GUEST SERVICE REPRESENTATIVE I (Flex)

Navy Exchange Service Command; Kittery (ME); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Day One Benefits

Federal Healthcare

Dental & Vision coverage

Paid Time Off

PSLF eligibility

Tax-free shopping

Job summary

Navy Exchange Service Command seeks a Guest Service Representative I (Flex) to serve as the first point of contact for guests at Navy Lodge and related facilities. You will assist with check-in/check-out, reservations, and guest inquiries, delivering friendly service and accurate information while upholding privacy and security standards.

Working with a team, you will use the Property Management System to manage reservations and billing, while maintaining a clean, welcoming lobby and adhering to

Qualifications

• One year of general office clerical experience.
• One year progressively responsible experience related to the position.
• Substitution of education for experience options.
• Ability to work all shifts, including weekends and holidays.

Responsibilities

• Greet guests and provide information about lodging facilities.
• Assist guests with reservations, payments, and check-in/check-out.
• Operate the front desk and maintain lobby appearance.
• Use PMS to access reservations and update records.
• Handle guest complaints and coordinate with staff.
• Ensure security of keys and guest privacy.

Skills

Guest service

Front desk operations

PMS

Cash handling

Reservations

Telephone etiquette

Tools

PMS

POS

Job description

Job Description - GUEST SERVICE REPRESENTATIVE I (Flex) (2600029U)

Job Description

GUEST SERVICE REPRESENTATIVE I (Flex)

Job Number:

2600029U

Why the Navy Exchange Service Command?

While some serve overseas for our country, we hold down the fort — we serve the men and women who wear the flag — America’s strength, America’s heart. We are here to guide them and deliver our service members and their families the tools they need to do what they love to do.

You can expect an unforgettable, dynamic, and competitive work environment.

The Benefits Begin DAY ONE:

We know you work hard and cultivate the very best solutions for your family — and that’s why the benefits we offer, you won’t find anywhere else:

• Competitive Salary: Federal pay beginning at the Non-Appropriated Fund NF-01 level + depending on experience.
• Immediate Coverage: Benefits begin on DAY ONE.
• Comprehensive Healthcare: Federal Healthcare benefits, Dental, and Vision coverage.
• Paid Time Off: Accrual of PTO starts on DAY ONE.
• Military Family Support: Continuity Programs for Military Spouses.
• Loan Forgiveness: Public Service Loan Forgiveness (PSLF) eligible* after qualifying years of service.
• Exclusive Perks: Tax-free shopping, worldwide, at any Navy Exchange location.

Because here at the Navy Exchange Service Command, there’s no such thing as tomorrow — there’s only today. GET AFTER IT. Seize the opportunity to grow and be community-driven, too. Build a mission-driven life. Mission: YOU.

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 guest questions concerning lodging facilities, amenities and provides information about local attractions
• Assists guests with all requests, in person or via telephone, including, but not limited to, making, confirming and/or cancelling room reservations, collecting payments and presenting lodging receipts, check-in/check-out process, authorized patron verification, guest room assignments, credit card processing etc.
• Greets and welcomes guests upon sight, always maintaining outstanding guest relations.
• Communicates with all lodging associates and chain of command concerning 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) and/or alternative lodging options in the area.
• Assists Front Office Manager, Supervisor or Assistant General Manager (AGM) in handling group reservations, utilizes commitment agreement 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 receives and resolves guests’ complaints, including but not limited to: adjusting room fees, adjusting check-in/check-out times consistent with program policy, and refers unusual issues to immediate supervisor for assistance and/or resolution. Utilizes judgment and understanding of policies and procedures to better assist guests.
• Registers and assigns rooms to guests, issuing room keys or cards; transmits and receives messages, and keeps records of occupied rooms and guest accounts, makes and confirms reservations, presenting statements and collecting payments, as necessary.
• Operates a multi-line telephone system, records and delivers messages, as required, and answering inquiries pertaining to services, base facilities, area attractions and travel directions.
• Responsible for inventory of all keys and other supplies and/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 for record. Must report 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 the 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 Property Management System and 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 convenience store (if applicable). May assist in maintaining and stocking adequate supply levels.
• Ensures all wake up calls are handled promptly and properly. Types any miscellaneous memos/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 access to 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. Assist 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 designated breakfast hour. Required to obtain proper food handling certifications as applicable.
• 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.
• 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 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 (1) year of general office clerical experience that demonstrated the ability to perform clerical duties satisfactorily.

AND

SPECIALIZED EXPERIENCE: One (1) 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.