GUEST SERVICE REPRESENTATIVE II (FLEX)

NEXCOM • Washington, DC

3d • Onsite

About The Position

Serves as the first point of contact for guests at a NEXCOM Hospitality Group property and supports guests throughout their stay, accommodating special requests and resolving issues. The role is responsible for front desk operations, lobby appearance, guest-service-related office operations, and the safety, security, and privacy of guests. Overnight shifts are regularly scheduled. The position may also support other lodging operations, including convenience-store sales, food and beverage service, laundry, and guest supplies. Employees may travel between lodging facilities and may be required to hold a valid state driver’s license. Assigned shifts may include weekends and holidays, and the position may maintain operations during emergencies, inclement weather, or management absences.

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 college, university, or junior-college study above the high-school level substituted at one-half academic year of study for six months of experience.
• Complete mandatory overnight training.
• Obtain required food-handling certifications when assisting with food and beverage service.
• May be required to possess a valid state driver’s license when traveling between lodging facilities.
• May be required to obtain NHG front-desk certification within six months and complete other required training.

Responsibilities

• Welcome guests and provide courteous, professional service, information about lodging, amenities, base facilities, and local attractions.
• Process guest check-ins and check-outs, verify patron eligibility, assign rooms, issue keys, manage reservations, collect payments, and provide receipts.
• Use the Property Management System (PMS) to create, modify, confirm, and cancel reservations and maintain guest records and accounts.
• Issue Certificates of Non-Availability (CNA) and provide alternative lodging options.
• Complete mandatory overnight training and provide coverage for call-outs, absences, and scheduling gaps; perform assigned overnight duties, reconciliations, and reports.
• Resolve routine guest complaints, adjust room charges or check-in/check-out times within established guidelines, and refer complex issues to management.
• Operate multi-line telephones, answer inquiries, deliver messages, handle wake-up calls, and prepare routine correspondence.
• Communicate guest concerns, operational issues, and emergencies to appropriate personnel; log maintenance requests in the PMS and arrange room relocations as needed.
• Process credit-card transactions, maintain change funds, reconcile shift transactions and guest accounts, and prepare Close Bank Reports and deposit records.
• Perform end-of-day reconciliations, identify account discrepancies, make corrections, and refer unresolved issues to management.
• Generate and review PMS reports, including arrivals, departures, occupancy, and night-audit reports; verify charges and complete required financial and operational reports.
• Maintain guest security, front-desk inventory, supplies, and assigned keys; follow master-key procedures, safeguard guest records and applicable safety-deposit boxes, and keep work areas clean and safe.
• Retrieve Lost and Found items and contact guests about recovered property, as needed and in accordance with established procedures.
• Operate point-of-sale systems for convenience-store purchases, if applicable, and assist with stocking and inventory.
• Assist with preparing, displaying, replenishing, and cleaning guest food and beverage service areas, including breakfast and refreshments, as needed; obtain required food-handling certifications.
• Assist with laundry operations, guest supplies, and other lodging-support duties, as needed.
• Work assigned shifts, including weekends and holidays, and maintain operations during emergencies, inclement weather, or management absences, as required.
• Obtain NHG front-desk certification within six months if required and complete other required training.
• Perform other duties as assigned.

Benefits

• Federal healthcare benefits, dental coverage, and vision coverage begin on the first day.
• 401(k) and pension plan options.
• Paid time off accrual begins on the first day.
• Tuition reimbursement program.
• Continuity programs for military spouses.
• Public Service Loan Forgiveness (PSLF) eligibility after qualifying years of service.
• Tax-free shopping at Navy Exchange locations worldwide.
• Competitive salary at the Non-Appropriated Fund NF-01 level, depending on experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED