GUEST SERVICE REPRESENTATIVE I (RPT/NAVY LODGE)

Pearl City, HI, USA|Onsite

Job Overview

Employment Type

Part-time

Compensation

Hourly

Range $20.00 - $1.00

Work Schedule

Rotating Shifts

Weekend Shifts

Benefits

Paid annual leave

Paid sick leave

Medical insurance

Dental Insurance

Flexible spending account

Pension Plan

401K savings plan up to 3% match

Life insurance

Pet insurance

Tuition Reimbursement

Tax free shopping privileges

Free bus passes

Free parking

Discounted tickets at MWR

Access to Navy Lodge hotels worldwide

Job Description

Pearl Harbor is a significant United States Navy installation located in Honolulu, Hawaii. Known worldwide for its historical importance, the base not only serves as a strategic military hub but also provides a range of services and amenities to support the quality of life for active duty military personnel, retirees, reservists, and their families. Pearl Harbor is home to various lodging facilities including the Navy Gateway Inn and Suites and the Navy Lodge, which are designed to offer comfortable and convenient accommodations for military members and their guests. These establishments are managed with a commitment to excellence, ensuring that all visitors experience the highest standards of hospitality and service.

This job opportunity is for a Federal Employee position based at Pearl Harbor, offering a part-time schedule ranging from 20 to 34.5 hours per week with a starting pay of $20.00 per hour, which may increase based on experience. This role is integral to the front desk operations of the Navy Gateway Inn and Suites or Navy Lodge property, functioning as the primary point of contact for guests during their stay. The Front Desk Representative plays a crucial role in maintaining guest satisfaction by providing exceptional service from the moment of check-in to check-out. Responsibilities include managing reservations, processing payments, verifying authorized patrons, assigning rooms, and handling guest inquiries related to lodging amenities and local attractions.

In addition to managing routine front desk tasks, the role involves addressing guest complaints and resolving issues promptly and professionally. The individual in this position must possess a warm and welcoming demeanor, excellent communication skills, and the ability to interact with guests politely while upholding the safety, privacy, and security of the lodging facilities. Utilization of the Property Management System (PMS) is essential for accessing and updating guest information, coordinating group bookings, and managing transactions. The employee may also assist with additional duties such as operating the convenience store point-of-sale system, maintaining inventory of front desk keys and supplies, supporting the breakfast service area, and assisting with laundry facilities.

Candidates must be prepared to work all shifts including weekends and holidays as scheduled and may be required to travel occasionally between lodging facilities within the area. Obtaining the NEXCOM Hospitality Group front desk certification within six months of employment is also expected. This position offers more than just a job; it provides the opportunity to contribute to a vital mission supporting the military community while receiving an excellent benefits package, including paid leave, medical and dental insurance, pension and 401K plans, life and pet insurance, tuition reimbursement, and more. The work environment fosters personal growth with opportunities for training and career advancement within the Navy Exchange Service Command enterprise.

Job Requirements

High school diploma or equivalent
One year of general office clerical experience
One year of progressively responsible experience related to the lodging or hospitality industry
Ability to work all scheduled shifts including weekends and holidays
Valid state driver’s license may be required
Ability to obtain NEXCOM Hospitality Group front desk certification within six months
Must maintain professionalism and security standards
Must be able to handle guest privacy and safety
Strong communication skills
Basic computer proficiency including use of property management systems
Ability to maintain accurate financial records

Job Qualifications

One year of general office clerical experience demonstrating ability to perform clerical duties satisfactorily
One year of progressively responsible experience related to the position
Ability to communicate effectively and interact professionally with guests
Knowledge of property management systems and front desk operations
Ability to handle guest complaints and resolve issues promptly
Proficiency in operating multi-line telephone systems and POS systems
Capability to reconcile financial transactions accurately
Strong organizational skills and attention to detail
Ability to work all shifts including weekends and holidays
Possess a welcoming manner and positive attitude
Ability to train and instruct other personnel

Job Duties

Assist guests with all requests in person or via telephone including making, confirming, and cancelling room reservations, collecting payments and presenting lodging receipts, check-in and check-out process, authorized patron verification, guest room assignments, credit card processing
Greet and welcome guests upon sight always maintaining outstanding guest relations
Communicate with lodging associates and chain of command concerning operations, guest issues or situations requiring immediate attention
Apply knowledge of standard operating procedures, processes and rules governing patron eligibility and process reservations within established guidelines
Assist Front Office Manager, Supervisor or AGM in handling group reservations and utilize commitment agreements
Reconcile shift transactions of all accounts and outlets ensuring complete balancing while maintaining guest service
Interact with guests to receive and resolve complaints including adjusting room fees or check-in/check-out times and refer unusual issues to supervisor
Register and assign rooms, issue room keys, transmit and receive messages, keep records of occupied rooms and guest accounts, and process payments
Operate multi-line telephone system, record and deliver messages, and answer inquiries about services, base facilities, area attractions and directions
Maintain inventory of all keys and supplies, keep front desk and lobby clean and safe
Responsible for assigned master key, proper logging and reporting of lost keys
Assist in training and instructing front desk personnel
Utilize Property Management System to access and update guest information, confirm reservations, and authorize credit cards
Ensure proper use of Lost and Found and notify appropriate departments of trouble calls
Relocate guests as needed
Operate POS for convenience store sales and assist with stocking
Handle wake up calls promptly
Prepare memos and correspondence
Manage change fund and daily money logs
Generate reports such as Expected Arrivals, Departure List, In-House Guest List, Night Audit, and occupancy reports
Prepare Close Bank Report and receipts
Assist with set-up, clean-up, and replenishment of breakfast bar
Assist in laundry facility and issue supplies
Travel to other lodging facilities as needed
Work all shifts including weekends and holidays
Maintain operations during emergencies in absence of supervisors
Obtain required certifications within six months
Perform other duties as assigned