GUEST SERVICE REPRESENTATIVE I - MAYPORT NAVY INN - FLEX

Navy Exchange Service Command; Florida; On-site; USD 20,000 - 29,000; Full time

Job summary

Navy Exchange Service Command (NEXCOM) Mayport Navy Inn - Flex is seeking a Guest Service Representative I to welcome guests and manage front desk operations, including check-ins, room assignments and payments.

You will use the Property Management System to maintain reservations and guest records, handle inquiries, and ensure a safe, secure, and pleasant stay for all guests while upholding NHG brand standards.

Qualifications

• One 1 year of general office clerical experience that demonstrated the ability to perform clerical duties satisfactorily.
• One 1 year progressively responsible experience related to the position to be filled.
• 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.

Responsibilities

• Provides professional, courteous guest service; welcomes guests, responds to inquiries and provides information regarding lodging accommodations, amenities and local attractions.
• Processes guest check-ins/check-outs, verifies patron eligibility, assigns rooms, issues keys and manages reservations in accordance with policies.
• Uses the PMS to create, modify, confirm and cancel reservations, maintains guest records and accounts, and handles CNA and alternative lodging options when needed.
• Assists management with group reservations and commitment agreements following brand standards.
• Responds to guest requests and complaints, resolves routine issues and refers complex matters to management.

Skills

Guest service

Front desk operations

Tools

PMS

POS systems

Job description

Job Description - GUEST SERVICE REPRESENTATIVE I - MAYPORT NAVY INN - FLEX (260003UH)

Job Description

GUEST SERVICE REPRESENTATIVE I - MAYPORT NAVY INN - FLEX

Job Number:

260003UH

Primary Location

United States-Florida-Mayport

Organization

Mayport Pay Range : $18.00

Job Summary

Serves as first point of contact with guests at a NEXCOM Hospitality Group (NHG) 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

• Provides professional, courteous guest service; welcomes guests, responds to inquiries and provides information regarding lodging accommodations, amenities, base facilities, local attractions and directions.
• Processes guest check-ins/check-outs, verifies patron eligibility, assigns rooms, issues keys, manages reservations, collects payments and provides receipts in accordance with established policies and procedures.
• Utilizes the Property Management System (PMS) to create, modify, confirm and cancel reservations; maintains accurate guest records, room assignments and account information. Issues Certificates of Non-Availability (CNA) and provides alternative lodging options when necessary.
• Assists management with group reservations and commitment agreements in accordance with brand standards.
• Responds to guest requests and complaints, resolves routine issues, adjusts room charges or check-in/check-out times within established guidelines and refers complex matters to management.
• Operates multi-line telephone systems, responds to inquiries, records and delivers messages and coordinates guest requests, including wake-up calls.
• Communicates operational concerns, guest issues and emergencies to appropriate lodging personnel and management. Coordinates maintenance requests through PMS and arranges guest room relocations as needed.
• Processes credit card transactions, maintains change funds, reconciles daily transactions and guest accounts, prepares shift closing reports and ensures accurate accounting of receipts, deposits and charges.
• Generates and reviews PMS reports, including arrivals, departures, occupancy, guest accounts and night audit reports. Identifies discrepancies and makes corrections or refers issues to management.
• Maintains front desk inventory, supplies, amenities and assigned keys; follows established security procedures for master keys, guest records and safety deposit boxes, if applicable. Ensures lobby and front desk areas remain clean, organized and safe.
• Assists management with training front desk personnel and maintaining Lost and Found records and disposal procedures in accordance with brand standards.
• Operates point-of-sale (POS) systems for convenience store purchases, if applicable, and assists with inventory replenishment and stocking.
• May assist with preparing, heating, displaying, replenishing and cleaning up guest food and beverage offerings, including breakfast, snacks and refreshments. Maintains sanitary service areas and obtains required food handling certifications.
• May assist with laundry operations, distribution of guest supplies and other lodging support functions.
• May be required to travel between lodging facilities and possess a valid state driver's license.
• Works assigned shifts, including weekends and holidays, and may maintain operations during emergencies, inclement weather or temporary management absences.
• May be required to obtain NHG front desk certification within six months of employment and complete other required training.
• Performs other duties as assigned.

Must be able to work weekend and holidays

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.