GUEST SERVICE REPRESENTATIVE II (FLEX)

Navy Exchange Service Command; Washington (District of Columbia); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Competitive Salary

Benefits begin DAY ONE

Comprehensive Healthcare

Paid Time Off (PTO) starting DAY ONE

Military Family Support

Public Service Loan Forgiveness (PSLF)

Tax-free shopping

Job summary

Navy Exchange Service Command in Washington, DC is seeking a Guest Service Representative II (Flex). You will be the first point of contact for guests, handling check-ins/check-outs, reservations and guest inquiries at a NEXCOM Hospitality Group property.

Oversight of front desk operations, PMS-based room assignments, and handling cash transactions are part of the role. Overnight shifts are regularly scheduled, and safety and privacy of guests are emphasized.

Qualifications

• Front desk operations and guest services experience.
• Ability to handle inquiries and provide information on lodging and local attractions.
• Cash handling and basic payments processing using PMS.

Responsibilities

• Welcome guests, provide information on lodging, amenities and local attractions.
• Process check-ins/outs, assign rooms, issue keys, and manage reservations.
• Use PMS to modify and confirm reservations and generate reports.
• Reconcile end-of-day transactions and prepare deposit records.
• Handle guest concerns and resolve routine issues per guidelines.
• Operate multi-line phones and handle correspondence and wake-up calls.
• Maintain security and privacy of guest information and keys.
• Assist with stocking, housekeeping coordination and breakfast service as needed.

Skills

Guest service

Customer inquiries

Cash handling

PMS knowledge

Tools

PMS system

Job description

Job Description - GUEST SERVICE REPRESENTATIVE II (FLEX) (260003TU)

Job Description

GUEST SERVICE REPRESENTATIVE II (FLEX)

Job Number:

260003TU

Primary Location

United States-District of Columbia-Washington

Organization

Washington Navy Yard Pay Range : 22.09

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 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:

• Provides courteous professional guest service welcomes guests answers inquiries and provides information on lodging accommodations amenities base facilities and local attractions.
• 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.

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.