Job Details

Job Description - GUEST SERVICE REPRESENTATIVE I (FLEX/NAVY GATEWAY INN AND SUITES) (250000H6)

Job Number:

250000H6

Primary Location

United States-Hawaii-Pearl Harbor

Organization

NGIS HAWAII

Pay Range: Starting Min: $19.75 + based on experience

Job Summary

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

Duties and Responsibilities

• Provide a welcoming manner and positive attitude; communicate effectively with guests, answering questions about lodging facilities, amenities, and local attractions.
• Assist guests with requests in person or via telephone, including making, confirming, and canceling reservations, collecting payments, check-in/check-out, verifying patron eligibility, guest room assignments, and credit card processing.
• Greet and welcome guests, maintaining outstanding guest relations.
• Communicate with lodging staff and management regarding operations and guest issues requiring immediate attention.
• Follow standard operating procedures and policies for reservations, providing alternative options when rooms are unavailable.
• Assist in handling group reservations and utilize commitment agreements per brand standards.
• Reconcile shift transactions, ensuring accurate balancing while maintaining guest service quality.
• Handle guest complaints, making adjustments as appropriate, and referring complex issues to supervisors.
• Register guests, assign rooms, issue keys, transmit messages, and maintain records of occupied rooms and guest accounts.
• Operate multi-line telephone systems, record messages, and answer inquiries about services and local attractions.
• Maintain inventory of keys, supplies, and amenities; keep the front desk and lobby area clean and safe.
• Manage the master key log, report lost keys immediately.
• Assist in training front desk personnel.
• Use Property Management System (PMS) to access and modify guest information and reservations, verify registration details, and process payments.
• Manage the Lost and Found system within PMS, including proper disposal procedures.
• Log trouble calls, notify relevant departments, and relocate guests as needed.
• Operate POS systems for convenience store sales and maintain stock levels.
• Handle wake-up calls promptly, prepare memos, and perform miscellaneous clerical tasks.
• Manage the change fund, record transactions, and secure guest safety deposit boxes if applicable.
• Generate reports from PMS, verify charges, and correct errors.
• Complete shift reports, including Close Bank Reports and receipts.
• Assist with breakfast setup, replenishment, and cleanup, ensuring proper food handling certifications if required.
• Assist in laundry operations and supply delivery to guests.
• Possess a valid driver's license if required to travel between facilities.
• Work all shifts, including weekends and holidays, as scheduled.
• Maintain operations during emergencies or inclement weather in the absence of supervisors.
• Obtain necessary certifications, such as NEXCOM Hospitality Group NHG front desk certification, within 6 months.
• Perform other duties as assigned.

  Qualifications

  • One year of general office clerical experience demonstrating satisfactory performance of clerical duties.
  • One year of progressively responsible related experience.
  • Alternatively, completed college or university coursework above high school level, substituting half a year of study for six months of experience.