GUEST SERVICE REPRESENTATIVE I

NEXCOM•Newport, RI

3d•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, handling all stages of guests' stay, accommodating special requests as needed, and resolving issues that may arise. Responsible for front desk operations, lobby appearance, guest service-related office operations, and the safety, security, and privacy of all guests.

Requirements

One (1) year of general office clerical experience that demonstrated the ability to perform clerical duties satisfactorily.
One (1) year of progressively responsible experience related to the position.
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, accommodating special requests, and resolving issues.
Manage front desk operations, lobby appearance, and guest service-related office operations.
Ensure the safety, security, and privacy of all guests.
Greet and welcome guests, maintaining outstanding guest relations.
Assist guests with all requests in person or via telephone, including reservations, payments, check-in/check-out, patron verification, room assignments, and credit card processing.
Communicate with lodging associates and chain of command regarding operations, guest issues, or situations requiring immediate attention.
Apply knowledge of standard operating procedures, processes, and rules governing patron eligibility.
Process reservations within established guidelines and provide certificates of non-availability or alternative lodging options when rooms are unavailable.
Assist with handling group reservations and utilizing commitment agreements.
Reconcile shift transactions of all accounts and outlets, ensuring complete balancing while maintaining guest service.
Receive and resolve guest complaints, including adjusting room fees and check-in/check-out times, and refer unusual issues to supervisors.
Register and assign rooms to guests, issue room keys/cards, transmit/receive messages, and keep records of occupied rooms and guest accounts.
Operate a multi-line telephone system, record and deliver messages, and answer inquiries about services, base facilities, area attractions, and travel directions.
Maintain inventory of all keys, supplies, and amenities at the front desk.
Keep the front desk and lobby area clean and safe.
Be responsible for assigned master key and properly log its use.
Report lost keys to supervisors immediately.
Assist in training and instructing personnel assigned to the Front Desk.
Utilize the Property Management System (PMS) to access guest information, retrieve reservation information, and change/cancel reservations.
Verify registration information, secure credit cards for incidental expenses, and authorize credit cards for room charges.
Ensure Lost and Found is utilized in PMS and disposal processes are adhered to.
Log trouble calls in PMS and ensure appropriate departments are notified.
Relocate guests to different rooms when required.
Operate POS to record sales from convenience store, if applicable.
Assist in maintaining and stocking adequate supply levels.
Ensure all wake-up calls are handled promptly and properly.
Type miscellaneous memos and correspondence.
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 various reports from the PMS, verify accuracy of charges, and make appropriate changes for errors.
Complete all computer-generated reports and notate account discrepancies for management action.
Prepare Close Bank Report and receipts at the end of each shift.
May be responsible for the set-up, breakdown, and clean-up of the complimentary self-service breakfast bar, including preparing, heating, displaying, and replenishing items.
Ensure the breakfast area is returned to its original state and free of leftover food.
Obtain proper food handling certifications as applicable.
May 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.
May be called upon to maintain operations during inclement weather and other emergencies.
May be required to obtain NEXCOM Hospitality Group (NHG) front desk certification within 6 months of employment.
Perform other duties as assigned.