GUEST SERVICE REPRESENTATIVE I - MAYPORT NAVY INN - FLEX

NEXCOM•Mayport, FL

8d•Onsite

About The Position

Serves as the first point of contact with guests at a Navy Gateway Inn and Suites and/or Navy Lodge property, handling all stages of guests' stay, accommodating special requests, and resolving issues that may arise. This role is responsible for front desk operations, lobby appearance, guest service, related office operations, and the safety, security, and privacy of all guests.

Requirements

Must possess a welcoming manner and positive attitude.
Demonstrate effective communication skills.
Professionally interact with guests.
Answer guest questions concerning lodging facilities, amenities and provide information about local attractions.
Assist guests with all requests, in person or via telephone.
Make, confirm, and/or cancel room reservations.
Collect payments and present lodging receipts.
Perform check-in/check-out process.
Perform authorized patron verification.
Assign guest rooms.
Process credit card payments.
Greet and welcome guests upon sight, always maintaining outstanding guest relations.
Communicate with all lodging associates and chain of command concerning operations, guest issues or situations that require immediate attention.
Apply knowledge of standard operating procedures, processes and rules governing patron eligibility.
Receive requests and process reservations within established guidelines.
Provide a certificate of non-availability (CNA) and/or alternative lodging options when rooms are not available.
Assist Front Office Manager, Supervisor or Assistant General Manager (AGM) in handling group reservations.
Reconcile shift transactions of all accounts and outlets of the property, ensuring complete balancing while maintaining guest service at all times.
Interact with guests and receive and resolve guests' complaints.
Adjust room fees, adjust check-in/check-out times consistent with program policy.
Refer unusual issues to immediate supervisor for assistance and/or resolution.
Utilize judgment and understanding of policies and procedures to better assist guests.
Register and assign rooms to guests, issuing room keys or cards.
Transmit and receive messages, and keep records of occupied rooms and guest accounts.
Make and confirm reservations, presenting statements and collecting payments, as necessary.
Operate a multi-line telephone system, record and deliver messages, as required.
Answer inquiries pertaining to services, base facilities, area attractions and travel directions.
Responsible for inventory of all keys and other supplies and/or amenities maintained at the front desk.
Responsible for assigned master key.
Properly log in and out using key log for record.
Report lost key to supervisor immediately, for security reasons.
Assist the Front Office Manager, Supervisor or AGM to train and instruct personnel assigned to the Front Desk.
Verify registration information, secure a credit card for incidental expenses and authorize credit card for room charges.
Assist the Front Office Manager, Supervisor or AGM in ensuring that the Lost and Found is utilized in Property Management System and disposal processes are adhered to according to brand standards.
Log trouble calls in the PMS and ensures the appropriate department is notified.
Relocate guests to a different room, when required.
May assist in maintaining and stocking adequate supply levels.
Ensure all wake up calls are handled promptly and properly.
Type any miscellaneous memos/correspondence required in the course of performing assigned duties.
Exchange and maintain rotating change fund and daily log of moneys received and deposited.
May be required to generate and print various reports from the PMS such as Expected Arrivals, Departure List, In-House Guest List and Night Audit reports as well as other daily, monthly or annual occupancy reports.
Verify accuracy of charges and make appropriate changes if errors occur.
Complete all computer generated reports, as assigned, and notate any account discrepancies for action by management.
Prepare Close Bank Report and receipts at the end of each shift in accordance with established procedures.
May be responsible for the set-up and breakdown/clean-up of the complimentary "self-service" breakfast bar.
Assist with preparing, heating, displaying and replenishing breakfast items available to guests during breakfast hours.
Ensure surrounding area is returned to its original state and free of all left-over food by the end of designated breakfast hour.
Required to obtain proper food handling certifications as applicable.
May be required to assist in laundry facility and issue/deliver supplies to guests.
May be required to possess a valid state driver's license to travel to other lodging facilities as needed, within the normal scope of duties.
Will be required to work all shifts, including weekends and holidays as scheduled.
May be called upon to maintain operations during inclement weather and other emergencies for short period of time, during the absence of supervisor, GM or AGM.
May be required to obtain NEXCOM Hospitality Group (NHG) front desk certification within 6 months of employment, as well as, any other requirements.
One year of general office clerical experience that demonstrated the ability to perform clerical duties satisfactorily.
One year progressively responsible experience related to the position to be filled.

Nice To Haves

Study completed in a college university or junior college above the high school level may be substituted on the basis of one-half academic year of study for 6 months of experience.

Responsibilities

Serve as the first point of contact with guests, handling all stages of their stay.
Manage front desk operations, lobby appearance, and guest services.
Ensure the safety, security, and privacy of all guests.
Handle guest inquiries, requests, and resolve issues.
Process room reservations, check-ins, check-outs, and payments.
Verify patron eligibility and assign rooms.
Handle group reservations and utilize commitment agreements.
Reconcile shift transactions and balance accounts.
Manage guest complaints and refer unusual issues to supervisors.
Operate a multi-line telephone system and record/deliver messages.
Maintain inventory of keys, supplies, and amenities.
Keep the front desk and lobby area clean and safe.
Train and instruct personnel assigned to the Front Desk.
Utilize the Property Management System (PMS) for guest information and reservations.
Log trouble calls and ensure appropriate departments are notified.
Operate POS to record sales from convenience store (if applicable).
Ensure wake-up calls are handled promptly and properly.
Exchange and maintain rotating change fund and daily log of moneys received and deposited.
Securely maintain all records and access to guest safety deposit boxes.
Generate and print various reports from the PMS.
Prepare Close Bank Report and receipts at the end of each shift.
Set-up and breakdown/clean-up of the complimentary breakfast bar, including preparing and replenishing items.
Assist in laundry facility and issue/deliver supplies to guests.
Work all shifts, including weekends and holidays as scheduled.
Maintain operations during inclement weather and other emergencies.
Obtain NEXCOM Hospitality Group (NHG) front desk certification within 6 months of employment, as well as, any other requirements.
Perform other duties as assigned.