(NHG WALLOPS ISLAND) -GUEST SERVICE REPRESENTATIVE II

NAVY EXCHANGE SERVICE COMMAND (NEXCOM); Virginia (MN); On-site; USD 17,000 - 25,000; Part time

Job summary

NAVY EXCHANGE SERVICE COMMAND (NEXCOM) at NGIS Wallops Island is seeking a part-time Front Desk Guest Services employee to support lodging operations. You will handle guest check-ins/outs, answer inquiries, manage reservations in the PMS, and help ensure guest privacy and security.

The role includes overnight coverage during scheduled shifts, processing payments, coordinating with housekeeping, and delivering excellent service for guests and visitors.

Qualifications

• One 1 year of general office clerical experience that demonstrated the ability to perform clerical duties satisfactorily.

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.
• Completes mandatory overnight training and provides coverage for call-outs, absences and scheduling gaps.
• 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 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.

Job description

Job Summary

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 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.

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.

Primary Location

United States-Virginia-Wallops Island

Organization

NGIS Wallops Island

Schedule

Part-time (20 - 34.5 hours)

Unposting Date

Oct 26, 2026, 11:59:00 PM