GUEST SERVICE REPRESENTATIVE I

NEXCOM•Green Landing, MD

1d•Onsite

About The Position

This role is responsible for providing excellent guest service, managing reservations, and handling various front desk operations. The Guest Service Representative I must possess a welcoming demeanor and effective communication skills to assist guests with inquiries, requests, and issues. Key duties include managing check-in/check-out processes, processing payments, assigning rooms, and maintaining guest records. The position also involves coordinating with other departments, resolving guest complaints, and ensuring the cleanliness and safety of the front desk area. Additionally, the role may involve assisting with group reservations, operating the Property Management System (PMS) and Point of Sale (POS) systems, managing inventory, and potentially assisting with breakfast service or laundry facilities. The representative must adhere to standard operating procedures and brand standards, and may be required to obtain specific certifications.

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.
Utilizes judgment and understanding of policies and procedures.
May be required to obtain NEXCOM Hospitality Group (NHG) front desk certification within 6 months of employment.
May be required to obtain proper food handling certifications as applicable.

Responsibilities

Greet and welcome guests, providing information about lodging facilities, amenities, and local attractions.
Assist guests with all requests, including making, confirming, and canceling room reservations.
Manage the check-in/check-out process, including guest room assignments and verification.
Collect payments, process credit cards, and present lodging receipts.
Operate a multi-line telephone system, record and deliver messages, and answer inquiries.
Maintain outstanding guest relations and resolve guest complaints.
Communicate with lodging associates and chain of command regarding operations and guest issues.
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 balancing.
Register guests, assign rooms, and issue room keys or cards.
Keep records of occupied rooms and guest accounts.
Maintain inventory of keys and supplies at the front desk.
Keep the front desk and lobby area clean and safe.
Log trouble calls in the PMS and notify the appropriate department.
Operate POS to record sales and assist in maintaining supply levels (if applicable).
Ensure 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 if errors occur.
Prepare Close Bank Report and receipts at the end of each shift.
May be responsible for the set-up and breakdown/clean-up of the complimentary breakfast bar.
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.
Perform other duties as assigned.