GUEST SERVICE REPRESENTATIVE I PT 24-34.5 Hours/Week

NEXCOM•Key West, FL

About The Position

Serves as the first point of contact for guests at a NEXCOM Hospitality Group property and supports guests throughout their stay, including handling 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. Duties may also include supporting food and beverage service, laundry, and other lodging functions. The position works assigned shifts, including weekends and holidays, and may help maintain operations during emergencies, inclement weather, or temporary management absences.

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, or qualifying college, university, or junior-college study above the high-school level substituted at a 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.
Required food-handling certifications apply when performing the associated food and beverage duties.

Responsibilities

Welcome guests, provide courteous service, answer inquiries, and share information about accommodations, 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, make permitted adjustments to room charges or check-in/check-out times, and refer complex matters to management.
Operate multi-line telephone systems, answer inquiries, record and deliver messages, and coordinate guest requests such as wake-up calls.
Communicate operational concerns, guest issues, and emergencies to appropriate lodging personnel and management; coordinate maintenance requests through the PMS and arrange room relocations as needed.
Process credit card transactions, maintain change funds, reconcile 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, correct them, or refer them to management.
Maintain front desk inventory, supplies, amenities, and assigned keys; follow security procedures for master keys, guest records, and safety deposit boxes where applicable; keep lobby and front desk areas clean, organized, and safe.
Assist management with training front desk personnel and maintain Lost and Found records and disposal procedures in accordance with brand standards.
Operate point-of-sale systems for convenience store purchases where 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.
May travel between lodging facilities and may be required to hold a valid state driver's license.
Work assigned shifts, including weekends and holidays, and may maintain operations during emergencies, inclement weather, or temporary management absences.
May obtain NHG front desk certification within six months of employment and complete other required training.
Perform other duties as assigned.