NAVY EXCHANGE SERVICE COMMAND (NEXCOM)
GUEST SERVICE REPRESENTATIVE I (RFT/NAVY GATEWAY INNS & SUITES)
NAVY EXCHANGE SERVICE COMMAND (NEXCOM), Honolulu, Hawaii, United States, 96814
Overview
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. Duties and Responsibilities
Must possess a welcoming manner and positive attitude, demonstrate effective communication skills, professionally interact with guests, answering guest questions concerning lodging facilities, amenities and providing information about local attractions. Assists 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. Greets and welcomes guests upon sight, always maintaining outstanding guest relations. Communicates with all lodging associates and chain of command concerning operations, guest issues or situations that require immediate attention. Applies knowledge of standard operating procedures, processes and rules governing patron eligibility. Receives 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. Assists Front Office Manager, Supervisor, or Assistant General Manager (AGM) in handling group reservations, utilizes commitment agreement for all group per brand standards. Reconciles shift transactions of all accounts and outlets of the property, ensuring complete balancing while maintaining guest service at all times. Interacts with guests and receives and resolves guest complaints, including but not limited to adjusting room fees, adjusting check-in/check-out times consistent with program policy, and referring unusual issues to immediate supervisor for assistance and/or resolution. Uses judgment and understanding of policies and procedures to better assist guests. Registers and assigns rooms to guests, issues room keys or cards, transmits and receives messages, keeps records of occupied rooms and guest accounts, makes and confirms reservations, presenting statements and collecting payments as necessary. Operates a multi-line telephone system, records and delivers messages as required, and answers inquiries pertaining to services, base facilities, area attractions and travel directions. Responsible for inventory of all keys and other supplies/amenities maintained at the front desk. Keeps the front desk and lobby area clean and safe. Responsible for the assigned master key. Logs in and out using the key log; report lost keys immediately to supervisor for security reasons. Assists the Front Office Manager, Supervisor or AGM to train and instruct personnel assigned to the Front Desk. Utilizes the Property Management System (PMS) to access guest information, retrieve reservation information, and change or cancel reservations as requested by guests. Verifies registration information, secures a credit card for incidental expenses, and authorizes credit card for room charges. Assists the Front Office Manager, Supervisor or AGM in ensuring that the Lost and Found is utilized in the PMS and disposal processes are adhered to according to brand standards. Logs trouble calls in the PMS and ensures the appropriate department is notified. Relocates guests to a different room when required. Operates POS to record sales from the convenience store if applicable; may assist in maintaining and stocking adequate supply levels. Ensures all wake-up calls are handled promptly and properly. Types miscellaneous memos or correspondence required in the course of performing assigned duties. Exchanges and maintains rotating change fund and daily log of money received and deposited. Securely maintains all records and access to guest safety deposit boxes if applicable. May generate and print various reports from the PMS (e.g., Expected Arrivals, Departure List, In-House Guest List, Night Audit reports) and other daily, monthly or annual occupancy reports. Verifies accuracy of charges and makes appropriate changes if errors occur. Completes all computer-generated reports as assigned and notes any account discrepancies for action by management. Prepares Close Bank Report and receipts at the end of each shift in accordance with established procedures. May be responsible for setup/breakdown, cleaning, and restocking of the complimentary self-service breakfast bar. Assists with preparing, heating, displaying, and replenishing breakfast items for guests during breakfast hours. Ensures the surrounding area is returned to its original state and free of leftover food by the end of the designated breakfast hour; may require proper food handling certifications as applicable. May be required to assist in the laundry facility and issue/deliver supplies to guests. May be required to possess a valid state drivers 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 periods 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. Qualifications
General Experience:
One year of general office clerical experience demonstrating the ability to perform clerical duties satisfactorily. Specialized Experience:
One year progressively responsible experience related to the position to be filled. Substitution of Education for Experience:
Study completed in a college/university or junior college above high school level may be substituted on the basis of one-half academic year of study for 6 months of experience. Job Details
Primary Location:
United States-Hawaii-Pearl Harbor Organization:
NGIS HAWAII Schedule:
Full-Time (35+ hours) Unposting Date:
Sep 26, 2025, 10:59:00 PM Additional
Seniority level: Entry level Employment type: Full-time Job function: Other Industries: Retail Note: This description is adapted from the original content and preserves the job information while ensuring proper HTML structure for readability. #J-18808-Ljbffr
