GUEST SERVICE REPRESENTATIVE I - MAYPORT NAVY INN - RPT 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.
Handle guest requests in person or via telephone, including reservations, payments, check-in/check-out, and patron verification.
Process reservations and provide certificates of non-availability or alternative lodging options when rooms are unavailable.
Assist with group reservations and utilize commitment agreements.
Reconcile shift transactions and balance accounts.
Receive and resolve guest complaints, adjusting fees or times as appropriate, and escalating unusual issues to supervisors.
Register guests, assign rooms, issue keys, and manage guest accounts.
Operate a multi-line telephone system, record messages, and answer inquiries.
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, reservations, and logging trouble calls.
Operate POS to record sales from convenience store (if applicable) and assist with stocking.
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 (if applicable).
Generate and print reports from the PMS, verifying accuracy of charges.
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 food items.
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.
Obtain NHG front desk certification within 6 months of employment, as well as any other requirements.
Perform other duties as assigned.