GUEST SERVICE REPRESENTATIVE I

6 months ago

Newport, United States Navy Exchange Full time

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 guestsstayaccommodating special requestsas neededand resolving issues that may arise.Responsible for front desk operationslobby appearanceguest servicerelated office operations and the safetysecurity and privacy of all guests. Duties and Responsibilities:Must possess a welcoming manner and positive attitudedemonstrate effective communication skillsprofessionally interact with guests answering guest questions concerning lodging facilitiesamenities and provides information about local attractions-Assists guests with all requestsin person or via telephoneincludingbut not limited tomakingconfirming and or cancelling room reservationscollecting payments and presenting lodging receiptscheck-in check-out processauthorized patron verificationguest room assignmentscredit card processing etc.-Greets and welcomes guests upon sightalways maintaining outstanding guest relations.-Communicates with all lodging associates and chain of command concerning operationsguest issues or situations that require immediate attention.-Applies knowledge of standard operating proceduresprocesses and rules governing patron eligibility.Receives requests and processes reservations within established guidelines.When rooms are not availableprovides a certificate of non-availabilityCNAand or alternative lodging options in the area.-Assists Front Office ManagerSupervisor or Assistant General ManagerAGMin handling group reservationsutilizes commitment agreement for all group per brand standards.-Reconciles shift transactions of all accounts and outlets of the propertyensuring complete balancing while maintaining guest service at all times.-Interacts with guests and receives and resolves guestscomplaintsincluding but not limited toadjusting room feesadjusting check-in check-out times consistent with program policyand 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 guestsissuing room keys or cardstransmits and receives messagesand keeps records of occupied rooms and guest accountsmakes and confirms reservationspresenting statements and collecting paymentsas necessary.-Operates a multi-line telephone systemrecords and delivers messagesas requiredand answering inquiries pertaining to servicesbase facilitiesarea 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 immediatelyfor security reasons.-Assists the Front Office ManagerSupervisor or AGM to train and instruct personnel assigned to the Front Desk.-Utilizes the Property Management SystemPMSto access guest informationretrieve reservation information and change or cancel reservations as requested by the guests.Verifies registration informationsecures a credit card for incidental expenses and authorizes credit card for room charges.-Assists the Front Office ManagerSupervisor or AGM in ensuring that the Lost and Found is utilized in Property Management System and disposal processes are adhered to according to brand standards.-Logs trouble calls in the PMS and ensures the appropriate department is notified. Relocates guests to a different roomwhen required.-Operates POS to record sales from convenience storeif 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.-Exchanges and maintains rotating change fund and daily log of moneys received and deposited. Securely maintains all records and access to guest safety deposit boxesif applicable.-May be required to generate and print various reports from the PMS such as Expected ArrivalsDeparture ListIn-House Guest List and Night Audit reports as well as other dailymonthly or annual occupancy reports.Verifies accuracy of charges and makes appropriate changes if errors occur.-Completes all computer generated reportsas assignedand notates any account discrepancies for action by management.-Prepares Close Bank Report and receipts at the end of each shift in accordance with established procedures.-May be responsible for the set-up and breakdown clean-up of the complimentaryself-servicebreakfast bar. Assist with preparingheatingdisplaying and replenishing breakfast items available to guests during breakfast hours. Ensures surrounding area is returned to its original state and free of all left-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 neededwithin the normal scope of duties.-Will be required to work all shiftsincluding weekends and holidays as scheduled.-May be called upon to maintain operations during inclement weather and other emergencies for short period of timeduring the absence of supervisorGM or AGM.-May be required to obtain NEXCOM Hospitality GroupNHGfront desk certification within 6 months of employmentas well asany other requirements.Performs other duties as assigned

GENERAL EXPERIENCEOne1year of general office clerical experience that demonstrated the ability to perform clerical duties satisfactorily.ANDSPECIALIZED EXPERIENCEOne1year progressively responsible experience related to the position to be filled.ORSUBSTITUTION OF EDUCATION FOR EXPERIENCEStudy completed in a collegeuniversityor junior collegeabove the high school levelmay be substituted on the basis of one-half academic year of study for 6 months of experience.

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