NexCom - GUEST SERVICE REPRESENTATIVE I

We Make RI•Newport, RI

About The Position

Serves as the first point of contact for guests at a Navy Gateway Inn and Suites and/or Navy Lodge property, handling all stages of the guest stay, accommodating special requests, and resolving issues. The role supports front desk operations, lobby appearance, guest-service-related office operations, and the safety, security, and privacy of guests. The representative assists guests with reservations, check-in and check-out, payments, room assignments, questions, and complaints; applies patron eligibility rules and lodging procedures; communicates operational matters to lodging associates and the chain of command; and maintains accurate guest, transaction, key, and financial records. The position also uses the Property Management System and other front desk equipment and may support breakfast service, laundry operations, and other assigned duties. The position may require work at other lodging facilities within the normal scope of duties, maintaining operations during emergencies in a supervisor’s absence, and obtaining NEXCOM Hospitality Group front desk certification within six months of employment, as well as other requirements. All shifts, weekends, and holidays may be 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, or qualifying education substitution: college, university, or junior-college study above high school may substitute at one-half academic year of study for six months of experience.
Ability to work all shifts, including weekends and holidays, as scheduled.
May be required to obtain applicable food-handling certifications.
May be required to possess a valid state driver’s license to travel to other lodging facilities as needed.
May be required to obtain NEXCOM Hospitality Group front desk certification within six months of employment, as well as meet other requirements.

Responsibilities

Welcome guests and provide information about lodging facilities, amenities, local attractions, base facilities, and travel directions.
Assist guests in person and by telephone with reservations, reservation changes or cancellations, payments, receipts, authorized patron verification, room assignments, check-in, and check-out.
Communicate with lodging associates and the chain of command about operations, guest issues, and situations requiring immediate attention.
Apply standard operating 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.
Assist with group reservations using commitment agreements in accordance with brand standards.
Reconcile shift transactions for property accounts and outlets and maintain accurate account balances.
Receive and resolve guest complaints, make permitted adjustments, and refer unusual issues to a supervisor.
Register and assign rooms, issue room keys or cards, transmit and receive messages, and maintain records of occupied rooms and guest accounts.
Operate a multi-line telephone system and respond to inquiries.
Maintain front desk keys, supplies, and amenities; keep the front desk and lobby clean and safe; and properly log master-key use and immediately report lost keys.
Assist the Front Office Manager, Supervisor, or Assistant General Manager with training and instructing front desk personnel.
Use the Property Management System to access guest and reservation information, change or cancel reservations, record trouble calls, and support Lost and Found processes.
Verify registration information, secure and authorize credit cards for incidental expenses and room charges, and relocate guests to another room when required.
Operate the point-of-sale system to record convenience-store sales when applicable and help maintain adequate supplies.
Handle wake-up calls promptly and prepare miscellaneous correspondence as required.
Exchange and maintain the rotating change fund and daily log of money received and deposited; securely maintain records and access to guest safety deposit boxes when applicable.
Generate and print assigned Property Management System reports, verify charges, correct errors, complete computer-generated reports, and note account discrepancies for management.
Prepare the Close Bank Report and receipts at the end of each shift according to established procedures.
Set up, replenish, and clean up the complimentary self-service breakfast bar when assigned; obtain applicable food-handling certifications.
Assist with laundry facilities and issue or deliver supplies to guests when required.
Travel to other lodging facilities as needed if required to do so as part of the duties.
Work scheduled shifts, including weekends and holidays, and help maintain operations during inclement weather or other emergencies when a supervisor, GM, or AGM is absent.
Obtain NEXCOM Hospitality Group front desk certification within six months of employment if required, and perform other assigned duties.