GUEST SERVICE REPRESENTATIVE I (Flex)

NEXCOM • Newport, RI

2d

About The Position

Serves as the first point of contact for guests at a NEXCOM Hospitality Group property and assists them throughout their 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 lodging information and handles guest check-in and check-out, reservations, room assignments, payments, records, and account transactions using the Property Management System (PMS). Duties also include responding to guest concerns, coordinating requests and maintenance, preparing and reviewing reports, maintaining front-desk supplies and security procedures, and supporting other lodging operations as needed. The position may include food and beverage service, laundry support, convenience-store tasks, travel between lodging facilities, and work during emergencies or temporary management absences. Assigned shifts include weekends and holidays.

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.
• May be required to obtain NHG front-desk certification within six months of employment and complete other required training.
• May be required to travel between lodging facilities and possess a valid state driver’s license.
• May be required to obtain food-handling certifications when assisting with food and beverage offerings.

Responsibilities

• Welcome guests, provide courteous service, respond to inquiries, and share information about lodging, amenities, base facilities, local attractions, and directions.
• Process check-ins and check-outs, verify patron eligibility, assign rooms, issue keys, manage reservations, collect payments, and provide receipts according to established procedures.
• Use the Property Management System (PMS) to create, modify, confirm, and cancel reservations and maintain accurate guest records, room assignments, and account information.
• Issue Certificates of Non-Availability (CNA) and provide alternative lodging options when necessary.
• Assist management with group reservations and commitment agreements in accordance with brand standards.
• Respond to guest requests and complaints, resolve routine issues, adjust room charges or check-in/check-out times within established guidelines, and refer complex matters to management.
• Operate multi-line telephone systems, respond to inquiries, record and deliver messages, and coordinate guest requests such as wake-up calls.
• Communicate operational concerns, guest issues, and emergencies to lodging personnel and management; coordinate maintenance requests through the PMS and arrange room relocations as needed.
• Process credit-card transactions, maintain change funds, reconcile daily transactions and guest accounts, prepare shift-closing reports, and ensure accurate accounting of receipts, deposits, and charges.
• Generate and review PMS reports, including arrivals, departures, occupancy, guest accounts, and night-audit reports; identify discrepancies, make corrections, or refer issues to management.
• Maintain front-desk inventory, supplies, amenities, and assigned keys; follow security procedures for master keys, guest records, and safety-deposit boxes when applicable; keep lobby and front-desk areas clean, organized, and safe.
• Assist management with training front-desk personnel and maintaining Lost and Found records and disposal procedures in accordance with brand standards.
• Operate point-of-sale (POS) systems for convenience-store purchases when applicable and assist with inventory replenishment and stocking.
• May prepare, heat, display, replenish, and clean up guest food and beverage offerings, including breakfast, snacks, and refreshments; maintain sanitary service areas and obtain required food-handling certifications.
• May assist with laundry operations, distribution of guest supplies, and other lodging support functions.
• Work assigned shifts, including weekends and holidays, and may maintain operations during emergencies, inclement weather, or temporary management absences.
• May travel between lodging facilities and may be required to hold a valid state driver’s license.
• May obtain NHG front-desk certification within six months of employment and complete other required training.
• 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, with accrual starting 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed