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NAVY EXCHANGE SERVICE COMMAND (NEXCOM) · 22 hours ago

GUEST SERVICE REPRESENTATIVE I

Kings Bay, GA

Part-time

Onsite

Entry Level

1+ years exp

Navy Exchange Service Command (NEXCOM) is seeking a Guest Service Representative I to serve as the first point of contact with guests at Navy Gateway Inn and Suites or Navy Lodge properties. The role involves handling guest requests, managing front desk operations, and ensuring guest satisfaction while maintaining safety and security standards.

Information Technology

Responsibilities

Must possess a welcoming manner and positive attitude demonstrate effective communication skills professionally interact with guests answering guest questions concerning lodging facilities amenities and provides information about local attractions

Assists guests with all requests in person or via telephone including but not limited to making confirming and or cancelling room reservations collecting payments and presenting lodging receipts check-in check-out process authorized patron verification guest room assignments credit card processing etc

Greets and welcomes guests upon sight always maintaining outstanding guest relations

Communicates with all lodging associates and chain of command concerning operations guest issues or situations that require immediate attention

Applies knowledge of standard operating procedures processes and rules governing patron eligibility. Receives requests and processes reservations within established guidelines. When rooms are not available provides a certificate of non-availability CNA and or alternative lodging options in the area

Assists Front Office Manager Supervisor or Assistant General Manager AGM in handling group reservations utilizes commitment agreement for all group per brand standards

Reconciles shift transactions of all accounts and outlets of the property ensuring complete balancing while maintaining guest service at all times. - Interacts with guests and receives and resolves guests complaints including but not limited to adjusting room fees adjusting check-in check-out times consistent with program policy and refers unusual issues to immediate supervisor for assistance and or resolution. Utilizes judgment and understanding of policies and procedures to better assist guests

Registers and assigns rooms to guests issuing room keys or cards transmits and receives messages and keeps records of occupied rooms and guest accounts makes and confirms reservations presenting statements and collecting payments as necessary

Operates a multi-line telephone system records and delivers messages as required and answering inquiries pertaining to services base facilities area attractions and travel directions

Responsible for inventory of all keys and other supplies and or amenities maintained at the front desk. Keeps the front desk and lobby area clean and safe

Responsible for assigned master key. Properly logs in and out using key log for record. Must report lost key to supervisor immediately for security reasons

Assists the Front Office Manager Supervisor or AGM to train and instruct personnel assigned to the Front Desk

Utilizes the Property Management System PMS to access guest information retrieve reservation information and change or cancel reservations as requested by the guests. Verifies registration information secures a credit card for incidental expenses and authorizes credit card for room charges

Assists the Front Office Manager Supervisor or AGM in ensuring that the Lost and Found is utilized in Property Management System and disposal processes are adhered to according to brand standards

Logs trouble calls in the PMS and ensures the appropriate department is notified. Relocates guests to a different room when required

Operates POS to record sales from convenience store if applicable . May assist in maintaining and stocking adequate supply levels

Ensures all wake up calls are handled promptly and properly. Types any miscellaneous memos correspondence required in the course of performing assigned duties

Exchanges and maintains rotating change fund and daily log of moneys received and deposited. Securely maintains all records and access to guest safety deposit boxes if applicable

May be required to generate and print various reports from the PMS such as Expected Arrivals Departure List In-House Guest List and Night Audit reports as well as other daily monthly or annual occupancy reports. Verifies accuracy of charges and makes appropriate changes if errors occur

Completes all computer generated reports as assigned and notates any account discrepancies for action by management

Prepares Close Bank Report and receipts at the end of each shift in accordance with established procedures

May be responsible for the set-up and breakdown clean-up of the complimentary self-service breakfast bar. Assist with preparing heating displaying and replenishing breakfast items available to guests during breakfast hours. Ensures surrounding area is returned to its original state and free of all left-over food by the end of designated breakfast hour. Required to obtain proper food handling certifications as applicable

