GUEST SERVICE REPRESENTATIVE II - FLEX/ Recruitment Bonus %241k

Navy Exchange; New York (NY); On-site; USD 30,000 - 40,000; Full time

Job summary

A leading company is seeking a Guest Service Representative II to serve as the first point of contact for guests at their Navy Gateway Inn and Suites. Responsibilities include managing front desk operations, assisting guests with reservations, and ensuring a welcoming environment. The role requires effective communication skills and a positive attitude, with overnight shifts regularly scheduled. Candidates should have one year of clerical experience and be prepared to handle guest inquiries and issues efficiently.

Qualifications

• One year of general office clerical experience.
• One year of progressively responsible related experience.

Responsibilities

• Handles guest check-ins and check-outs, manages reservations.
• Resolves guest complaints and maintains guest relations.
• Operates multi-line phones and manages cash drawer.

Skills

Effective communication

Customer service

Problem-solving

Education

General office clerical experience

Job description

GUEST SERVICE REPRESENTATIVE II - 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 guests' 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. Overnight shifts are regularly scheduled.

Duties and Responsibilities:

1. Must possess a welcoming manner and positive attitude, demonstrating effective communication skills. Interacts professionally with guests, answering questions about lodging facilities, amenities, and local attractions.
2. Assists guests with requests in person or via telephone, including making, confirming, or canceling reservations; collecting payments; presenting receipts; check-in/check-out; authorized patron verification; guest room assignments; credit card processing.
3. Greets and welcomes guests upon sight, maintaining outstanding guest relations.
4. Completes mandatory training for overnight shifts and fills schedule gaps due to call-outs or vacations.
5. Communicates with lodging staff and management regarding operations and guest issues requiring immediate attention.
6. Follows standard operating procedures for patron eligibility, processes reservations, and provides alternatives when rooms are unavailable.
7. Reconciles shift transactions, ensuring accurate accounts while maintaining guest service quality.
8. Resolves guest complaints, adjusts room fees or check-in/out times as policy allows, and refers complex issues to supervisors.
9. Registers and assigns rooms, issues keys, manages messages, and maintains records of guest accounts.
10. Operates multi-line phones, records messages, and provides information on services, facilities, and local attractions.
11. Manages inventory of keys and supplies, maintains a clean and safe front desk and lobby area.
12. Handles master keys securely, logs key usage, and reports lost keys immediately.
13. Uses Property Management System (PMS) to access and modify guest information, reservations, and charges.
14. Retrieves and contacts guests regarding lost and found items.
15. Logs trouble calls in PMS and notifies relevant departments; relocates guests when necessary.
16. Operates POS systems for convenience store sales and assists with inventory.
17. Handles wake-up calls and performs miscellaneous administrative tasks, including memos and correspondence.
18. Maintains guest security at all times.
19. Manages cash drawer, deposits, and security of deposit boxes.
20. Generates reports from PMS, verifies charges, and addresses discrepancies.
21. Prepares end-of-shift reports and reconciliations, including bank and front desk reports.
22. Assists with breakfast setup, replenishment, and cleanup, obtaining food handling certifications as needed.
23. May assist with laundry and supply delivery to guests.
24. Possesses a valid driver’s license if required for travel between properties.
25. Works all scheduled shifts, including weekends and holidays, and responds to emergencies or weather-related issues as needed.
26. May be required to obtain NHG front desk certification within 6 months.

Minimum Experience and Education:

One year of general office clerical experience and one year of progressively responsible related experience, or a combination of education and experience as specified.

About the company

Save on brand name electronics, handbags, jewelry, Navy Pride, shoes, clothing & more at the Navy Exchange. Shop online or at your local NEX today!

Notice

Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Reasonable accommodations are provided for applicants with disabilities. Contact [e-mail] or call 407-000-0000.

Legal compliance requirements include completing Form I-9 and providing proof of identity and work eligibility. An AEDT scores job-related skills and responses, with bias-audit details available online. NYC applicants may request alternative processes or accommodations.