Guest Service Representative

Job Summary

Serves as first point of contact with guests at a Navy Gateway Inn and Suites and/or Navy Lodge 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.

• Friendly, welcoming manner and positive attitude.
• Professional communication with guests, answering questions concerning lodging facilities, amenities, local attractions.
• Assist guests with requests in person or via telephone: make, confirm or cancel room reservations; collect payments; present lodging receipts; process check‑in/check‑out; authorize patron verification; assign guest rooms; process credit card transactions.
• Greet and welcome guests upon arrival, maintaining outstanding guest relations.
• Communicate with lodging associates and chain of command regarding operations, guest issues or situations requiring immediate attention.
• Apply knowledge of standard operating procedures, processes and rules governing patron eligibility; receive and process reservations within guidelines; provide alternative lodging options when rooms are not available (certificate of non‑availability, CNA).
• Assist the Front Office Manager/Assistant General Manager (AGM) with group reservations, utilizing commitment agreements per brand standards.
• Reconcile shift transactions of all accounts and outlets of the property while maintaining guest service.
• Respond to guest complaints: adjust room fees, adjust check‑in/check‑out times, refer unusual issues to supervisor.
• Register and assign rooms, issue room keys/cards, transmit and receive messages, and keep records of occupied rooms and guest accounts.
• Operate a multi‑line telephone system; answer inquiries about services, facilities, attractions and travel directions.
• Maintain inventory of keys, supplies and amenities; keep front desk and lobby clean and safe.
• Manage master key log; report lost key immediately for security.
• Train and instruct personnel assigned to the front desk.
• Use the Property Management System (PMS) to access guest information, retrieve or change reservations, and authorize credit cards.
• Ensure Lost and Found processes are documented in the PMS per brand standards.
• Log trouble calls in the PMS and notify appropriate department; relocate guests when required.
• Operate POS to record sales from convenience store; assist in stocking supplies.
• Handle wake‑up calls promptly and properly.
• Type any miscellaneous memos or correspondence as required.
• Maintain rotating change fund and daily log of monies received and deposited; safeguard guest safety deposit boxes.
• Generate and print PMS reports:
  Expected Arrivals, Departure List, In‑House Guest List, Night Audit, and other occupancy reports; verify accuracy of charges and correct errors.
• Prepare Close Bank Report and receipts at shift end per procedures.
• Set up and break down the complimentary self‑service breakfast bar; prepare, display and replenish breakfast items; ensure area is returned clean; obtain required food‑handling certifications.
• Assist with laundry facilities and deliver supplies to guests.
• Possess a valid state driver’s license to travel to other lodging facilities as needed.
• Work all shifts, including weekends and holidays, as scheduled.
• Maintain operations during inclement weather and emergencies during supervisor absence.
• Obtain NEXCOM Hospitality Group (NHG) front desk certification within 6 months of employment and any other required certifications.
• Perform other duties as assigned.

• General office clerical experience of at least 1 year demonstrating satisfactory performance of clerical duties.
• Progressively responsible experience related to the position for at least 1 year.
• Substitution of education for experience: completion of at least one half academic year of college or university above the high school level may substitute for 6 months of experience.

United States, Maine, Kittery

Part‑time (20 – 34.5 hours per week)

Unposting Date:
Ongoing

Seniority Level: Entry level

Employment Type:

Part‑time

Job Function:
Other;
Industries:
Retail