Front Desk Associate

4 weeks ago

Jacksonville, Florida, United States Navy Exchange Full time
Job Summary

Serves as the first point of contact with guests at a Navy Gateway Inn and Suites and/or Navy Lodge property, handling all stages of guest stays, including special requests 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.

Duties and Responsibilities
  • Guest Interaction: Possesses a welcoming manner and positive attitude, demonstrating effective communication skills, professionally interacting with guests, answering guest questions concerning lodging facilities, amenities, and providing information about local attractions.
  • Request Assistance: Assists guests with all requests in person or via telephone, including 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.
  • Guest Relations: Greets and welcomes guests upon sight, always maintaining outstanding guest relations.
  • Communication: Communicates with all lodging associates and chain of command concerning operations, guest issues, or situations that require immediate attention.
  • Reservation Processing: 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.
  • Group Reservations: Assists Front Office Manager, Supervisor, or Assistant General Manager (AGM) in handling group reservations, utilizing commitment agreement for all group per brand standards.
  • Shift Transactions: Reconciles shift transactions of all accounts and outlets of the property, ensuring complete balancing while maintaining guest service at all times.
  • Guest Complaints: Interacts with guests and receives and resolves guest complaints, including 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.
  • Room Assignments: 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.
  • Telephone Operations: 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.
  • Inventory Management: 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.
  • Key Management: 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.
  • Training and Development: Assists the Front Office Manager, Supervisor, or AGM to train and instruct personnel assigned to the Front Desk.
  • Property Management System: 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.
  • Lost and Found: Assists the Front Office Manager, Supervisor, 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.
  • Trouble Calls: Logs trouble calls in the PMS and ensures the appropriate department is notified, relocates guests to a different room when required.
  • Point of Sale: Operates POS to record sales from convenience store if applicable, may assist in maintaining and stocking adequate supply levels.
  • Wake-Up Calls: Ensures all wake-up calls are handled promptly and properly, types any miscellaneous memos, correspondence required in the course of performing assigned duties.
  • Financial Management: Exchanges and maintains rotating change fund and daily log of moneys received and deposited, securely maintains all records and access to guest safety deposit boxes if applicable.
  • Reporting: 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, verifies accuracy of charges and makes appropriate changes if errors occur.
  • Bank Reconciliation: Completes all computer-generated reports as assigned and 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.
  • Breakfast Service: May be responsible for the set-up and breakdown, clean-up of the complimentary self-service breakfast bar, assists with preparing, heating, displaying, and replenishing breakfast items available to guests during breakfast hours, ensures 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.
  • Laundry and Supplies: May be required to assist in laundry facility and issue deliver supplies to guests.
  • Travel and Emergency Response: 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 other emergencies for short periods of time during the absence of supervisor, GM, or AGM.
  • Certifications and Training: May be required to obtain NEXCOM Hospitality Group (NHG) front desk certification within 6 months of employment, as well as any other requirements, performs other duties as assigned.

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