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. Duties and Responsibilities
Must possess a welcoming manner and positive attitude, demonstrate effective communication skills, professionally interact with guests, answering guest questions concerning lodging facilities, amenities and providing information about local attractions. Assists 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. Greets and welcomes guests upon sight, always maintaining outstanding guest relations. Communicates with all lodging associates and chain of command concerning operations, guest issues or situations that require immediate attention. Applies knowledge of standard operating procedures, processes and rules governing patron eligibility. Receives 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. Assists Front Office Manager, Supervisor, or Assistant General Manager (AGM) in handling group reservations, utilizes commitment agreement for all group per brand standards. Reconciles shift transactions of all accounts and outlets of the property, ensuring complete balancing while maintaining guest service at all times. Interacts with guests and receives and resolves guest complaints, including but not limited to adjusting room fees, adjusting check-in/check-out times consistent with program policy, and referring unusual issues to immediate supervisor for assistance and/or resolution. Uses judgment and understanding of policies and procedures to better assist guests. Registers and assigns rooms to guests, issues room keys or cards, transmits and receives messages, keeps records of occupied rooms and guest accounts, makes and confirms reservations, presenting statements and collecting payments as necessary. Operates a multi-line telephone system, records and delivers messages as required, and answers inquiries pertaining to services, base facilities, area attractions and travel directions. Responsible for inventory of all keys and other supplies/amenities maintained at the front desk. Keeps the front desk and lobby area clean and safe. Responsible for the assigned master key. Logs in and out using the key log; report lost keys immediately to supervisor for security reasons. Assists the Front Office Manager, Supervisor or AGM to train and instruct personnel assigned to the Front Desk. Utilizes the Property Management System (PMS) to access guest information, retrieve reservation information, and change or cancel reservations as requested by guests. Verifies registration information, secures a credit card for incidental expenses, and authorizes credit card for room charges. Assists the Front Office Manager, Supervisor or AGM in ensuring that the Lost and Found is utilized in the PMS and disposal processes are adhered to according to brand standards. Logs trouble calls in the PMS and ensures the appropriate department is notified. Relocates guests to a different room when required. Operates POS to record sales from the convenience store if applicable; may assist in maintaining and stocking adequate supply levels. Ensures all wake-up calls are handled promptly and properly. Types miscellaneous memos or correspondence required in the course of performing assigned duties. Exchanges and maintains rotating change fund and daily log of money received and deposited. Securely maintains all records and access to guest safety deposit boxes if applicable. May generate and print various reports from the PMS (e.g., Expected Arrivals, Departure List, In-House Guest List, Night Audit reports) and other daily, monthly or annual occupancy reports. Verifies accuracy of charges and makes appropriate changes if errors occur. Completes all computer-generated reports as assigned and notes any account discrepancies for action by management. Prepares Close Bank Report and receipts at the end of each shift in accordance with established procedures. May be responsible for setup/breakdown, cleaning, and restocking of the complimentary self-service breakfast bar. Assists with preparing, heating, displaying, and replenishing breakfast items for guests during breakfast hours. Ensures the surrounding area is returned to its original state and free of leftover food by the end of the designated breakfast hour; may require proper food handling certifications as applicable. May be required to assist in the laundry facility and issue/deliver supplies to guests. May be required to possess a valid state drivers 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 periods 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. Qualifications
General Experience:
One year of general office clerical experience demonstrating the ability to perform clerical duties satisfactorily. Specialized Experience:
One year progressively responsible experience related to the position to be filled. Substitution of Education for Experience:
Study completed in a college/university or junior college above high school level may be substituted on the basis of one-half academic year of study for 6 months of experience. Job Details
Primary Location:
United States-Hawaii-Pearl Harbor Organization:
NGIS HAWAII Schedule:
Full-Time (35+ hours) Unposting Date:
Sep 26, 2025, 10:59:00 PM Additional
Seniority level: Entry level Employment type: Full-time Job function: Other Industries: Retail Note: This description is adapted from the original content and preserves the job information while ensuring proper HTML structure for readability. #J-18808-Ljbffr