GUEST SERVICE REPRESENTATIVE I Part Time (0-19.5 hr/week)

NEXCOM•Pensacola, FL

About The Position

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.

Requirements

GENERAL EXPERIENCE One year of general office clerical experience that demonstrated the ability to perform clerical duties satisfactorily.
SPECIALIZED EXPERIENCE One year progressively responsible experience related to the position to be filled.
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.

Responsibilities

Professionally interact with guests, answering guest questions concerning lodging facilities, amenities and provides information about local attractions
Assist 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.
Communicate with all lodging associates and chain of command concerning operations, guest issues or situations that require immediate attention.
Receive 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.
Assist Front Office Manager, Supervisor or Assistant General Manager (AGM) in handling group reservations, utilizes commitment agreement for all groups per brand standards.
Reconcile shift transactions of all accounts and outlets of the property ensuring complete balancing while maintaining guest service at all times.
Interact 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.
Register 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.
Operate a multi-line telephone system records and delivers messages as required and answering inquiries pertaining to services base facilities, area attractions and travel directions.
Keep the front desk and lobby area clean and safe.
Assist the Front Office Manager Supervisor or AGM to train and instruct personnel assigned to the Front Desk.
Utilize the Property Management System (PMS) to access guest information, retrieve reservation information, and change or cancel reservations as requested by the guests.
Verify registration information, secures a credit card for incidental expenses and authorizes credit card for room charges.
Assist 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.
Log trouble calls in the PMS and ensures the appropriate department is notified.
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 any miscellaneous memos correspondence required in the course of performing assigned duties.
Exchange 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.
Verify accuracy of charges and makes appropriate changes if errors occur.
Complete all computer-generated reports as assigned and notates any account discrepancies for action by management.
Prepare 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.
Ensure 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.