Guest Service Representative Navy Lodge

Job Description - GUEST SERVICE REPRESENTATIVE I – FULL TIME – NAVY LODGE (2500028K)

GUEST SERVICE REPRESENTATIVE I – FULL TIME – NAVY LODGE

2500028K

Staten Island Navy Lodge Pay Range : 19.80+ DOE

Serves as the first point of contact with guests, managing all stages of a guest’s stay, accommodating special requests and resolving any issues that arise. Responsible for front‑desk operations, lobby presentation, guest service, office administration, safety, security, and privacy of all guests.

• Maintain a welcoming manner and positive attitude.
• Demonstrate effective communication skills and professional interaction with guests.
• Answer guest inquiries regarding lodging facilities, amenities, and local attractions.
• Assist guests with all requests, including making, confirming, or canceling reservations, collecting payments, and issuing lodging receipts.
• Conduct the check‑in and check‑out process, verify patron eligibility, assign rooms, and process credit card authorizations.
• Greet and welcome guests upon arrival and continually uphold outstanding guest relations.
• Coordinate with all lodging associates and chain of command regarding operational matters, guest issues, or situations requiring immediate attention.
• Apply standard operating procedures, processes, and rules governing patron eligibility and reservation acceptance.
• Help receive and manage reservations, working within established guidelines.
• Provide alternative lodging options or a Certificate of Non‑Availability (CNA) when rooms are full.
• Assist the Front Office Manager, Supervisor, or Assistant General Manager (AGM) in handling group reservations, utilizing commitment agreements to brand standards.
• Reconcile shift transactions for all accounts and outlets, ensuring accurate balance while maintaining guest service.
• Respond to and resolve guest complaints, including adjusting room fees or adjusting check‑in/check‑out times as per policy; forward atypical issues to supervisors.
• Use judgment and policy knowledge to better assist guests.
• Register and assign rooms, issue keys/cards, record messages, and maintain account records.
• Operate a multi‑line phone system; record and deliver messages; answer inquiries about services, facilities, attractions, and directions.
• Maintain inventory of keys, supplies, and amenities; keep the front desk and lobby area clean and safe.
• Handle master key log, report lost key incidents promptly.
• Assist in training front‑desk personnel under the guidance of management.
• Navigate the Property Management System (PMS) to access, retrieve, modify, or cancel guest reservations.
• Secure credit cards for incidental expenses and authorize room charges.
• Ensure Lost & Found procedures follow PMS and brand protocols.
• Record trouble calls in PMS and coordinate department notifications.
• Relocate guests to alternative rooms as necessary.
• Operate POS to record convenience store sales and manage inventory.
• Ensure wake‑up calls are handled quickly and accurately.
• Produce miscellaneous memos and correspondence as required.
• Manage rotating change fund and daily money logs, safeguarding records and deposits.
• Maintain access to guest safekeeping deposit boxes.
• Generate and print PMS reports (Expected Arrivals, Departure List, In‑House Guest List, Night Audit, etc.) and validate charges.
• Submit computer‑generated reports and highlight discrepancies for management action.
• Prepare Shift‑Close Bank Report and receipts.
• Set up and break down the complimentary self‑service breakfast bar; help prepare, display, and replenish breakfast items during service hours. Obtain required food‑handling certifications.
• Assist with laundry facility and supply issuance, if needed.
• Possess a valid state driver’s licence for traveling to other lodging sites as needed.
• Work all shifts, including weekends and holidays; respond to inclement weather or emergencies.
• Obtain NEXCOM Hospitality Group (NHG) front‑desk certification within six months of employment (and any other required training).
• Perform other duties as assigned.

• 1 year of general office clerical experience, demonstrating ability to perform clerical duties satisfactorily.
• 1 year progressively responsible experience related to the position to be filled. (substitution of education for experience permissible: college university or junior college with at least one‑half academic year of study for 6 months of experience).