GUEST SERVICE REPRESENTATIVE I - MAYPORT NAVY INN - RFT w/Benefits

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 and handles all stages of guests' stay, accommodating special requests as needed 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

One year of general office clerical experience that demonstrated the ability to perform clerical duties satisfactorily.
One year of progressively responsible experience related to the position.
Must be able to work weekends and holidays.

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.
Greet and welcome guests, maintaining outstanding guest relations.
Assist guests with all requests, including reservations, payments, check-in/check-out, and verification.
Communicate with lodging associates and chain of command regarding operations and guest issues.
Process reservations within established guidelines and provide certificates of non-availability or alternative lodging options when rooms are unavailable.
Assist with handling group reservations.
Reconcile shift transactions of all accounts and outlets, ensuring balancing.
Receive and resolve guest complaints, adjusting fees or times as appropriate, and referring unusual issues to supervisors.
Register and assign rooms to guests, issue room keys, transmit messages, and keep records of occupied rooms and guest accounts.
Operate a multi-line telephone system, answer inquiries, and record/deliver messages.
Maintain inventory of keys and supplies, and keep the front desk and lobby area clean and safe.
Log in and out of the key log for assigned master key and report lost keys immediately.
Assist in training and instructing personnel assigned to the Front Desk.
Utilize the Property Management System (PMS) for guest information, reservations, and credit card authorization.
Assist in ensuring the Lost and Found is utilized correctly in PMS.
Log trouble calls in PMS and notify the appropriate department; relocate guests when required.
Operate POS to record sales from convenience store (if applicable) and assist in maintaining stock levels.
Ensure all 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, verifying accuracy of charges.
Complete computer-generated reports and notate account discrepancies.
Prepare Close Bank Report and receipts at the end of each shift.
May be responsible for the set-up and breakdown/clean-up of the complimentary breakfast bar, including replenishing items and ensuring cleanliness.
May be required to assist in the 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.
Work all shifts, including weekends and holidays as scheduled.
Maintain operations during inclement weather and other emergencies.
May be required to obtain NHG front desk certification within 6 months of employment.