GUEST SERVICE REPRESENTATIVE I Flex

NEXCOM•Newport, RI

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 as needed, and resolving issues that may arise. Responsible for front desk operations, lobby appearance, guest service-related office operations, and the safety, security, and privacy of all guests.

Requirements

One (1) year of general office clerical experience demonstrating the ability to perform clerical duties satisfactorily.
One (1) year of progressively responsible experience related to the position.
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.
Accommodate special requests and resolve guest issues.
Manage front desk operations, lobby appearance, and guest service-related office operations.
Ensure the safety, security, and privacy of all guests.
Greet and welcome guests, maintaining outstanding guest relations.
Communicate with lodging associates and chain of command regarding operations and guest issues.
Process reservations, issue certificates of non-availability (CNA) when rooms are unavailable, and provide alternative lodging options.
Assist with handling group reservations.
Reconcile shift transactions and balance accounts.
Receive and resolve guest complaints, adjusting room fees or check-in/check-out times as policy allows, and referring unusual issues to supervisors.
Register guests, assign rooms, issue keys, transmit messages, and keep records of occupied rooms and guest accounts.
Operate a multi-line telephone system, record and deliver messages, and answer inquiries about services, base facilities, attractions, and directions.
Maintain inventory of keys and front desk supplies/amenities.
Keep the front desk and lobby area clean and safe.
Manage assigned master key, logging usage and reporting lost keys immediately.
Assist in training and instructing front desk personnel.
Utilize the Property Management System (PMS) for guest information, reservations, and modifications.
Verify registration information, secure credit cards for incidental expenses, and authorize credit card charges.
Assist in managing the Lost and Found process according to brand standards.
Log trouble calls in PMS and ensure appropriate departments are notified; relocate guests when necessary.
Operate POS to record sales from convenience store, if applicable, and assist in maintaining stock levels.
Ensure wake-up calls are handled promptly and properly.
Type miscellaneous memos and correspondence.
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, if applicable.
Generate and print various reports from PMS (e.g., Expected Arrivals, Departure List, In-House Guest List, Night Audit reports).
Verify accuracy of charges and make corrections.
Complete computer-generated reports and notate discrepancies.
Prepare Close Bank Report and receipts at the end of each shift.
May be responsible for the set-up, breakdown, and clean-up of the complimentary self-service breakfast bar, including preparing, heating, displaying, and replenishing items.
Ensure breakfast area is clean and free of leftover food.
Obtain proper food handling certifications as applicable.
May assist in the laundry facility and issue/deliver supplies to guests.
May possess a valid state driver's license for travel to other lodging facilities.
Work all shifts, including weekends and holidays.
Maintain operations during inclement weather and other emergencies.
Obtain NEXCOM Hospitality Group (NHG) front desk certification within 6 months of employment.
Perform other duties as assigned.