(NAVY GATEWAY INNS & SUITES NW ANNEX NSA) GUEST SERVICE REPRESENTATIVE I

NEXCOM•Norfolk, VA

21h•Onsite

About The Position

Serves as the first point of contact with guests at a Navy Gateway Inn and Suites and/or Navy Lodge property, handling all stages of guests' stays, accommodating special requests, and resolving issues. This role is responsible for front desk operations, maintaining lobby appearance, managing guest service-related office operations, and ensuring the safety, security, and privacy of all guests. Duties include welcoming guests, assisting with reservations, check-in/check-out, processing payments, providing local information, communicating with staff, handling complaints, operating telephone systems, managing keys and supplies, training new personnel, utilizing property management and POS systems, managing breakfast bar setup, assisting in laundry, and potentially driving to other facilities.

Requirements

One (1) year of general office clerical experience that demonstrated the ability to perform clerical duties satisfactorily.
One (1) year progressively responsible experience related to the position to be filled.
May be required to possess a valid state driver's license.
Required to obtain proper food handling certifications as applicable.
May be required to obtain NEXCOM Hospitality Group (NHG) front desk certification within 6 months of employment.

Responsibilities

Possess a welcoming manner and positive attitude, demonstrate effective communication skills, professionally interact with guests, answering guest questions concerning lodging facilities amenities and provides information about local attractions.
Assist 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.
Greet and welcome guests upon sight always maintaining outstanding guest relations.
Communicate with all lodging associates and chain of command concerning operations, guest issues or situations that require immediate attention.
Apply knowledge of standard operating procedures, processes and rules governing patron eligibility.
Receive requests and process reservations within established guidelines.
When rooms are not available, provide a certificate of non-availability CNA and or alternative lodging options in the area.
Assist Front Office Manager, Supervisor or Assistant General Manager AGM in handling group reservations, utilizes commitment agreement for all group per brand standards.
Reconcile shift transactions of all accounts and outlets of the property ensuring complete balancing while maintaining guest service at all times.
Interact with guests and receive and resolve 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.
Utilize judgment and understanding of policies and procedures to better assist guests.
Register and assign 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.
Operate a multi-line telephone system, record and deliver messages as required and answering 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.
Keep the front desk and lobby area clean and safe.
Responsible for assigned master key. Properly log in and out using key log for record.
Report lost key to supervisor immediately for security reasons.
Assist the Front Office Manager, Supervisor or AGM to train and instruct personnel assigned to the Front Desk.
Utilize the Property Management System PMS to access guest information, retrieve reservation information and change or cancel reservations as requested by the guests.
Verify registration information, secure a credit card for incidental expenses and authorize credit card for room charges.
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.
Log trouble calls in the PMS and ensures the appropriate department is notified.
Relocate guests to a different room when required.
Operate POS to record sales from convenience store if applicable.
Assist in maintaining and stocking adequate supply levels (for convenience store).
Ensure all wake up calls are handled promptly and properly.
Type any miscellaneous memos correspondence required in the course of performing assigned duties.
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 such as Expected Arrivals, Departure List, In-House Guest List and Night Audit reports as well as other daily, monthly or annual occupancy reports.
Verify accuracy of charges and makes appropriate changes if errors occur.
Complete all computer generated reports as assigned and notate any account discrepancies for action by management.
Prepare Close Bank Report and receipts at the end of each shift in accordance with established procedures.
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.
Ensure surrounding area is returned to its original state and free of all left-over food by the end of designated breakfast hour.
Obtain proper food handling certifications as applicable.
Assist in laundry facility and issue deliver supplies to guests.
Possess a valid state driver's license to travel to other lodging facilities as needed within the normal scope of duties.
Work all shifts including weekends and holidays as scheduled.
Maintain operations during inclement weather and other emergencies for short period of time during the absence of supervisor GM or AGM.
Obtain NEXCOM Hospitality Group NHG front desk certification within 6 months of employment as well as any other requirements.
Perform other duties as assigned.