GUEST SERVICE REPRESENTATIVE II

NAVY EXCHANGE SERVICE COMMAND (NEXCOM); Belle Chasse (LA); On-site; USD 30,000 - 42,000; Full time

Job summary

NAVY Exchange Service Command (NEXCOM) seeks a Front Desk Associate for its hospitality group in Belle Chasse, LA. You’ll handle guest check-ins/outs, use the PMS to manage reservations, and ensure security and a welcoming lobby environment.

The role includes overnight shifts and routine guest issue resolution, with duties extending to cashiering, reporting, and coordination with management as needed.

Qualifications

• One year of general office clerical experience.
• One year progressively responsible experience related to the position.
• Substitution of education for experience: college study above high school level may substitute for 6 months of experience.

Responsibilities

• Check-ins and check-outs; verify patron eligibility and assign rooms.
• Maintain guest records, issue receipts, and process payments.
• Operate multi-line telephones and handle wake-up calls.
• Log maintenance requests and coordinate room moves as needed.
• Resolve routine guest concerns and refer complex issues to management.

Skills

Guest services

Front desk ops

PMS knowledge

Cash handling

Phone support

Tools

PMS

Job description

Serves as first point of contact with guests at a NEXCOM Hospitality Group 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. Overnight shifts are regularly scheduled.

Duties and Responsibilities

• Processes guest check-ins check-outs verifies patron eligibility assigns rooms issues keys manages reservations collects payments and provides receipts.
• Utilizes the Property Management System PMS to create modify confirm and cancel reservations maintains guest records and accounts. Issues Certificates of Non-Availability CNA and provides alternative lodging options.
• Completes mandatory overnight training and provides coverage for call-outs absences and scheduling gaps. Performs assigned overnight duties reconciliations and reports.
• Resolves routine guest complaints adjusts room charges or check-in check-out times within established guidelines and refers complex issues to management.
• Operates multi-line telephones answers inquiries delivers messages handles wake-up calls and prepares routine correspondence.
• Communicates guest concerns operational issues and emergencies to appropriate personnel. Logs maintenance requests in PMS and arranges room relocations as needed.
• Processes credit card transactions maintains change funds reconciles shift transactions and guest accounts and prepares Close Bank Reports and deposit records.
• Performs end-of-day reconciliations identifies account discrepancies and makes corrections or refers unresolved issues to management.
• Generates and reviews PMS reports including arrivals departures occupancy and night audit reports. Verifies charges and completes required financial and operational reports.
• Maintains guest security front desk inventory supplies and assigned keys. Follows master key procedures safeguards guest records and safety deposit boxes if applicable and maintains clean safe work areas.
• May retrieve Lost and Found items and contact guests regarding recovered property in accordance with established procedures.
• Operates point-of-sale POS systems for convenience store purchases if applicable and assists with stocking and inventory.
• May assist with preparing displaying replenishing and cleaning guest food and beverage service areas including breakfast and refreshments. Obtains required food handling certifications.
• May assist with laundry operations guest supplies and other lodging support duties.
• May travel between lodging facilities and be required to possess a valid state driver s license.
• Works assigned shifts including weekends and holidays and may maintain operations during emergencies inclement weather or management absences.
• May be required to obtain NHG front desk certification within six months 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.

Specialized Experience

One 1 year progressively responsible experience related to the position to be filled.

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.

Primary Location

United States-Louisiana-Belle Chasse

Organization

NGIS NOLA

Schedule

Full-Time (35 + hours)