Guest Service Representative

Job Title

Guest Service Representative I

Staten Island Navy Lodge

Serves as the first point of contact with guests at a Navy Gateway Inn and Suites or Navy Lodge property and handles all stages of a guest's 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.

• Maintain a welcoming manner and positive attitude.
• Professional, effective communication with guests, answering questions concerning lodging facilities, amenities, and local attractions.
• Assist guests with all requests in person or by telephone, including making, confirming, or cancelling room reservations; collecting payments and presenting lodging receipts; check-in, check-out, authorized patron verification, guest-room assignments; 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.
• Process reservations within established guidelines; when rooms are unavailable, provide a certificate of non-availability (CNA) and/or alternative lodging options.
• Assist the Front Office Manager, Supervisor, or Assistant General Manager (AGM) in handling group reservations and use 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, check-in/out times consistent with program policy, and refer unusual issues to the supervisor.
• Register, assign rooms, issue keys or cards, transmit messages, and keep records of occupied rooms and guest accounts.
• Operate a multi-line telephone system, record and deliver messages, and answer inquiries about services, base facilities, area attractions, and travel directions.
• Maintain inventory of all keys and supplies at the front desk; keep the front desk and lobby area clean and safe.
• Log assigned master key usage; 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 reservation data, and modify or cancel reservations as requested.
• Secure a credit card for incidental expenses and authorize it for room charges.
• Ensure the Lost and Found is logged in the PMS and disposal processes follow brand standards.
• Log trouble calls in the PMS and notify the appropriate department.
• Relocate guests to a different room when required.
• Operate POS to record sales from the convenience store; assist in maintaining stocking levels.
• Handle wake-up calls promptly and properly; type miscellaneous memos and correspondence.
• Maintain rotating change fund and daily log of money received and deposited; keep records and access to guest safety deposit boxes if applicable.
• Generate and print various PMS reports such as Expected Arrivals, Departure List, In-House Guest List, Night Audit, and other occupancy reports; verify accuracy of charges and make appropriate changes if errors occur.
• Complete computer-generated reports, noting any account discrepancies for management action.
• Prepare the Close Bank Report and receipts at the end of each shift per established procedures.
• Set up and break down the complimentary self-service breakfast bar; assist with preparing, heating, displaying, and replenishing breakfast items; keep the area free of left-over food by the end of breakfast.
• Obtain required food handling certifications.
• Assist with laundry facility and deliver supplies to guests if 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 and emergencies.
• Obtain NEXCOM Hospitality Group NHG front-desk certification within six months of employment and any other required certifications.
• Perform other duties as assigned.

One year of general office clerical experience that demonstrates the ability to perform clerical duties satisfactorily. One year of progressively responsible experience related to the position. During education substitution, a college, university, or junior college completion above high school level may be substituted on the basis of one-half academic year of study for six months of experience.