Guest Service Representative II

1 day ago

Annapolis, Maryland, 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 aspects 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. Overnight shifts are regularly scheduled.

Duties and Responsibilities:
  • Must possess a welcoming demeanor and positive attitude, demonstrating effective communication skills and interacting professionally with guests, answering questions about lodging facilities, amenities, and providing information about local attractions.
  • Assists guests with all requests in person or via telephone, including making, confirming, and/or canceling 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.
  • 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.
  • 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.
  • 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 immediately for security reasons.
  • 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.
  • May be required to retrieve Lost and Found items and contact guests regarding lost or found items.
  • Logs trouble calls in the PMS and ensures the appropriate department is notified. Relocates guests to a different room when required.
  • Operates POS to record sales from convenience store if 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.
  • Ensures security of all guests is maintained at all times.
  • 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 as 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. Verifies accuracy of charges for correctness and makes appropriate changes if errors occur.
  • Completes all computer-generated reports as assigned and notates any account discrepancies for corrective action by management.
  • Prepares Close Bank Report and receipts at the end of each shift in accordance with established procedures. Prepares end-of-day front desk reconciliations, identifying and addressing any discrepancies made throughout the day.
  • May be responsible for the set-up and breakdown, clean-up of the complimentary self-service breakfast bar. Assist with preparing, 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.
  • 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 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/or other emergencies for short periods of time during the absence of 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.
  • Performs other duties as assigned.

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