Guest Service Representative

2 weeks ago

Norfolk, Virginia, United States Navy Exchange Full time
Job Summary:

Serve as the primary point of contact for guests at a Navy Gateway Inn and Suites and/or Navy Lodge property, handling all aspects of their stay, including special requests and resolving any issues that may arise. Responsible for front desk operations, lobby appearance, and guest service-related office operations, ensuring the safety, security, and privacy of all guests.

Duties and Responsibilities:
  • Exhibit a welcoming demeanor and positive attitude, demonstrating effective communication skills and interacting with guests to answer questions about lodging facilities, amenities, and local attractions.
  • Assist guests with all requests, including making, confirming, and canceling room reservations, collecting payments, and presenting lodging receipts, check-in, and check-out processes, authorized patron verification, guest room assignments, credit card processing, and more.
  • Greet and welcome guests upon arrival, maintaining outstanding guest relations.
  • Communicate with lodging associates and the chain of command regarding operations, guest issues, or situations requiring immediate attention.
  • Apply knowledge of standard operating procedures, processes, and rules governing patron eligibility, receiving requests, and processing reservations within established guidelines.
  • Assist the Front Office Manager, Supervisor, or Assistant General Manager in handling group reservations, utilizing commitment agreements for all group bookings per brand standards.
  • Reconcile shift transactions of all accounts and outlets, ensuring complete balancing while maintaining guest service at all times.
  • Interact with guests, receive, and resolve complaints, including adjusting room fees, check-in, and check-out times consistent with program policy, and refer unusual issues to the immediate supervisor for assistance and resolution.
  • Register and assign rooms to guests, issuing room keys or cards, transmitting and receiving messages, and keeping records of occupied rooms and guest accounts, making and confirming reservations, presenting statements, and collecting payments as necessary.
  • Operate a multi-line telephone system, recording and delivering messages, and answering inquiries about 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, keeping the front desk and lobby area clean and safe.
  • Responsible for assigned master key, properly logging in and out using a key log for record, and reporting lost keys to the supervisor immediately for security reasons.
  • Assist the Front Office Manager, Supervisor, or Assistant General Manager in training and instructing personnel assigned to the Front Desk.
  • Utilize the Property Management System (PMS) to access guest information, retrieve reservation information, and change or cancel reservations as requested by guests, verifying registration information, securing a credit card for incidental expenses, and authorizing credit cards for room charges.
  • Assist the Front Office Manager, Supervisor, or Assistant General Manager in ensuring that the Lost and Found is utilized in the Property Management System and disposal processes are adhered to according to brand standards.
  • Log trouble calls in the PMS and ensure the appropriate department is notified, relocating guests to a different room when required.
  • Operate the Point of Sale (POS) system to record sales from the convenience store, if applicable, and may assist in maintaining and stocking adequate supply levels.
  • Ensure all wake-up calls are handled promptly and properly, typing any miscellaneous memos, correspondence required in the course of performing assigned duties.
  • Exchange and maintain the rotating change fund and daily log of moneys received and deposited, securely maintaining 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 List In-House, Guest List, and Night Audit reports, as well as other daily, monthly, or annual occupancy reports, verifying accuracy of charges and making appropriate changes if errors occur.
  • Complete all computer-generated reports as assigned and note any account discrepancies for action by management.
  • Prepare the Close Bank Report and receipts at the end of each shift in accordance with established procedures.
  • May be responsible for setting up and breaking down the complimentary self-service breakfast bar, assisting with preparing, displaying, and replenishing breakfast items available to guests during breakfast hours, ensuring the surrounding area is returned to its original state and free of all leftover food by the end of designated breakfast hours.
  • May be required to assist in the 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 other emergencies for short periods of time during the absence of the 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 duties as assigned.

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