GUEST SERVICE REPRESENTATIVE I Morning/Evening Shifts

NEXCOM•Key West, FL

1d•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' stays, 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 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.
Must possess a welcoming manner and positive attitude.
Demonstrate effective communication skills.
Professionally interact with guests.
Answer guest questions concerning lodging facilities, amenities, and local attractions.
Responsible for assigned master key. Properly logs in and out using key log for record.
Must report lost key to supervisor immediately for security reasons.
Utilizes the Property Management System PMS to access guest information retrieve reservation information and change or cancel reservations as requested by the guests.
Verifies registration information secures a credit card for incidental expenses and authorizes credit card for room charges.
Logs trouble calls in the PMS and ensures the appropriate department is notified.
Exchanges and maintains rotating change fund and daily log of moneys received and deposited.
Securely maintains all records and access to guest safety deposit boxes if applicable.
Required to obtain proper food handling certifications as applicable.
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 required to obtain NEXCOM Hospitality Group NHG front desk certification within 6 months of employment as well as any other requirements.

Nice To Haves

Assists the Front Office Manager Supervisor or AGM in handling group reservations utilizes commitment agreement for all group per brand standards.
Assists the Front Office Manager Supervisor or AGM to train and instruct personnel assigned to the Front Desk.
Assists 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.
Operates POS to record sales from convenience store if applicable. May assist in maintaining and stocking adequate supply levels.
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.
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.
Ensures surrounding area is returned to its original state and free of all left-over food by the end of designated breakfast hour.
May be required to assist in laundry facility and issue deliver supplies to guests.
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.

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.
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 and guest issues.
Apply knowledge of standard operating procedures, processes, and rules governing patron eligibility.
Process reservations and provide alternative lodging options when rooms are unavailable.
Assist with handling group reservations using commitment agreements.
Reconcile shift transactions, balance accounts, and maintain guest service.
Receive and resolve guest complaints, including adjusting room fees and check-in/check-out times.
Register guests, assign rooms, issue keys, and keep records of occupied rooms and guest accounts.
Operate a multi-line telephone system, record and deliver messages, and answer inquiries.
Maintain inventory of keys, supplies, and amenities.
Keep the front desk and lobby area clean and safe.
Manage assigned master key and log its usage.
Assist in training and instructing personnel assigned to the Front Desk.
Utilize the Property Management System (PMS) for guest information, reservations, and verification.
Secure credit cards for incidental expenses and authorize credit cards for room charges.
Ensure Lost and Found procedures are followed.
Log trouble calls in PMS and notify the appropriate department.
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.
Verify accuracy of charges and make appropriate changes.
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.
Assist with preparing, heating, displaying, and replenishing breakfast items.
Ensure the breakfast area is returned to its original state and free of leftover food.
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.
Will be required to work all shifts, including weekends and holidays.
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.