(NAVY LODGE NORFOLK) GUEST SERVICE REPRESENTATIVE I

NEXCOM•Norfolk, VA

1d•Onsite

About The Position

Serves as the first point of contact for guests at a Navy Gateway Inn and Suites and/or Navy Lodge property. This role handles all stages of a guest's stay, accommodating special requests, and resolving issues as they arise. The Guest Service Representative is responsible for front desk operations, lobby appearance, guest service-related office operations, and ensuring the safety, security, and privacy of all guests.

Requirements

One year of general office clerical experience that demonstrated the ability to perform clerical duties satisfactorily.
One year of progressively responsible experience related to the position.
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 6 months of experience.

Nice To Haves

Possess a welcoming manner and positive attitude.
Demonstrate effective communication skills.
Professionally interact with guests.
Utilize judgment and understanding of policies and procedures to better assist guests.
Required to obtain proper food handling certifications as applicable.
May be required to possess a valid state driver's license.
May be required to obtain NEXCOM Hospitality Group NHG front desk certification within 6 months of employment.
May be required to obtain any other requirements.

Responsibilities

Serve as the first point of contact with guests, handling all stages of their stay.
Accommodate special requests and resolve issues that may arise.
Manage front desk operations, lobby appearance, and guest service-related office operations.
Ensure the safety, security, and privacy of all guests.
Greet and welcome guests with a welcoming manner and positive attitude.
Professionally interact with guests, answering questions about lodging facilities, amenities, and local attractions.
Assist guests with requests in person or via telephone, including reservations, payments, check-in/check-out, patron verification, room assignments, and credit card processing.
Communicate with lodging associates and chain of command regarding operations and guest issues.
Apply knowledge of standard operating procedures, processes, and rules governing patron eligibility.
Process reservations and provide certificates of non-availability (CNA) or alternative lodging options when rooms are unavailable.
Assist with handling group reservations and utilizing commitment agreements.
Reconcile shift transactions, balance accounts, and maintain guest service.
Receive and resolve guest complaints, including adjusting room fees and check-in/check-out times, and refer unusual issues to supervisors.
Register guests, assign rooms, issue keys/cards, transmit/receive messages, and keep records of occupied rooms and guest accounts.
Operate a multi-line telephone system, record and deliver messages, and answer inquiries.
Maintain inventory of keys, supplies, and amenities at the front desk.
Keep the front desk and lobby area clean and safe.
Manage assigned master key, log its usage, and report lost keys immediately.
Assist in training and instructing personnel assigned to the Front Desk.
Utilize the Property Management System (PMS) for guest information, reservations, and modifications.
Verify registration information, secure credit cards for incidental expenses, and authorize credit card charges.
Assist in ensuring the Lost and Found is utilized correctly in PMS and disposal processes are adhered to.
Log trouble calls in PMS and ensure appropriate departments are notified.
Relocate guests to different rooms when required.
Operate POS to record sales from convenience store, if applicable, and assist in maintaining supply levels.
Ensure all wake-up calls are handled promptly and properly.
Type miscellaneous memos and correspondence.
Exchange and maintain rotating change fund and daily log of moneys received and deposited.
Securely maintain all records and access to guest safety deposit boxes, if applicable.
Generate and print various reports from the PMS, verify accuracy of charges, and make corrections.
Complete computer-generated reports and notate account discrepancies.
Prepare Close Bank Report and receipts at the end of each shift.
May be responsible for the set-up, breakdown, and clean-up of the complimentary self-service breakfast bar, including preparing, heating, displaying, and replenishing breakfast items.
Ensure the breakfast area is returned to its original state and free of leftover food.
May be required to assist in the 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.
Work all shifts, including weekends and holidays, as scheduled.
Maintain operations during inclement weather and other emergencies in the absence of a supervisor.
Obtain NEXCOM Hospitality Group (NHG) front desk certification within 6 months of employment, as well as any other requirements.
Perform other duties as assigned.