Front Desk Associate

1 day ago

Newport, Rhode Island, United States Navy Exchange Full time
Job Summary:

Serve as the primary point of contact for guests at a Navy Gateway Inn and Suites 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, guest service-related office operations, and ensuring the safety, security, and privacy of all guests.

Duties and Responsibilities:
  1. Provide exceptional customer service, demonstrating a welcoming manner and positive attitude, and effectively communicating with guests to answer their questions and provide information about lodging facilities, amenities, and local attractions.
  2. Assist guests with all requests, including making, confirming, and canceling room reservations, collecting payments, and presenting lodging receipts, as well as handling check-in and check-out processes, authorized patron verification, guest room assignments, credit card processing, and other related tasks.
  3. Communicate with all lodging associates and the chain of command regarding operations, guest issues, or situations that require immediate attention.
  4. Apply knowledge of standard operating procedures, processes, and rules governing patron eligibility, and receive and process reservations within established guidelines.
  5. When rooms are not available, provide a certificate of non-availability (CNA) and/or alternative lodging options in the area.
  6. Assist the Front Office Manager, Supervisor, or Assistant General Manager (AGM) in handling group reservations, utilizing the commitment agreement for all group reservations, as per brand standards.
  7. Reconcile shift transactions of all accounts and outlets of the property, ensuring complete balancing while maintaining guest service at all times.
  8. Interact with guests and resolve their complaints, including adjusting room fees, adjusting check-in and check-out times, consistent with program policy, and referring unusual issues to the immediate supervisor for assistance and/or resolution.
  9. Utilize judgment and understanding of policies and procedures to better assist guests.
  10. 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.
  11. 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.
  12. 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.
  13. 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.
  14. Assist the Front Office Manager, Supervisor, or AGM in training and instructing personnel assigned to the Front Desk.
  15. Utilize the Property Management System (PMS) to access guest information, retrieve reservation information, and change or cancel reservations as requested by guests.
  16. Verify registration information, secure a credit card for incidental expenses, and authorize credit card for room charges.
  17. Assist the Front Office Manager, Supervisor, or AGM in ensuring that the Lost and Found is utilized in the Property Management System and disposal processes are adhered to, according to brand standards.
  18. Log trouble calls in the PMS and ensure the appropriate department is notified, relocate guests to a different room when required.
  19. Operate POS to record sales from the convenience store, if applicable, and may assist in maintaining and stocking adequate supply levels.
  20. Ensure all wake-up calls are handled promptly and properly, type any miscellaneous memos or correspondence required in the course of performing assigned duties.
  21. Exchange and maintain rotating change funds and daily logs of moneys received and deposited, securely maintaining all records and access to guest safety deposit boxes, if applicable.
  22. 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.
  23. Verify accuracy of charges and make appropriate changes if errors occur.
  24. Complete all computer-generated reports as assigned and note any account discrepancies for action by management.
  25. Prepare Close Bank Report and receipts at the end of each shift, in accordance with established procedures.
  26. 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.
  27. Ensure the surrounding area is returned to its original state and free of all leftover food by the end of designated breakfast hours.
  28. Required to obtain proper food handling certifications, as applicable.
  29. May be required to assist in the laundry facility and issue deliver supplies to guests.
  30. 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.
  31. Will be required to work all shifts, including weekends and holidays, as scheduled.
  32. 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.
  33. May be required to obtain NEXCOM Hospitality Group (NHG) front desk certification within 6 months of employment, as well as any other requirements.
  34. Perform other duties as assigned.

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