GUEST SERVICE REPRESENTATIVE I (2:00 pm - 10:30 pm Shift)

NEXCOM•Norfolk, VA

About The Position

Serves as the first point of contact for guests at a Navy Gateway Inn and Suites and/or Navy Lodge property, supporting guests through all stages of 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 handles reservations, check-in and check-out, patron eligibility verification, room assignments, payments, guest accounts, and guest inquiries. The position also supports front-office management, communicates operational issues to lodging associates and the chain of command, maintains front-desk supplies and key records, and performs shift reconciliation and reporting. Depending on property needs, duties may also include supporting breakfast service, laundry, a convenience store, and operations during emergencies or a supervisor’s absence. Work includes all shifts, including weekends and holidays, as scheduled.

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.
Alternatively, college, university, or junior-college study above the high-school level may substitute for experience at one-half academic year of study for six months of experience.
Work all shifts, including weekends and holidays, as scheduled.
Obtain NHG front-desk certification within six months of employment if required, as well as any other applicable requirements.

Responsibilities

Welcome guests and maintain positive guest relations; answer questions about lodging facilities, amenities, local attractions, base facilities, and travel directions.
Assist guests in person and by telephone with reservations, reservation changes and cancellations, payments, receipts, check-in and check-out, patron eligibility verification, room assignments, and credit card processing.
Apply procedures and rules governing patron eligibility; process reservations within established guidelines and provide a certificate of non-availability or alternative lodging options when rooms are unavailable.
Communicate with lodging associates and the chain of command regarding operations, guest issues, and situations requiring immediate attention.
Assist the Front Office Manager, Supervisor, or Assistant General Manager with group reservations and use commitment agreements in accordance with brand standards.
Reconcile shift transactions for property accounts and outlets, maintain the rotating change fund and daily money log, and prepare the Close Bank Report and receipts at the end of each shift.
Receive and resolve guest complaints, make permitted adjustments to room fees and check-in/check-out times, and refer unusual issues to a supervisor when needed.
Register and assign guests to rooms, issue keys or cards, transmit and receive messages, maintain records of occupied rooms and guest accounts, prepare statements, and collect payments.
Operate a multi-line telephone system; record and deliver messages and respond to inquiries.
Maintain front-desk inventory, including keys, supplies, and amenities; keep the front desk and lobby clean and safe.
Safeguard the assigned master key, maintain its key-log records, and immediately report a lost key to a supervisor.
Assist front-office management with training and instructing front-desk personnel.
Use the Property Management System to access guest and reservation information, modify or cancel reservations, verify registration details, secure credit cards for incidental expenses, and authorize room charges.
Support Lost and Found procedures in the Property Management System and follow disposal processes according to brand standards.
Log trouble calls in the Property Management System, notify the appropriate department, and relocate guests when required.
Operate the point-of-sale system to record convenience-store sales when applicable and assist with maintaining and stocking supplies.
Handle wake-up calls promptly; prepare miscellaneous memos and correspondence as needed.
Maintain guest safety-deposit-box records and access securely when applicable.
Generate and print assigned Property Management System reports, verify charges, correct errors, complete computer-generated reports, and note account discrepancies for management action.
When assigned, set up, break down, clean, prepare, display, and replenish complimentary breakfast items, and obtain applicable food-handling certifications.
When required, assist with the laundry facility and issue or deliver supplies to guests.
When required, use a valid state driver’s license to travel to other lodging facilities within the normal scope of duties.
Work all shifts, including weekends and holidays, as scheduled; help maintain operations during inclement weather or other emergencies when a supervisor, GM, or AGM is absent.
Obtain NHG front-desk certification within six months of employment if required, meet other applicable requirements, and perform other duties as assigned.