May be required to assist in laundry facility and issue deliver supplies to guests

May be required to possess a valid state driver s license to travel to other lodging facilities as needed within the normal scope of duties

Will be required to work all shifts including weekends and holidays as scheduled

May be called upon to maintain operations during inclement weather and other emergencies for short period of time during the absence of supervisor GM or AGM

May be required to obtain NEXCOM Hospitality Group NHG front desk certification within 6 months of employment as well as any other requirements. Performs other duties as assigned

Qualification

Property Management SystemGuest Service SkillsMulti-line Telephone SystemFood Handling CertificationClerical ExperienceEffective CommunicationPositive AttitudeTeam Collaboration

Required

Must possess a welcoming manner and positive attitude

Demonstrate effective communication skills

Professionally interact with guests

Answer guest questions concerning lodging facilities and amenities

Provide information about local attractions

Assist guests with all requests in person or via telephone

Make, confirm, and/or cancel room reservations

Collect payments and present lodging receipts

Handle check-in and check-out process

Verify authorized patrons

Assign guest room assignments

Process credit card transactions

Greets and welcomes guests upon sight

Maintain outstanding guest relations

Communicate with lodging associates and chain of command

Apply knowledge of standard operating procedures and rules governing patron eligibility

Process reservations within established guidelines

Provide certificate of non-availability (CNA) and alternative lodging options

Assist Front Office Manager, Supervisor, or Assistant General Manager (AGM) in handling group reservations

Reconcile shift transactions of all accounts and outlets

Interact with guests and resolve complaints

Adjust room fees and check-in/check-out times

Utilize judgment and understanding of policies and procedures

Issue room keys or cards

Transmit and receive messages

Keep records of occupied rooms and guest accounts

Make and confirm reservations

Collect payments as necessary

Operate a multi-line telephone system

Record and deliver messages

Answer inquiries pertaining to services, base facilities, area attractions, and travel directions

Responsible for inventory of all keys and supplies at the front desk

Keep the front desk and lobby area clean and safe

Report lost key to supervisor immediately

Assist Front Office Manager, Supervisor, or AGM to train and instruct personnel

Utilize the Property Management System (PMS) to access guest information

Retrieve reservation information and change or cancel reservations

Verify registration information and secure credit card for incidental expenses

Assist in ensuring Lost and Found is utilized in PMS

Log trouble calls in the PMS

Relocate guests to a different room when required

Operate POS to record sales from convenience store if applicable

Ensure all wake up calls are handled promptly and properly

Type miscellaneous memos and correspondence

Exchange and maintain rotating change fund and daily log of moneys received and deposited

Securely maintain all records and access to guest safety deposit boxes if applicable

Generate and print various reports from the PMS

Verify accuracy of charges and make appropriate changes

Complete all computer generated reports as assigned

Prepare Close Bank Report and receipts at the end of each shift

Set-up and breakdown clean-up of the complimentary self-service breakfast bar

Assist with preparing, heating, displaying, and replenishing breakfast items

Ensure surrounding area is returned to its original state

Obtain proper food handling certifications as applicable

Assist in laundry facility and issue deliver supplies to guests

Possess a valid state driver's license to travel to other lodging facilities

Work all shifts including weekends and holidays as scheduled

Maintain operations during inclement weather and emergencies

Obtain NEXCOM Hospitality Group (NHG) front desk certification within 6 months of employment

Perform other duties as assigned

One (1) year of general office clerical experience

One (1) year progressively responsible experience related to the position

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

Benefits

Medical & Dental Insurance

Life Insurance

Paid Annual & Sick Leave

Matching 401K Plan

Pension Plan

Company

NAVY EXCHANGE SERVICE COMMAND (NEXCOM)

Glassdoor3.4

The Navy Exchange Service Command (NEXCOM) Enterprise encompasses six business lines, boasting a workforce of more than 14,000 associates located around the globe.

Founded in 1946

Virginia Beach, Virginia, USA

10001+ employees