GUEST SERVICE REPRESENTATIVE full-time $1,000.00 incentive bonus

Navy Exchange Service Command; Kittery (ME); On-site; USD 30,000 - 40,000; Full time

Job summary

A leading company is seeking a full-time Guest Service Representative to be the first point of contact at a Navy Gateway Inn and Suites or Navy Lodge. Responsibilities include managing guest check-ins/check-outs, providing excellent customer service, and handling front desk operations. The ideal candidate will possess strong communication skills and previous office clerical experience.

Qualifications

• One year of general office clerical experience demonstrating satisfactory clerical skills.
• One year of progressively responsible experience related to the position.
• Higher education can substitute experience.

Responsibilities

• Handling front desk operations and guest relations.
• Interacting with guests about lodging facilities and services.
• Resolving guest issues and complaints effectively.

Skills

Communication

Customer Service

Problem Solving

Education

High School Diploma or equivalent

College or university study

Job description

Job Description - GUEST SERVICE REPRESENTATIVE full-time $1,000.00 incentive bonus (250001MV)

Job Number:

250001MV

Primary Location

Organization

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

Responsibilities include:

• Providing a welcoming manner and positive attitude, demonstrating effective communication skills.
• Interacting professionally with guests, answering questions about lodging facilities, amenities, and local attractions.
• Assisting guests with requests in person or via telephone, including reservations, payments, check-in/check-out, and guest verification.
• Greeting guests upon arrival and maintaining excellent guest relations.
• Communicating with lodging staff and management regarding operations and guest issues.
• Applying knowledge of procedures and rules for patron eligibility, processing reservations, and providing alternatives when rooms are unavailable.
• Assisting with group reservations and reconciling shift transactions.
• Handling guest complaints and resolving issues, including adjusting fees and check-in/check-out times.
• Registering guests, assigning rooms, issuing keys, and managing reservations and payments.
• Operating a multi-line telephone system, recording messages, and providing information about services and area attractions.
• Managing inventory of keys and supplies, maintaining the cleanliness and safety of the front desk area.
• Handling master keys securely, logging key usage, and reporting lost keys.
• Training and instructing front desk personnel.
• Using the Property Management System (PMS) to access and modify guest information, reservations, and charges.
• Managing the Lost and Found system according to standards.
• Logging trouble calls, relocating guests if needed, and operating POS systems for sales.
• Ensuring wake-up calls are handled properly and preparing various reports from the PMS.
• Completing shift reports, including Close Bank Reports and receipts.
• Assisting with breakfast setup, replenishment, and cleanup, and obtaining food handling certifications as needed.
• Supporting laundry operations and supply deliveries if required.
• Possessing a valid driver’s license for travel between facilities if necessary.
• Working all shifts, including weekends and holidays, and maintaining operations during emergencies.
• Obtaining necessary certifications within specified timeframes.
• Performing other duties as assigned.

  Qualifications:

  • One year of general office clerical experience demonstrating satisfactory clerical skills.
  • One year of progressively responsible experience related to the position.
  • Alternatively, college or university study above high school level can substitute for experience at a rate of half a year of study for every six months of experience.