NAVY EXCHANGE SERVICE COMMAND (NEXCOM) · 2 hours ago
FLEX GUEST SERVICE REPRESENTATIVE I NGIS
New London County, CT
Full-time
Onsite
Entry Level
1+ years expNavy Exchange Service Command (NEXCOM) is seeking a Guest Service Representative I for their Navy Gateway Inn and Suites and Navy Lodge properties. The role involves being the first point of contact for guests, managing front desk operations, and ensuring a positive guest experience through effective communication and resolution of issues.
Information Technology
Responsibilities
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
Must possess a welcoming manner and positive attitude demonstrate effective communication skills professionally interact with guests answering guest questions concerning lodging facilities amenities and provides 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 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
Utilizes judgment and understanding of policies and procedures to better assist guests
Registers 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
Operates a multi-line telephone system records and delivers messages as required and answering inquiries pertaining to services base facilities area attractions and travel directions
Responsible for inventory of all keys and other supplies and or amenities maintained at the front desk
Keeps the front desk and lobby area clean and safe
Responsible for assigned master key
Properly logs in and out using key log for record
Must report lost key to supervisor immediately 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 the 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 Property Management System 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 convenience store if applicable
May assist in maintaining and stocking adequate supply levels
Ensures all wake up calls are handled promptly and properly
Types any miscellaneous memos correspondence required in the course of performing assigned duties
Exchanges 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
Verifies accuracy of charges and makes appropriate changes if errors occur
Completes all computer generated reports as assigned and notates 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 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
Ensures 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
Qualification
Required
Must possess a welcoming manner and positive attitude
Demonstrate effective communication skills
Professionally interact with guests answering guest questions concerning lodging facilities, amenities, and provides 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 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
Utilizes judgment and understanding of policies and procedures to better assist guests
Registers 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
Operates a multi-line telephone system, records and delivers messages as required and answering inquiries pertaining to services, base facilities, area attractions and travel directions
Responsible for inventory of all keys and other supplies and or amenities maintained at the front desk
Keeps the front desk and lobby area clean and safe
Responsible for assigned master key
Properly logs in and out using key log for record
Must report lost key to supervisor immediately 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 the 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 Property Management System 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 convenience store if applicable
May assist in maintaining and stocking adequate supply levels
Ensures all wake up calls are handled promptly and properly
Types any miscellaneous memos correspondence required in the course of performing assigned duties
Exchanges 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
Verifies accuracy of charges and makes appropriate changes if errors occur
Completes all computer generated reports as assigned and notates 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 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
Ensures 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
One (1) year of general office clerical experience that demonstrated the ability to perform clerical duties satisfactorily
One (1) 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
Company
NAVY EXCHANGE SERVICE COMMAND (NEXCOM)
The Navy Exchange Service Command (NEXCOM) Enterprise encompasses six business lines, boasting a workforce of more than 14,000 associates located around the globe.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
John Best
SVP Chief Financial Officer
Alan Conway
SVP & CIO
Recent News
2025-11-04
2025-08-05
2025-05-01
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