GUEST SERVICE REPRESENTATIVE II (FLEX)

NEXCOM•Annapolis, MD

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' stays. This role accommodates special requests, resolves issues, and is responsible for front desk operations, lobby appearance, guest service, related office operations, and the safety, security, and privacy of all guests. Overnight shifts are regularly 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.
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.
Interact professionally with guests.
Answer questions concerning lodging facilities, amenities, and local attractions.
Complete all mandatory training designated for overnight shift.
Fill in schedule gaps due to call-outs, no-shows, vacations, etc.
Communicate with all lodging associates and chain of command concerning operations and guest issues.
Apply knowledge of standard operating procedures, processes, and rules governing patron eligibility.
Utilize judgment and understanding of policies and procedures to assist guests.
Secure a credit card for incidental expenses and authorize credit card for room charges.
Log trouble calls in the PMS and ensure the appropriate department is notified.
Relocate guests to a different room, when required.
Assist in maintaining and stocking adequate supply levels in the convenience store.
Ensure security of all guests is maintained at all times.
Securely maintain all records and access to guest safety deposit boxes, as applicable.
Verify accuracy of charges for correctness and make appropriate changes if errors occur.
Notate any account discrepancies for corrective action by management.
Ensure surrounding area is returned to its original state and free of all leftover food by the end of designated breakfast hour.
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 called upon to maintain operations during inclement weather and/or other emergencies for short period of time during the absence of supervisor, GM or AGM.
May be required to obtain NEXCOM Hospitality Group (NHG) front desk certification within 6 months of employment, as well as, any other requirements.

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.
Ensure the safety, security, and privacy of all guests.
Handle overnight shifts regularly.
Greet and welcome guests, maintaining outstanding guest relations.
Assist guests with requests in person or via telephone, including reservations, payments, check-in/check-out, and room assignments.
Process reservations and issue certificates of non-availability (CNA) or alternative lodging options when rooms are unavailable.
Reconcile shift transactions, balance accounts, and maintain guest service.
Receive and resolve guest complaints, adjusting fees or times as appropriate, and referring unusual issues to supervisors.
Register guests, assign rooms, issue keys, and manage guest records and accounts.
Operate a multi-line telephone system, record messages, and answer inquiries about services, facilities, and attractions.
Maintain inventory of keys and front desk supplies, ensuring the front desk and lobby area are clean and safe.
Manage assigned master key and log its usage, reporting any lost keys immediately.
Utilize the Property Management System (PMS) for guest information, reservations, and credit card authorization.
Retrieve and return Lost and Found items, contacting guests as needed.
Log trouble calls in PMS and notify the appropriate department, relocating guests if necessary.
Operate POS to record sales and assist with maintaining convenience store inventory (if applicable).
Ensure wake-up calls are handled promptly and properly.
Type miscellaneous memos and correspondence.
Ensure the security of all guests at all times.
Manage and maintain rotating change funds and daily logs of money received and deposited.
Securely maintain records and access to guest safety deposit boxes.
Generate and print various reports from PMS, verifying accuracy and making corrections.
Complete computer-generated reports and notate account discrepancies for management.
Prepare Close Bank Report and receipts at the end of each shift.
Prepare end-of-day front desk reconciliations, identifying and addressing discrepancies.
Set up, breakdown, and clean the complimentary breakfast bar, including preparing, displaying, and replenishing food items.
Assist in the laundry facility and issue/deliver supplies to guests.
Possess a valid state driver's license for travel to other lodging facilities (if required).
Work all shifts, including weekends and holidays.
Maintain operations during inclement weather and emergencies as needed.
Obtain NHG front desk certification and other required certifications.
Perform other related duties as assigned.