Front Desk & Guest Services Associate (Part-Time)

NAVY EXCHANGE SERVICE COMMAND (NEXCOM); Newport (RI); On-site; USD 21,000 - 28,000; Full time

Job description

Job Summary: Serves as first point of contact with guests at a Navy Gateway Inn and Suites and/or Navy Lodge property and handles all stages of guests stay accommodating special requests as needed and resolving issues that may arise. Responsible for front desk operations, lobby appearance, guest service related office operations, and the safety, security and privacy of all guests.

Duties and Responsibilities

• Must possess a welcoming manner and positive attitude, demonstrate effective communication skills, professionally interact with guests answering questions concerning lodging facilities, amenities, and local attractions.
• Assists guests with all requests in person or via telephone including making, confirming, or canceling room reservations, collecting payments, presenting lodging receipts, and handling check‑in/check‑out processes, authorized patron verification, guest room assignments, credit card processing, etc.
• Greets and welcomes guests upon sight while always maintaining outstanding guest relations.
• Communicates with all lodging associates and chain of command regarding operations, guest issues or situations that require immediate attention.
• Applies knowledge of standard operating procedures, processes and rules governing patron eligibility. Receives requests and processes reservations within established guidelines. When rooms are not available, provides a certificate of non‑availability (CNA) or alternative lodging options in the area.
• Assists Front Office Manager, Supervisor or Assistant General Manager (AGM) in handling group reservations and utilizes commitment agreements for all group per brand standards.
• Reconciles shift transactions of all accounts and outlets of the property, ensuring complete balancing while maintaining guest service at all times.
• Interacts with guests and resolves complaints, including adjusting room fees, check‑in/check‑out times, consistent with program policy, and refers unusual issues to the immediate supervisor for resolution.
• Registers and assigns rooms to guests, issuing room keys or cards, transmitting and receiving messages, and keeping records of occupied rooms and guest accounts. Makes and confirms reservations, presents statements, and collects payments as necessary.
• Operates a multi‑line telephone system, records and delivers messages as required, and answers inquiries regarding services, base facilities, area attractions and travel directions.
• Responsible for inventory of all keys and other supplies or amenities maintained at the front desk.
• Keeps the front desk and lobby area clean and safe.
• Responsible for assigned master key, properly logs in and out using key log, and reports lost key to supervisor immediately for security reasons.
• Assists the Front Office Manager, Supervisor or AGM to train and instruct personnel assigned to the Front Desk.
• Utilizes the Property Management System (PMS) to access guest information, retrieve reservation information and change or cancel reservations as requested by guests. Verifies registration information, secures a credit card for incidental expenses and authorizes credit card for room charges.
• Assists the Front Office Manager, Supervisor or AGM in ensuring that the Lost and Found is utilized in the PMS and that disposal processes are adhered to according to brand standards.
• Logs trouble calls in the PMS and ensures the appropriate department is notified. Relocates guests to a different room when required.
• Operates POS to record sales from the convenience store if applicable, and may assist in maintaining and stocking adequate supply levels.
• Ensures all wake‑up calls are handled promptly and properly.
• Types any miscellaneous memos or correspondence required in the course of performing assigned duties.
• Exchanges and maintains rotating change fund and daily log of moneys received and deposited, securely maintains all records, and accesses guest safety deposit boxes if applicable.
• 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. Verifies accuracy of charges and makes appropriate changes if errors occur.
• Completes all computer‑generated reports as assigned and notates any account discrepancies for action by management.
• Prepares Close Bank Report and receipts at the end of each shift in accordance with established procedures.
• May be responsible for the set‑up and breakdown, clean‑up of the complimentary self‑service breakfast bar. Assists with preparing, heating, displaying and replenishing breakfast items available to guests during breakfast hours. Ensures surrounding area is returned to its original state and free of all left‑over food by the end of the designated breakfast hour. Required to obtain proper food handling certifications as applicable.
• May be required to assist in laundry facility and issue/deploy 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.
• Will be required to work all shifts, including weekends and holidays, as scheduled.
• May be called upon to maintain operations during inclement weather and other emergencies for a 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.
• Performs other duties as assigned.

General Experience

• One year of general office clerical experience that demonstrated the ability to perform clerical duties satisfactorily.
• One year progressively responsible experience related to the position to be filled, or substitution of education for experience: 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.

Primary Location

United States – Rhode Island – Newport

Other Locations

United States – Rhode Island – Newport

Organization

NGIS Newport

Schedule

Flexible (0 – 19.5 hours)

Unposting Date

Ongoing