GUEST SERVICE REPRESENTATIVE II (SEASONAL - FLEX)

Job Summary 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. Overnight shifts are regularly scheduled. Duties and Responsibilities Must possess a welcoming manner and positive attitude, demonstrate effective communication skills, interact professionally with guests, answer questions concerning lodging facilities, amenities and provide information about local attractions. Assist 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. Greet and welcome guests upon sight, always maintaining outstanding guest relations. Complete all mandatory training designated for overnight shift and be designated to fill in schedule gaps due to call‑outs, no‑shows, vacations etc. for the overnight shift schedule. Complete all work duties and reports assigned to the shift, as required. Communicate with all lodging associates and chain of command concerning operations, guest issues or situations that require immediate attention. Apply knowledge of standard operating procedures, processes and rules governing patron eligibility. Receive requests and process reservations within established guidelines. When rooms are not available, provide a certificate of non‑availability (CNA) and/or alternative lodging options in the area. Reconcile shift transactions of all accounts and outlets of the property, ensuring complete balancing while maintaining guest service at all times. Interact with guests and receive and resolve guests' complaints, including but not limited to: adjusting room fees, adjusting check‑in/check‑out times consistent with program policy, and refer unusual issues to immediate supervisor for assistance and/or resolution. Utilize judgment and understanding of policies and procedures to better assist guests. Register and assign rooms to guests, issue room keys or cards; transmit and receive messages, and keep records of occupied rooms and guest accounts, make and confirm reservations, present statements and collect payments, as necessary. Operate a multi‑line telephone system, record and deliver messages, as required, and answer inquiries pertaining to services, base facilities, area attractions and travel directions. Be responsible for inventory of all keys and other supplies and/or amenities maintained at the front desk. Keep the front desk and lobby area clean and safe. Be responsible for assigned master key. Properly log in and out using key log for record. Report lost key to supervisor immediately for security reasons. Utilize the Property Management System (PMS) to access guest information, retrieve reservation information and change or cancel reservations as requested by the guests. Verify registration information, secure a credit card for incidental expenses and authorize credit card for room charges. May be required to retrieve Lost and Found items and contact guests regarding lost or found items. Log trouble calls in the PMS and ensure the appropriate department is notified. Relocate guests to a different room, when required. Operate POS to record sales from convenience store (if applicable). May assist in maintaining and stocking adequate supply levels. Ensure all wake‑up calls are handled promptly and properly. Ensure security of all guests is maintained at all times. Exchange and maintain rotating change fund and daily log of moneys received and deposited. Securely maintain 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. Verify accuracy of charges for correctness and make appropriate changes if errors occur. Complete all computer generated reports, as assigned, and note any account discrepancies for corrective action by management. Prepare Close Bank Report and receipts at the end of each shift in accordance with established procedures. Prepare 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 complementary "self‑service" breakfast bar. Assist with preparing, heating, displaying and replenishing breakfast items available to guests during breakfast hours. Ensure surrounding area is returned to its original state and free of all leftover 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. Perform other related duties as assigned. Qualifications General experience: One year of general office clerical experience that demonstrated the ability to perform clerical duties satisfactorily. Specialized experience: One year progressively responsible experience related to the position to be filled. Substitution of education for experience: 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 six months of experience. #J-18808-Ljbffr Navy Exchange Service Command