(NHG WALLOPS ISLAND) -GUEST SERVICE REPRESENTATIVE I

Navy Exchange; Wallops Island (VA); On-site; USD 19,000 - 27,000; Part time

Job summary

Navy Exchange at NHG Wallops Island is seeking a Guest Service Representative I to be the first point of contact for guests, handling front desk operations, welcoming guests, and providing information on lodging, amenities, base facilities, and local attractions.

Responsibilities include processing check-ins/check-outs, using the PMS to manage reservations, issuing keys, handling payments, coordinating with management on group bookings, and ensuring safety, privacy, and a tidy lobby.

Responsibilities

• Provides professional, courteous guest service and welcomes guests, responds to inquiries and offers information on lodging, amenities, base facilities, and local attractions.
• Processes guest check-ins/check-outs, verifies eligibility, assigns rooms, issues keys, manages reservations, and handles payments.
• Uses the Property Management System to create/modify/confirm/cancel reservations, maintains guest records and reports.
• Responds to guest requests and complaints, resolves routine issues, and coordinates wake-up calls and guest services.
• Operates multi-line phone systems, records messages, and coordinates guest requests including special arrangements.
• Maintains lobby area, front desk inventory, and ensures security and privacy of guests.

Job description

(NHG WALLOPS ISLAND) -GUEST SERVICE REPRESENTATIVE I

Job Number:

260003T0

Primary Location

: United States-Virginia-Wallops Island

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.

Schedule

: Flexible (0 – 19.5 hours)

Unposting Date

: Nov 3, 2026, 4:59:00 AM