Title: (LITTLE CREEK NAVY LODGE) GUEST SERVICE REPRESENTATIVE II Location: United States-Virginia-Virginia Beach Job Number: 260001FY Job Summary: Serves as first point of contact with guests at a Navy Gateway Inn and Suites and/or Navy Lodge property, and handles all stages of guests' stay; accommodating special requests as needed, 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 manner and positive attitude, demonstrate effective communication skills, interacts professionally with guests, answering questions concerning lodging facilities, amenities and provides information about local attractions Assists guests with all requests, in person or via telephone, including, but not limited to, 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. 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 but not limited to: 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, heating, 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 period 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 Qualifications: GENERAL EXPERIENCE - One (1) year of general office clerical experience that demonstrated the ability to perform clerical duties satisfactorily. AND SPECIALIZED EXPERIENCE - One (1) year progressively responsible experience related to the position to be filled. OR SUBSTITUTION OF EDUCATION FOR EXPERIENCE - Study completed in a college university or junior college above the high school level may be substituted on the basis of one-half academic year of study for six (6) months of experience.
