GUEST SERVICE REPRESENTATIVE I - MAYPORT NAVY LODGE - FLEX

Mayport; Mayport (FL); On-site; USD 20,000 - 29,000; Full time

Job summary

Navy Exchange's Mayport Lodge is seeking a flexible Guest Service Representative I to welcome guests, manage reservations and front desk operations at the NHG property.

You will process check-ins/outs, assist with guest needs, coordinate with housekeeping and maintenance, and ensure safety and privacy of guests while delivering courteous service across weekends and holidays. Experience with front desk systems and cash handling is preferred.

Qualifications

• One year of general office clerical experience.
• One year progressively responsible experience related to the position.
• Study completed in college/university above high school level may substitute for six months of experience.

Responsibilities

• 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, manages reservations, collects payments and provides receipts.
• Uses the PMS to create/modify/confirm/cancel reservations; maintains guest records and accounts; issues CNA and offers alternatives when needed.
• Assists management with group reservations and commitment agreements per brand standards.
• Responds to guest requests/complaints, resolves routine issues, adjusts room charges or check-in/out times as allowed.
• Operates multi-line phones, records and delivers messages and coordinates guest requests including wake-up calls.
• Communicates operational concerns and emergencies to lodging personnel; coordinates maintenance through PMS and room relocations.
• Processes credit card transactions, reconciles daily receipts and prepares shift closing reports.
• Generates PMS reports and reviews arrivals, departures, occupancy and guest accounts; identifies discrepancies and corrects them.
• Maintains front desk inventory, supplies and keys; ensures lobby/front desk areas are clean, organized and safe.
• Assists with training front desk staff and Lost and Found procedures.
• Operates POS systems for on-site purchases and assists with inventory replenishment.
• May assist with food/beverage service and ensures sanitary service areas; may have relevant certifications.
• May assist with laundry operations and other lodging support tasks.
• May travel between lodging facilities and possess a valid state driver's license.
• Works shifts including weekends/holidays; may operate during emergencies or management absences.
• May obtain NHG front desk certification within six months and complete other required training.
• Performs other duties as assigned.

Job description

Job Description - GUEST SERVICE REPRESENTATIVE I - MAYPORT NAVY LODGE - FLEX (2600040R)

Job Description

GUEST SERVICE REPRESENTATIVE I - MAYPORT NAVY LODGE - FLEX

Job Number

2600040R

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.

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.