NAVY EXCHANGE SERVICE COMMAND (NEXCOM) · 1 day ago
GUEST SERVICE REPRESENTATIVE II (Part-time w/ Benefits)
United States-Florida-Panama City
Full-time, Part-time
Onsite
Entry Level
1+ years expNavy Exchange Service Command (NEXCOM) is seeking a Guest Service Representative II to serve as the first point of contact with guests at a Navy Gateway Inn and Suites and/or Navy Lodge property. The representative will handle all stages of guests' stay, manage front desk operations, and ensure guest satisfaction and safety.
Information Technology
Responsibilities
Must possess a welcoming manner and positive attitude, demonstrate effective communication skills, interacts professionally with guests, answering 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
Required to complete all mandatory training designated for overnight shift and is designated to fill in schedule gaps due to call-outs, no-shows, vacations etc. for the overnight shift schedule. Completes all work duties and reports assigned to the shift, as required
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
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 answers 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
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
May be required to retrieve Lost and Found items and contact guests regarding lost or found items
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
Ensures security of all guests is maintained at all times
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, as 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 for correctness and makes appropriate changes if errors occur
Completes all computer generated reports, as assigned, and notates any account discrepancies for corrective action by management
Prepares Close Bank Report and receipts at the end of each shift in accordance with established procedures
Prepares end of day front desk reconciliations identifying and addressing any discrepancies made throughout the day
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[1]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/or 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
Interacts professionally with guests
Assists guests with all requests, in person or via telephone
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
Greets and welcomes guests upon sight
Required to complete all mandatory training designated for overnight shift
Communicates with all lodging associates and chain of command concerning operations
Applies knowledge of standard operating procedures, processes and rules governing patron eligibility
Receives requests and processes reservations within established guidelines
Reconciles shift transactions of all accounts and outlets of the property
Interacts with guests and receives and resolves guests' complaints
Registers and assigns rooms to guests
Issues room keys or cards
Transmits and receives messages
Keeps records of occupied rooms and guest accounts
Operates a multi-line telephone system
Responsible for inventory of all keys and other supplies and/or amenities maintained at the front desk
Responsible for assigned master key
Utilizes the Property Management System (PMS) to access guest information
May be required to retrieve Lost and Found items
Logs trouble calls in the PMS
Operates POS to record sales from convenience store (if applicable)
Ensures all wake up calls are handled promptly and properly
Ensures security of all guests is maintained at all times
Exchanges and maintains rotating change fund and daily log of moneys received and deposited
May be required to generate and print various reports from the PMS
Completes all computer generated reports, as assigned
Prepares Close Bank Report and receipts at the end of each shift
Prepares end of day front desk reconciliations
May be responsible for the set-up and breakdown/clean-up of the complimentary 'self-service' breakfast bar
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
Will be required to work all shifts, including weekends and holidays, as scheduled
May be called upon to maintain operations during inclement weather and/or other emergencies
May be required to obtain NEXCOM Hospitality Group (NHG) front desk certification within 6 months of employment
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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