GUEST SERVICE REPRESENTATIVE I

NEXCOM•Green Landing, MD

1d•Onsite

About The Position

This role requires a welcoming manner and positive attitude, with effective communication skills to professionally interact with guests. Responsibilities include answering guest questions about lodging facilities, amenities, and local attractions. The Guest Service Representative assists guests with all requests, whether in person or via telephone, including making, confirming, and canceling room reservations, collecting payments, presenting receipts, managing check-in/check-out processes, verifying patron authorization, assigning guest rooms, and processing credit cards. The position involves greeting and welcoming guests, maintaining outstanding guest relations, and communicating with lodging associates and management regarding operations, guest issues, or situations requiring immediate attention. The role also involves applying knowledge of standard operating procedures, processes, and rules governing patron eligibility, processing reservations within established guidelines, and providing certificates of non-availability (CNA) or alternative lodging options when rooms are unavailable. Additionally, the representative will assist management with group reservations, reconcile shift transactions, resolve guest complaints, register guests, assign rooms, issue keys, transmit messages, maintain records of occupied rooms and guest accounts, operate a multi-line telephone system, and manage front desk inventory and supplies. The role also includes maintaining a clean and safe front desk and lobby area, being responsible for assigned master keys, training and instructing personnel, utilizing the Property Management System (PMS) for guest information and reservations, verifying registration, securing credit cards, and logging trouble calls. Depending on the property, responsibilities may extend to operating POS systems, maintaining convenience store supplies, ensuring wake-up calls are handled promptly, typing memos, managing change funds, securing safety deposit boxes, generating PMS reports, preparing Close Bank Reports, and potentially assisting with breakfast bar setup/cleanup, laundry, or driving to other facilities. Obtaining NEXCOM Hospitality Group (NHG) front desk certification within 6 months of employment may be required.

Requirements

One 1 year of general office clerical experience that demonstrated the ability to perform clerical duties satisfactorily.
One 1 year progressively responsible experience related to the position to be filled.
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

Possess a welcoming manner and positive attitude, demonstrate effective communication skills, professionally interact with guests answering guest questions concerning lodging facilities, amenities and provides information about local attractions
Assist guests with all requests, in person or via telephone, including, but not limited to, making, confirming and/or cancelling room reservations, collecting payments and presenting lodging receipts, check-in/check-out process, authorized patron verification, guest room assignments, credit card processing etc.
Greet and welcome guests upon sight, always maintaining outstanding guest relations.
Communicate with all lodging associates and chain of command concerning operations, guest issues or situations that require immediate attention.
Apply knowledge of standard operating procedures, processes and rules governing patron eligibility. Receive requests and process reservations within established guidelines. When rooms are not available, provide a certificate of non-availability (CNA) and/or alternative lodging options in the area.
Assist Front Office Manager, Supervisor or Assistant General Manager (AGM) in handling group reservations, utilize commitment agreement for all group per brand standards.
Reconcile shift transactions of all accounts and outlets of the property, ensuring complete balancing while maintaining guest service at all times.
Interact with guests and receive and resolve guests' complaints, including but not limited to: adjusting room fees, adjusting check-in/check-out times consistent with program policy, and refer unusual issues to immediate supervisor for assistance and/or resolution. Utilize judgment and understanding of policies and procedures to better assist guests.
Register and assign rooms to guests, issuing room keys or cards; transmit and receive messages, and keep records of occupied rooms and guest accounts, make and confirm reservations, present statements and collect payments, as necessary.
Operate a multi-line telephone system, record and deliver messages, as required, and answer inquiries pertaining to services, base facilities, area attractions and travel directions.
Responsible for inventory of all keys and other supplies and/or amenities maintained at the front desk. Keep the front desk and lobby area clean and safe.
Responsible for assigned master key. Properly log in and out using key log for record. Report lost key to supervisor immediately, for security reasons.
Assist the Front Office Manager, Supervisor or AGM to train and instruct personnel assigned to the Front Desk.
Utilize the Property Management System (PMS) to access guest information, retrieve reservation information and change or cancel reservations as requested by the guests. Verify registration information, secure a credit card for incidental expenses and authorize credit card for room charges.
Assist the Front Office Manager, Supervisor or AGM in ensuring that the Lost and Found is utilized in Property Management System and disposal processes are adhered to according to brand standards.
Log trouble calls in the PMS and ensure the appropriate department is notified. Relocate guests to a different room, when required.
Operate POS to record sales from convenience store (if applicable). May assist in maintaining and stocking adequate supply levels.
Ensure all wake up calls are handled promptly and properly. Type any miscellaneous memos/correspondence required in the course of performing assigned duties.
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.
May be required to generate and print various reports from the PMS such as Expected Arrivals, Departure List, In-House Guest List and Night Audit reports as well as other daily, monthly or annual occupancy reports. Verify accuracy of charges and make appropriate changes if errors occur.
Complete all computer generated reports, as assigned, and notate any account discrepancies for action by management.
Prepare Close Bank Report and receipts at the end of each shift in accordance with established procedures.
May be responsible for the set-up and breakdown/clean-up of the complimentary "self-service" breakfast bar. Assist with preparing, heating, displaying and replenishing breakfast items available to guests during breakfast hours. Ensure surrounding area is returned to its original state and free of all left-over food by the end of designated breakfast hour. Required to obtain proper food handling certifications as applicable.
May be required to assist in 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 as needed, within the normal scope of duties.
Will be required to work all shifts, including weekends and holidays as scheduled.
May be called upon to maintain operations during inclement weather and other emergencies for short period of time, during the absence of supervisor, GM or AGM.
May be required to obtain NEXCOM Hospitality Group (NHG) front desk certification within 6 months of employment, as well as, any other requirements.
Perform other duties as assigned.