GUEST SERVICE REPRESENTATIVE I - Flex/ Recruitment Bonus %241k

Navy Exchange; New York (NY); On-site; USD 30,000 - 45,000; Full time

Job summary

A leading company is seeking a Guest Service Representative I to serve as the first point of contact for guests at a Navy Gateway Inn and Suites or Navy Lodge property. Responsibilities include managing front desk operations, ensuring guest satisfaction, and handling various guest requests. The ideal candidate should have experience in customer service and clerical roles, demonstrating effective communication and problem-solving skills.

Qualifications

• One year of general office clerical experience demonstrating clerical skills.
• One year of progressively responsible related experience or completion of higher education as a substitute.

Responsibilities

• Maintaining a welcoming manner and positive attitude.
• Interacting professionally with guests and answering questions.
• Handling guest requests including reservations and check-in/check-out.

Skills

Effective communication

Customer service

Problem-solving

Education

Higher education

Job description

GUEST SERVICE REPRESENTATIVE I - Flex/ Recruitment Bonus $1k

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

Responsibilities include:

1. Maintaining a welcoming manner and positive attitude, demonstrating effective communication skills.
2. Interacting professionally with guests, answering questions about facilities, amenities, and local attractions.
3. Assisting guests with requests via in person or telephone, including reservations, payments, check-in/check-out, and verification processes.
4. Greeting guests and maintaining excellent guest relations.
5. Communicating with staff regarding operations and guest issues requiring immediate attention.
6. Applying knowledge of standard procedures and policies, managing reservations, and providing alternatives when rooms are unavailable.
7. Handling group reservations and reconciling shift transactions.
8. Addressing and resolving guest complaints, adjusting fees or check-in/out times as appropriate, and escalating complex issues.
9. Registering guests, issuing room keys, and managing guest accounts and reservations.
10. Operating multi-line phones, recording messages, and providing information on services and local attractions.
11. Managing inventory of keys and supplies, maintaining a clean and safe front desk area, and handling the master key securely.
12. Training and instructing front desk personnel, utilizing Property Management System (PMS) for reservations and guest information management.
13. Managing Lost and Found procedures, logging trouble calls, and relocating guests when necessary.
14. Operating POS systems for convenience store sales, maintaining supply levels, and handling breakfast setup and cleanup if applicable.
15. Handling wake-up calls, preparing reports, and managing financial records, including cash and deposit logs.
16. Completing shift reports, verifying charges, and preparing end-of-shift banking and reports.
17. Supporting laundry and supply delivery tasks, and traveling between facilities if required.
18. Working all shifts, including weekends and holidays, and responding during emergencies or inclement weather.
19. Obtaining necessary certifications, such as food handling and front desk certification, within specified timeframes.

Minimum requirements include:

• One year of general office clerical experience demonstrating clerical skills.
• One year of progressively responsible related experience or completion of higher education as a substitute.

About the company

Save on electronics, handbags, jewelry, and more at the Navy Exchange, available online and in-store.

Notice

Equal Opportunity Employer, providing accommodations for applicants with disabilities. Legal requirements include completing Form I-9 and presenting proof of eligibility. Applicants may request alternative processes or accommodations as specified.