Guest Service Representative Ii

1 week ago

Great Lakes, United States Navy Exchange Full time

**Why the** **Navy Exchange Service Command?**

While some may serve overseas for our country, we hold down the fort - we serve the men and women who wear the flag - America’s strength, America’s heart. We are here to guide them, and deliver our service members and their families the tools they need to do what they love to do.
- You can expect an **unforgettable, dynamic, and competitive work environment.**

**The Benefits begin DAY ONE**:
We know you work hard, and cultivate the very best solutions for your family - and that’s why the benefits we offer, you won’t find anywhere else:

- We offer a competitive **federal salary** beginning at the Non-Appropriated Fund NF-01 level + depending on experience
- Did we mention, your Benefits begin on **DAY ONE**?
- Federal Healthcare benefits
- Dental, Vision, 401(k) & Pension Plan
- Accrual of paid time off at **DAY ONE**:

- Tuition reimbursement program
- Continuity Programs for Military Spouses
- Public Student Loan Forgiveness eligible* after qualifying years of service
- Tax Free shopping, worldwide, at any Navy Exchange location

Because here at the Navy Exchange Service Command, there’s no such thing as tomorrow - there’s only today. GET AFTER IT. Seize the opportunity to grow and be community driven, too. Build a mission driven life. **Mission: YOU**.

**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 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 applicab

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