GUEST SERVICE REPRESENTATIVE I (Part-Time)

NEXCOM•Kittery, ME

About The Position

Serves as the first point of contact for guests at a Navy Gateway Inn and Suites and/or Navy Lodge property, handling all stages of guests’ stays, accommodating special requests, and resolving issues. The role is responsible for front desk operations, lobby appearance, guest-service-related office operations, and the safety, security, and privacy of guests. The position provides guest assistance with reservations, check-in and check-out, payments, room assignments, inquiries, complaints, and other needs. It also supports front-office management, maintains records and funds, uses property-management and point-of-sale systems, and may assist with breakfast service, laundry, and other lodging operations. Work includes all shifts, weekends, and holidays as scheduled.

Requirements

One year of general office clerical experience demonstrating the ability to perform clerical duties satisfactorily.
One year of progressively responsible experience related to the position.
College, university, or junior-college study above the high-school level may substitute for experience at the rate of one-half academic year of study for six months of experience.
A valid state driver’s license may be required for travel to other lodging facilities.
NEXCOM Hospitality Group front-desk certification may be required within six months of employment, along with other requirements.
Food-handling certification may be required when applicable.

Responsibilities

Welcome guests and provide information about lodging facilities, amenities, local attractions, and travel directions.
Assist guests in person or by telephone with reservations, cancellations, payments, check-in and check-out, patron verification, room assignments, and other requests.
Communicate with lodging associates and the chain of command about operations, guest issues, and situations requiring immediate attention.
Apply standard operating procedures and patron-eligibility rules; process reservations and provide a certificate of non-availability or alternative lodging options when rooms are unavailable.
Assist front-office management with group reservations and use commitment agreements in accordance with brand standards.
Reconcile shift transactions for property accounts and outlets, balance transactions, and prepare close-bank reports and receipts.
Receive and resolve guest complaints, make permitted adjustments, and refer unusual issues to a supervisor.
Register and assign guests to rooms; issue keys or cards; transmit and receive messages; maintain records of occupied rooms and guest accounts; prepare statements; and collect payments.
Operate a multi-line telephone system and record and deliver messages.
Maintain front-desk inventory, keys, supplies, and amenities; keep the front desk and lobby clean and safe; and properly log and secure the assigned master key.
Assist front-office management with training and instructing front-desk personnel.
Use the Property Management System to access guest and reservation information, modify or cancel reservations, verify registration information, secure credit cards, and authorize room charges.
Assist with lost-and-found procedures in accordance with brand standards.
Log trouble calls in the Property Management System, notify the appropriate department, and relocate guests when necessary.
Operate the point-of-sale system for convenience-store sales when applicable and may help maintain and stock supplies.
Handle wake-up calls promptly and prepare miscellaneous memos and correspondence.
Maintain rotating change funds and daily records of money received and deposited; safeguard records and access to guest safety-deposit boxes when applicable.
Generate and print assigned property-management reports, verify charges, correct errors, complete computer-generated reports, and note account discrepancies for management.
May set up, replenish, and clean up the complimentary breakfast bar and handle breakfast items; obtain required food-handling certifications when applicable.
May assist in the laundry facility and issue or deliver supplies to guests.
May travel to other lodging facilities within the normal scope of duties if required to possess a valid state driver’s license.
Work all shifts, including weekends and holidays, as scheduled; may help maintain operations during inclement weather or other emergencies for a short period in a supervisor’s absence.
May obtain NEXCOM Hospitality Group front-desk certification within six months of employment and meet other requirements.
Perform other duties as assigned.