(NHG WALLOPS ISLAND) -GUEST SERVICE REPRESENTATIVE II

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

Job summary

Navy Exchange Service Command (NEXCOM) at Wallops Island seeks a Guest Service Representative II to manage front desk operations, greet guests, and handle reservations and inquiries. Overnight shifts are regularly scheduled, with duties including handling payments, issuing keys, and maintaining PMS records.

The role requires one year of general office clerical experience and one year of progressively responsible experience related to the position. A high school diploma or equivalent is preferred.

Qualifications

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

Responsibilities

• Provides courteous professional guest service, greets 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.
• Operates PMS to create, modify, confirm, and cancel reservations; maintains guest records and accounts; issues CNA and provides alternative lodging options.
• Completes overnight training and provides coverage for call-outs, absences and scheduling gaps; performs overnight duties and reconciliations.
• Resolves routine guest complaints, adjusts charges or check-in/check-out times within guidelines; refers complex issues to management.

Skills

Guest service

Clerical skills

Education

High school diploma or equivalent

Job description

Job Description - (NHG WALLOPS ISLAND) -GUEST SERVICE REPRESENTATIVE II (260003S4)

Job Description

(NHG WALLOPS ISLAND) -GUEST SERVICE REPRESENTATIVE II

Job Number:

260003S4

Primary Location

Organization

NGIS Wallops Island Pay Range : $16.75

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.