GUEST SERVICE REPRESENTATIVE I, NAVY INNS/FLEXIBLE

NEXCOM • North Chicago, IL

3h

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 the guest stay, 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 representative provides guest service in person and by telephone, answers questions about lodging facilities, amenities, local attractions, base facilities, and directions, and handles reservations, check-in and check-out, patron verification, room assignments, payments, and guest accounts. The position also supports property operations through transaction reconciliation, reporting, key and supply control, communication with lodging associates, and assistance with training and other front-office duties. The role may include breakfast-bar, laundry, convenience-store, or other lodging support duties as assigned.

The position requires work on all shifts, including weekends and holidays, as scheduled. The employee may also be called upon to maintain operations during inclement weather or other emergencies for a short period when a supervisor, GM, or AGM is absent. Applicants must be U.S. citizens or have lived in the United States for three years.

Requirements

• One year of general office clerical experience demonstrating the ability to perform clerical duties satisfactorily, and one year of progressively responsible experience related to the position; alternatively, qualifying college, university, or junior-college study above the high-school level may substitute at one-half academic year of study for six months of experience.
• Must be a U.S. citizen or have lived in the United States for three years.
• Must be able to work all shifts, including weekends and holidays, as scheduled.
• Must obtain NEXCOM Hospitality Group front-desk certification within six months of employment, as well as meet any other applicable requirements.

Responsibilities

• Welcome guests and maintain positive guest relations while professionally answering questions about lodging facilities, amenities, local attractions, base facilities, and travel directions.
• Handle guest requests in person and by telephone, including making, confirming, and cancelling reservations; collecting payments; presenting receipts; verifying authorized patrons; assigning rooms; and processing check-in and check-out.
• Apply standard operating procedures and patron-eligibility rules, process reservations within established guidelines, and provide a certificate of non-availability or alternative local lodging options when rooms are unavailable.
• Assist the Front Office Manager, Supervisor, or Assistant General Manager with group reservations and use commitment agreements in accordance with brand standards.
• Reconcile shift transactions for property accounts and outlets, maintain rotating change funds and daily money logs, and prepare close-bank reports and receipts according to procedures.
• Receive and resolve guest complaints, make permitted adjustments to room fees or check-in/check-out times, and refer unusual matters to a supervisor when needed.
• Register guests, issue room keys or cards, transmit and receive messages, maintain records of occupied rooms and guest accounts, prepare statements, and collect payments as necessary.
• Operate a multi-line telephone system, record and deliver messages, and respond to inquiries about services, facilities, attractions, and directions.
• Maintain inventory of front-desk keys, supplies, and amenities; keep the front desk and lobby clean and safe; and properly log the assigned master key and promptly report a lost key.
• Assist management with training and instructing front-desk personnel.
• Use the Property Management System to access guest and reservation information, make reservation changes or cancellations, verify registration information, secure credit cards for incidentals, and authorize room charges.
• Assist with Lost and Found processes in the Property Management System and follow required disposal procedures.
• Log trouble calls in the Property Management System, notify the appropriate department, and relocate guests when required.
• Operate the point-of-sale system for convenience-store sales when applicable and help maintain or stock supplies as needed.
• Handle wake-up calls promptly, prepare miscellaneous correspondence, and maintain records and access related to guest safety-deposit boxes when applicable.
• Generate or print Property Management System reports as required, verify charges, correct errors, complete assigned computer-generated reports, and note account discrepancies for management action.
• Set up, replenish, and clean up the complimentary self-service breakfast bar when assigned, following applicable food-handling certification requirements.
• Assist with the laundry facility and issue or deliver supplies to guests when required.
• Work all shifts, including weekends and holidays, as scheduled; help maintain operations during inclement weather or other emergencies when required.
• Obtain NEXCOM Hospitality Group front-desk certification within six months of employment and meet other applicable requirements.
• Perform other duties as assigned.

Benefits

• Federal healthcare benefits, dental coverage, and vision coverage beginning on day one.
• 401(k) and pension plan options.
• Paid time off accrual beginning on day one.
• Tuition reimbursement program.
• Continuity programs for military spouses.
• Eligibility for Public Service Loan Forgiveness after qualifying years of service.
• Tax-free shopping at Navy Exchange locations worldwide.
• Competitive salary at the Non-Appropriated Fund NF-01 level, depending on experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED