(NHG WALLOPS ISLAND) -GUEST SERVICE REPRESENTATIVE I

Navy Exchange Service Command; Virginia; On-site; USD 19,000 - 27,000; Full time

Job summary

Navy Exchange Service Command, Wallops Island, seeks a Guest Service Representative I to be the first contact for guests and manage front desk operations. You will handle check-ins/outs, reservations, and provide information on lodging, amenities, and local attractions, ensuring a welcoming and secure environment.

Responsibilities include operating PMS and POS systems, coordinating guest requests, and maintaining lobby and safety standards.

Qualifications

• One 1 year of general office clerical experience.
• One 1 year progressively responsible experience related to lodging/front desk.
• Substitution of education for experience may apply per policy.

Responsibilities

• Greet guests and assign rooms, verify eligibility, and process check-ins/check-outs.
• Operate PMS to manage reservations and guest records.
• Respond to inquiries about lodgings, amenities, and local attractions.
• Handle payments, issue receipts, and balance cash drawers.
• Coordinate wake-up calls and front desk communications.

Skills

General office clerical experience

Customer service

Tools

Property Management System (PMS)

POS systems

Cash handling

Job description

Job Description - (NHG WALLOPS ISLAND) -GUEST SERVICE REPRESENTATIVE I (260003T0)

Job Description

(NHG WALLOPS ISLAND) -GUEST SERVICE REPRESENTATIVE I

Job Number:

260003T0

Organization

NGIS Wallops Island Pay Range : 16.75

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. 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.