Front Desk Associate

3 weeks ago

Washington, United States Navy Exchange Full time
Job Summary

Serves as the primary point of contact for guests at a Navy Gateway Inn and Suites and/or Navy Lodge property, handling all stages of their stay, 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
  • Must possess a welcoming manner and positive attitude, demonstrating effective communication skills and interacting professionally with guests, answering questions concerning lodging facilities, amenities, and providing information about local attractions.
  • 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.
  • Greets and welcomes guests upon sight, 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 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.

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