Guest Services Associate I

2 weeks ago

Newport, Rhode Island, United States Navy Exchange Full time

Job Overview:


The Guest Services Associate serves as the initial point of contact for visitors at Navy Gateway Inn and Suites or Navy Lodge properties, managing all aspects of the guest experience, including accommodating special requests and addressing any issues that may arise during their stay.

This role is essential in overseeing front desk operations, maintaining the lobby's appearance, managing guest service-related office tasks, and ensuring the safety, security, and privacy of all patrons.


Key Responsibilities:

Demonstrates a friendly demeanor and positive attitude while effectively communicating with guests, responding to inquiries regarding lodging facilities, amenities, and local attractions.


Assists guests with various requests, whether in person or over the phone, including making, confirming, or canceling reservations, processing payments, and providing lodging receipts. Manages the check-in and check-out procedures, verifies authorized patrons, assigns guest rooms, and processes credit card transactions.

Greets guests warmly, consistently fostering excellent guest relations.

Collaborates with all lodging staff and management regarding operations, guest concerns, or situations requiring immediate attention.

Applies knowledge of standard operating procedures and regulations governing guest eligibility. Processes reservations according to established guidelines and provides alternatives when rooms are unavailable.


Assists the Front Office Manager or Supervisor in managing group reservations, adhering to brand standards.


Balances shift transactions for all accounts and outlets, ensuring accuracy while maintaining exceptional guest service.


Engages with guests to address and resolve complaints, including adjusting room fees or check-in/check-out times, and refers complex issues to the supervisor for further assistance.

Utilizes sound judgment and understanding of policies to enhance guest support.


Registers guests, assigns rooms, issues keys or cards, transmits messages, and maintains records of occupied rooms and guest accounts, while confirming reservations and collecting payments as necessary.


Operates a multi-line telephone system, records and delivers messages, and answers inquiries related to services, facilities, local attractions, and travel directions.

Responsible for managing the inventory of keys and supplies at the front desk, ensuring cleanliness and safety in the lobby area.

Accountable for the assigned master key, logging its use accurately and reporting any lost keys immediately for security purposes.

Assists the Front Office Manager or Supervisor in training new front desk personnel.


Utilizes the Property Management System (PMS) to access guest information, retrieve reservation details, and modify or cancel bookings as requested.

Verifies registration details, secures credit cards for incidental charges, and authorizes credit for room expenses.


Supports the Front Office Manager or Supervisor in managing the Lost and Found, ensuring adherence to brand standards for handling and disposal.

Logs maintenance requests in the PMS and ensures appropriate departments are notified. Relocates guests to different rooms when necessary.

Operates the Point of Sale (POS) system to record sales from the convenience store, if applicable, and assists in maintaining adequate stock levels.

Ensures all wake-up calls are managed promptly and accurately. Prepares any necessary memos or correspondence as part of assigned duties.

Manages the exchange and maintenance of the change fund and keeps a daily log of received and deposited funds. 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 Lists, In-House Guest Lists, and Night Audit reports, along with other occupancy reports.

Verifies the accuracy of charges and makes necessary adjustments for any discrepancies.

Completes all computer-generated reports as assigned and notes any account discrepancies for management action.

Prepares the Close Bank Report and receipts at the end of each shift according to established procedures.

May assist in setting up and cleaning the complimentary self-service breakfast bar, ensuring that all food items are prepared, displayed, and replenished for guests during breakfast hours.

Ensures the surrounding area is cleaned and returned to its original state after breakfast.

Required to obtain proper food handling certifications as applicable.

May assist in laundry operations and deliver supplies to guests as needed.


A valid state driver's license may be required for travel to other lodging facilities within the scope of duties.

Must be available to work all shifts, including weekends and holidays, as scheduled.


May be called upon to maintain operations during inclement weather or emergencies for short periods in the absence of management.


Certification in NEXCOM Hospitality Group front desk operations may be required within six months of employment, along with any other necessary qualifications.

Performs additional duties as assigned.

General Experience: One year of general office clerical experience demonstrating the ability to perform clerical duties satisfactorily.
Specialized Experience: One year of progressively responsible experience related to the position.

OR Substitution of Education for Experience: Completion of college, university, or junior college studies above the high school level may be substituted on the basis of one-half academic year of study for six months of experience.

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