GUEST SERVICE REPRESENTATIVE II

NEXCOM•Belle Chasse, LA

17h

About The Position

Serves as the first point of contact for guests at a NEXCOM Hospitality Group property and supports guests throughout their stay, including 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 require coverage for absences and scheduling gaps, work on weekends and holidays, and maintaining operations during emergencies, inclement weather, or management absences. Other duties may include supporting convenience-store point-of-sale operations, food and beverage service areas, laundry, and other lodging services. Travel between lodging facilities may be required.

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 may substitute at one-half academic year of study for six months of experience.
Complete mandatory overnight training.
Obtain NHG front desk certification within six months if required and complete other required training.
Obtain required food-handling certifications when assisting with food and beverage service.
Possess a valid state driver's license if required for travel between lodging facilities.

Responsibilities

Welcome guests, provide courteous and professional service, answer inquiries, and share 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 and adjust room charges or check-in/check-out times within established guidelines; 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, or 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 and supplies, and assigned keys; follow master key procedures, safeguard guest records and safety deposit boxes when applicable, and maintain clean, safe work areas.
Retrieve Lost and Found items and contact guests about recovered property in accordance with established procedures, as needed.
Operate point-of-sale systems for convenience-store purchases when 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.
Travel between lodging facilities when required and maintain a valid state driver's license if required.
Work assigned shifts, including weekends and holidays, and maintain operations during emergencies, inclement weather, or management absences.
Obtain NHG front desk certification within six months if required and complete other required training.
Perform other duties as assigned.