GUEST SERVICE REPRESENTATIVE I - MAYPORT NAVY INN - FLEX

NEXCOM•Mayport, 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. The role handles front desk operations, guest service, lobby appearance, related office operations, and the safety, security, and privacy of guests. It accommodates special requests and resolves routine issues, referring complex matters to management. The position may also support food and beverage service, laundry, convenience store operations, and other lodging functions.

Requirements

One year of general office clerical experience demonstrating the ability to perform clerical duties satisfactorily, and one year of progressively responsible experience related to the position; alternatively, college, university, or junior college study above the high school level may substitute at one-half academic year of study for six months of experience.
Must be able to work weekends and holidays.

Responsibilities

Welcome guests, provide courteous service, answer 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 in accordance with policies and 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 requests such as wake-up calls.
Communicate operational concerns, guest issues, and emergencies to appropriate lodging personnel and management; coordinate maintenance requests through 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; and 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 assist with preparing, heating, displaying, replenishing, and cleaning 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 possess a valid state driver's license.
Work assigned shifts, including weekends and holidays, and maintain operations during emergencies, inclement weather, or temporary management absences.
May be required to obtain NHG front desk certification within six months of employment and complete other required training.
Perform other duties as assigned.