GUEST Service Representative award

Job Summary

Serves as the first point of contact with guests at a Navy Gateway Inn and Suites and/or Navy Lodge property and manages all stages of guests’ stays, accommodating special requests and resolving issues. Responsible for front desk operations, lobby appearance, guest service, office operations, and the safety, security, and privacy of all guests.

• Maintain a welcoming manner and positive attitude while demonstrating effective communication skills.
• Professionally interact with guests, answering questions about lodging facilities, amenities, and local attractions.
• Assist guests with all requests in person or via telephone, including making, confirming, and canceling room reservations, collecting payments, and presenting lodging receipts.
• Conduct the check‑in and check‑out process, authorizing patron verification, room assignments, and credit card processing.
• Greet and welcome guests upon arrival, consistently maintaining outstanding guest relations.
• Communicate with lodging associates and chain of command concerning 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 established guidelines; if rooms are not available, provide a certificate of non‑availability, CNA, or alternative lodging options.
• Assist the Front Office Manager, Supervisor, or Assistant General Manager in handling group reservations and using commitment agreements per brand standards.
• Reconcile shift transactions of all accounts and outlets, ensuring complete balancing while maintaining guest service.
• Resolve guest complaints, including adjusting room fees or check‑in/check‑out times, and refer unusual issues to the supervisor.
• Register and assign rooms, issue room keys or cards, manage messages, and keep records of occupied rooms and guest accounts.
• Operate a multi‑line telephone system, deliver messages, and answer inquiries about services, facilities, attractions, and travel directions.
• Maintain inventory of all keys and supplies; keep the front desk and lobby area clean and safe.
• Log in and out of the master key using the key log; report lost keys immediately for security reasons.
• Assist in training and instructing personnel assigned to the front desk.
• Use the Property Management System (PMS) to access guest information, retrieve reservations, and change or cancel reservations.
• Verify registration information, secure credit card for incidental expenses, and authorize card for room charges.
• Ensure Lost & Found is recorded in the PMS and disposal processes meet brand standards.
• Log trouble calls in the PMS and notify the appropriate department; relocate guests when required.
• Operate the POS to record convenience store sales; maintain and stock supplies when applicable.
• Handle wake‑up calls promptly and properly.
• Type miscellaneous memos and correspondence as needed.
• Maintain rotating change fund and daily log of money received and deposited; secure all records and guest safety deposit boxes.
• Generate and print reports from the PMS such as Expected Arrivals, Departure List, In‑House Guest List, Night Audit reports, and occupancy reports; verify charges and correct errors.
• Complete computer‑generated reports and record any account discrepancies for management action.
• Prepare the Close Bank Report and receipts at the end of each shift per procedures.
• Set up, clean up, and maintain the complimentary self‑service breakfast bar; replenish items during breakfast hours and return the area to its original state.
• Obtain proper food handling certifications as applicable.
• Assist with laundry facility duties and deliver supplies to guests when required.
• 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 or emergencies while the supervisor, GM, or AGM is absent.
• Obtain NEXCOM Hospitality Group NHG front desk certification within 6 months of employment and any other required certifications.
• Perform other duties as assigned.

• One (1) year of general office clerical experience demonstrating satisfactory performance.
• One (1) year of progressively responsible experience related to the position.
• Substitution of education for experience: completion of at least half a college, university, or junior college year counts toward 6 months of experience.

United States, Maine, Kittery

Full‑Time (35+ hours)

Must obtain NEXCOM Hospitality Group NHG front desk certification within 6 months of employment and meet any additional required certifications.

A valid state driver’s license is required to travel to other lodging facilities as needed.

August 1, 2026, 11:59:00 PM