Customer Service Agent

3 days ago

Groton, Connecticut, United States Navy Exchange Full time
Job Summary:

As a Front Desk Associate with the Navy Exchange, you will serve as the first point of contact for guests at our Navy Gateway Inn and Suites and Navy Lodge properties. Your primary responsibility will be to handle all stages of guest stays, accommodating special requests as needed and resolving issues that may arise.

You will be 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 professionally interacting with guests to answer their questions concerning lodging facilities, amenities, and 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, always maintaining outstanding guest relations.
  • 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.

You will receive requests and process reservations within established guidelines. When rooms are not available, you will provide a certificate of non-availability (CNA) and/or alternative lodging options in the area.

You will assist the Front Office Manager, Supervisor, or Assistant General Manager (AGM) in handling group reservations, utilizing commitment agreements for all group per brand standards.

You will reconcile shift transactions of all accounts and outlets of the property, ensuring complete balancing while maintaining guest service at all times.

You will interact with guests and receive and resolve guest complaints, including adjusting room fees, adjusting check-in/check-out times consistent with program policy, and referring unusual issues to immediate supervisor for assistance and/or resolution.

You will utilize judgment and understanding of policies and procedures to better assist guests.

You will 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.

You will operate a multi-line telephone system, recording and delivering messages as required, and answering inquiries pertaining to services, base facilities, area attractions, and travel directions.

You will be responsible for inventory of all keys and other supplies and/or amenities maintained at the front desk.

You will keep the front desk and lobby area clean and safe.

You will be responsible for assigned master key.

You will properly log in and out using key log for record.

You will report lost key to supervisor immediately for security reasons.

You will assist the Front Office Manager, Supervisor, or AGM to train and instruct personnel assigned to the Front Desk.

You will utilize the Property Management System (PMS) to access guest information, retrieve reservation information, and change or cancel reservations as requested by the guests.

You will verify registration information, secure a credit card for incidental expenses, and authorize credit card for room charges.

You will assist 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.

You will log trouble calls in the PMS and ensure the appropriate department is notified.

You will relocate guests to a different room when required.

You will operate POS to record sales from convenience store, if applicable. May assist in maintaining and stocking adequate supply levels.

You will ensure all wake-up calls are handled promptly and properly.

You will type any miscellaneous memos, correspondence required in the course of performing assigned duties.

You will exchange and maintain rotating change fund and daily log of moneys received and deposited.

You will securely maintain all records and access to guest safety deposit boxes, if applicable.

You will 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.

You will verify accuracy of charges and make appropriate changes if errors occur.

You will complete all computer-generated reports as assigned and note any account discrepancies for action by management.

You will prepare Close Bank Report and receipts at the end of each shift in accordance with established procedures.

You will assist with preparing, heating, displaying, and replenishing breakfast items available to guests during breakfast hours.

You will ensure surrounding area is returned to its original state and free of all leftover food by the end of designated breakfast hour.

You will be required to obtain proper food handling certifications as applicable.

You will be required to assist in laundry facility and issue deliver supplies to guests.

You will be required to possess a valid state driver's license to travel to other lodging facilities as needed within the normal scope of duties.

You will be required to work all shifts, including weekends and holidays as scheduled.

You will 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.

You will be required to obtain NEXCOM Hospitality Group (NHG) front desk certification within 6 months of employment, as well as any other requirements.

You will perform other duties as assigned.

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