GUEST SERVICE REPRESENTATIVE II (FULL-TIME)

NEXCOM•Millington, TN

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' 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.
Must possess a welcoming manner and positive attitude.
Demonstrate effective communication skills.
Interact professionally with guests.
Answer questions concerning lodging facilities, amenities, and local attractions.
Assist guests with all requests, in person or via telephone.
Make, confirm, and cancel room reservations.
Collect payments and present lodging receipts.
Handle the check-in/check-out process.
Perform authorized patron verification.
Assign guest rooms.
Process credit card transactions.
Greet and welcome guests upon sight, maintaining outstanding guest relations.
Complete all mandatory training designated for overnight shift.
Fill in schedule gaps due to call-outs, no-shows, vacations for the overnight shift.
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 requiring immediate attention.
Apply knowledge of standard operating procedures, processes, and rules governing patron eligibility.
Utilize judgment and understanding of policies and procedures to assist guests.
Operate the Property Management System (PMS) to access guest information, retrieve reservation information, and change or cancel reservations.
Verify registration information.
Secure a credit card for incidental expenses and authorize credit card for room charges.
May be required to retrieve Lost and Found items and contact guests.
Log trouble calls in the PMS.
Relocate guests to a different room when required.
Ensure all wake up calls are handled promptly and properly.
Type miscellaneous memos/correspondence.
Exchange and maintain rotating change fund.
Securely maintain all records.
Complete all computer generated reports as assigned.
Notate any account discrepancies for corrective action by management.
Prepare end of day front desk reconciliations.
Required to obtain proper food handling certifications as applicable.
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.

Nice To Haves

May assist in maintaining and stocking adequate supply levels.
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.
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.
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 all stages of guests' stay, including check-in/check-out, reservations, and payments.
Verify patron eligibility and process reservations.
Provide certificates of non-availability (CNA) and alternative lodging options when rooms are unavailable.
Reconcile shift transactions and balance accounts.
Receive and resolve guest complaints, adjusting fees or times as appropriate.
Register guests, assign rooms, and issue keys.
Operate a multi-line telephone system, record messages, and answer inquiries.
Manage inventory of keys, supplies, and amenities.
Maintain the cleanliness and safety of the front desk and lobby area.
Log trouble calls and ensure appropriate departments are notified.
Operate POS to record sales from convenience store (if applicable) and assist with stocking.
Ensure all wake-up calls are handled promptly and properly.
Maintain security of all guests at all times.
Manage 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.
Prepare Close Bank Report and receipts at the end of each shift.
Prepare end-of-day front desk reconciliations.
May be responsible for the setup, breakdown, and clean-up of the complimentary breakfast bar.
May be required to assist in the laundry facility and issue/deliver supplies.
May be required to possess a valid state driver's license for travel to other lodging facilities.
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.
May be required to obtain NHG front desk certification within 6 months of employment.
Perform other duties as assigned.