GUEST SERVICE REPRESENTATIVE II - MAYPORT NAVY LODGE - FLEX

NEXCOM•Mayport, FL

15h•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' stay. 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.
Possess a welcoming manner and positive attitude.
Demonstrate effective communication skills.
Interact professionally with guests.
Answer questions concerning lodging facilities, amenities, and provide information about local attractions.
Assist guests with all requests, in person or via telephone.
Make, confirm, and cancel room reservations.
Collect payments and present lodging receipts.
Complete all mandatory training designated for overnight shift.
Fill in schedule gaps due to call-outs, no-shows, vacations for the overnight shift schedule.
Complete all work duties and reports assigned to the shift.
Communicate with all lodging associates and chain of command concerning operations, guest issues or situations that require immediate attention.
Apply knowledge of standard operating procedures, processes and rules governing patron eligibility.
Receive requests and process reservations within established guidelines.
Provide a certificate of non-availability (CNA) and/or alternative lodging options when rooms are not available.
Reconcile shift transactions of all accounts and outlets, ensuring complete balancing.
Receive and resolve guests' complaints.
Adjust room fees and check-in/check-out times consistent with program policy.
Refer unusual issues to immediate supervisor for assistance and/or resolution.
Utilize judgment and understanding of policies and procedures to assist guests.
Register and assign rooms to guests, issuing room keys or cards.
Transmit and receive messages.
Keep records of occupied rooms and guest accounts.
Make and confirm reservations.
Present statements and collect payments.
Record and deliver messages.
Answer inquiries pertaining to services, base facilities, area attractions and travel directions.
Secure a credit card for incidental expenses and authorize credit card for room charges.
Log trouble calls in the PMS.
Ensure all wake up calls are handled promptly and properly.
Exchange and maintain rotating change fund.
Maintain daily log of moneys received and deposited.
Securely maintain all records and access to guest safety deposit boxes.
Verify accuracy of charges for correctness and make appropriate changes if errors occur.
Complete all computer generated reports, as assigned.
Prepare Close Bank Report and receipts at the end of each shift.
Prepare end of day front desk reconciliations.
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.
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.

Nice To Haves

May be required to retrieve Lost and Found items and contact guests regarding lost or found items.
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.
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 as needed, within the normal scope of duties.

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 all stages of guests' stay, including check-in/check-out, reservations, and payments.
Verify patron eligibility and assign rooms.
Process credit card payments and present lodging receipts.
Operate a multi-line telephone system, record and deliver messages, and answer inquiries.
Maintain inventory of keys and front desk supplies.
Keep the front desk and lobby area clean and safe.
Manage assigned master key and log its usage.
Utilize the Property Management System (PMS) for guest information, reservations, and credit card authorization.
Retrieve and return Lost and Found items.
Log trouble calls in PMS and notify appropriate departments.
Relocate guests to different rooms when required.
Operate POS to record sales from convenience store (if applicable) and assist with stocking.
Ensure wake-up calls are handled promptly and properly.
Type miscellaneous memos and correspondence.
Ensure the security of all guests at all times.
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.
Generate and print various reports from the PMS.
Verify accuracy of charges and make corrections.
Complete computer-generated reports and notate account discrepancies.
Prepare Close Bank Report and receipts at the end of each shift.
Prepare end-of-day front desk reconciliations.
Set up, breakdown, and clean the complimentary breakfast bar, including preparing, heating, displaying, and replenishing items.
Assist in the laundry facility and issue/deliver supplies to guests.
Work all shifts, including weekends and holidays.
Maintain operations during inclement weather and/or other emergencies.
Obtain NEXCOM Hospitality Group (NHG) front desk certification within 6 months of employment, as well as any other requirements.
Perform other duties as assigned.