GUEST SERVICE REPRESENTATIVE II - NEXCOM HOSPITALITY GROUP - NORTH ISLAND, FULL TIME (35+ HRS)

Navy Exchange Service Command; San Diego (CA); On-site; USD 24,000 - 34,000; Full time

Benefits offered by this job

Paid annual and sick leave

Medical/dental insurance

Flexible spending account

Pension plan

401K with up to 3% match

Short/Long term disability

Life insurance

Tax free shopping privileges

Free bus passes/parking

Discounted tickets at MWR

Navy Lodge access

Job summary

Navy Exchange Service Command (NEXCOM) is seeking a skilled NHG Front Desk Supervisor to lead daily operations at the front desk, ensuring outstanding guest service, effective scheduling, and compliance with SOPs. The role requires coordinating with management, training staff, and prioritizing guest satisfaction in a dynamic hotel-like environment.

The position includes responsibilities for payroll, scheduling, event support in the lobby, and acting as Manager on Duty as needed, with

Qualifications

• General experience in administrative or professional work with business practices.
• Specialized experience in Navy Lodge front of house operations or similar guest services.

Responsibilities

• Oversee NHG front desk operations, lobby appearance, guest service and office tasks.
• Manage multi-line telephone system, reservations, check-in/out, and payments.
• Train staff on NHG systems and SOPs; monitor training and scheduling.
• Approve leave requests; enter schedules and payroll data.
• Manage keys, mail, and safekeeping of guest valuables; maintain security logs.
• Act as Manager on Duty when assigned to ensure continuity.
• Participate in hiring, performance evaluations, and awards.
• Assist with setup/breakdown of breakfast area and events in the lobby.
• Prepare purchase requisitions for NHG facilities and maintain inventory of supplies.
• Ensure OSHA compliance; maintain a clean and safe guest environment.

Skills

Customer service

Front desk operations

Staff supervision

Scheduling

Communications

Tools

PMS

POS

Payroll system

Key log control

Job description

Job Description

Job Number:

260003SJ

Organization

NGIS North Island Pay Range : $21.28 (depends on expereince)

Come work for us as a FEDERAL EMPLOYEE and help support our mission by providing customers with quality goods and services at a savings and to support quality of life programs for active-duty military, retirees, reservists and their families.

By choosing to work for the NEXCOM Enterprise, you will enjoy one of the best benefit packages available anywhere:

• PAID ANNUAL AND SICK LEAVE
• MEDICAL/DENTAL INSURANCE
• FLEXIBLE SPENDING ACCOUNT
• PENSION PLAN
• 401K SAVINGS PLAN - UP TO 3% MATCH
• SHORT TERM DISABILITY /LONG TERM DISABILITY
• LIFE INSURANCE
• TAX FREE SHOPPING PRIVILEDGES
• FREE BUS PASSES/FREE PARKING
• DISCOUNTED TICKETS AT MWR
• ACCESS TO NAVY LODGE HOTELS WORLDWIDE

Job Summary:

Supervises subordinate NEXCOM Hospitality Group (NHG) staff responsible for daily operations of the front desk. Keeps appropriate management in chain of command abreast of situations that exceed the span of authority necessary to implement correction actions.

Duties and Responsibilities:

• Responsible for NHG front desk operations to include lobby appearance, guest service, office operations, etc. Required to work all shifts including holidays as scheduled. Communicates with all NHG personnel and chain of command concerning operations, guest issues or situations that exceed span of authority and require elevation to immediate supervisor.
• Utilizes various modes of communication to assist guests in person, via telephone, email, etc. to secure room reservations and/or cancellations, payments, inquiries, check-in check-out, authorizing patron verification guest room assignments, credit card processing, express check-out, etc.
• Trains associates on NHG systems, standards, operating procedures, SOPs etc. Monitors and ensures staff completes all required annual training within designated timeframe. Completes work schedules and assigns work checks, quality of work performed, monitors productivity and motivates staff to improve performance and encourages further development.
• Approves/disapproves leave requests, documents attendance and utilizes payroll system to enter schedules, annotate leave and provide General Manager with daily payroll expense report(s).
• Issues room keys, sorts incoming mail, and messages and deposits guest valuables in safety-deposit boxes as requested. Controls inventory/quantity of associates’ uniforms, ensuring that approved uniforms and name badges are worn and maintained in proper condition
• Operates a multi-line telephone system, records and delivers messages as required and answers inquiries pertaining to services, base facilities, area attractions and travel directions.
• Utilizes computerized Property Management System (PMS) to generate reports, input statistical data and reviews, and monitors same for accuracy. - Operates Point of Sale (POS) to record sales from convenience store if applicable or to enter daily sales transactions.
• Reconciles daily transactions of all accounts and outlets of the NHG property, ensuring complete reconciliation of balances while maintaining guest service at all times. Executes night audit functions, reviews audit packs and researches and where possible and applicable resolves discrepancies. Assists NHG management with end-of-month reporting. May be required to act as Government Purchase Card holder and maintain required records.
• Acts as Manager on Duty as assigned to maintain continuity in absence of General Manager.
• Must satisfy all training and requirements for position in conjunction with job duties.
• May be called upon to maintain operations during heavy weather and other emergencies.
• Participates in hiring front desk staff, evaluates and counsels staff, completes performance evaluations, approves leave requests and recommends performance awards.
• May be required to assist with the set-up and breakdown of the complimentary breakfast bar and other events in the lobby area. May be required to assist with set-up and breakdowns of chairs and tables used during special functions and clean immediate and surrounding areas upon conclusion of the event.
• Creates and submits purchase requisitions for NHG facility, supplies and guest amenities in accordance with established SOP. Maintains adequate supplies on hand in order to meet operational requirements. Monitors equipment and usage to ensure optimum performance. Makes trouble calls to appropriate departments/companies to have authorized repairs completed.
• Ensures operating procedures are in compliance with state and federal regulations with regard to OSHA and the NHG. Maintains a clean and safe environment for guests and associates.
• Reviews and has knowledge of departmental budgets. Monitors monthly expenses including payroll, supplies and amenities. Responsible for security of guests’ rooms and assigned pass key. Properly documents room keys issued and returned to the Key Log Control, and reports lost key(s) immediately to NHG General Manager.
• Performs other related duties as assigned.

Subject to shifting schedule. Willingness to work on evening,weekends and holidays required.

GENERAL EXPERIENCE:

2 years of experience in administrative, professional, investigative or other responsible work which enabled the applicant to gain a general knowledge of business practices and administrative processes, skill in dealing with others in person-to-person work relationships and the ability to exercise mature judgment.

OR SUBSTITUTION OF EDUCATION FOR EXPERIENCE:

1 year of academic study above the high school level successfully completed in a hotel lodging/hospitality school may be substituted at the rate of one-half academic year of study for 6 months of general experience provided such study included a minimum of 6 semester hours or the equivalent per year in subjects related to the specialized field.

AND SPECIALIZED EXPERIENCE:

One year of responsible experience in administrative supervisory professional or technical work that demonstrated knowledge of Navy Lodge front of house operations or similar work which demonstrated knowledge and abilities within a guest services environment.