FLEX GUEST SERVICE REPRESENTATIVE I NGIS

NEXCOM•Groton, CT

6d•Onsite

About The Position

Serves as the first point of contact for guests at a Navy Gateway Inn and Suites and/or Navy Lodge property. This role handles all stages of a guest's stay, accommodating special requests, and resolving issues as they arise. The Guest Service Representative is responsible for front desk operations, lobby appearance, guest service-related office operations, and ensuring the safety, security, and privacy of all guests.

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.
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.

Nice To Haves

Possess a welcoming manner and positive attitude.
Demonstrate effective communication skills.
Professionally interact with guests.
Apply knowledge of standard operating procedures, processes, and rules governing patron eligibility.
Utilize judgment and understanding of policies and procedures.
Obtain proper food handling certifications as applicable.
Possess a valid state driver's license.
Obtain NEXCOM Hospitality Group (NHG) front desk certification within 6 months of employment.

Responsibilities

Serve as the first point of contact with guests, handling all stages of their stay.
Accommodate special requests and resolve guest 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.
Communicate with lodging associates and chain of command regarding operations and guest issues.
Process reservations, handle payments, and present lodging receipts.
Perform check-in/check-out processes, verify patron eligibility, and assign rooms.
Process credit card payments and manage guest accounts.
Reconcile shift transactions and ensure balancing of all accounts.
Receive and resolve guest complaints, adjusting fees or times as policy allows, and referring unusual issues to supervisors.
Operate a multi-line telephone system, record and deliver messages, and answer inquiries about services, base facilities, and local attractions.
Maintain inventory of keys, supplies, and amenities.
Keep the front desk and lobby area clean and safe.
Log and manage assigned master keys, reporting lost keys immediately.
Assist in training and instructing personnel assigned to the Front Desk.
Utilize the Property Management System (PMS) for guest information, reservations, and trouble calls.
Verify registration information, secure credit cards for incidental expenses, and authorize credit card charges.
Assist in managing the Lost and Found process according to brand standards.
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, and assist with stocking.
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, verifying accuracy of charges.
Complete computer-generated reports and notate account discrepancies.
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.
May be required to 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.