(NHG LITTLE CREEK) - GUEST SERVICE REPRESENTATIVE II

NEXCOM•Virginia Beach, VA

4d•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 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.

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.
Must possess a welcoming manner and positive attitude.
Demonstrate effective communication skills.
Interact professionally with guests.
Ability to answer questions concerning lodging facilities, amenities, and provide information about local attractions.
Ability to assist guests with all requests in person or via telephone.
Ability to collect payments and present lodging receipts.
Ability to perform authorized patron verification.
Ability to assign guest rooms.
Ability to process credit cards.
Ability to greet and welcome guests upon sight.
Ability to maintain outstanding guest relations.
Ability to complete all mandatory training designated for overnight shift.
Ability to fill in schedule gaps due to call-outs, no-shows, vacations etc. for the overnight shift schedule.
Ability to complete all work duties and reports assigned to the shift as required.
Ability to communicate with all lodging associates and chain of command concerning operations guest issues or situations that require immediate attention.
Ability to apply knowledge of standard operating procedures, processes and rules governing patron eligibility.
Ability to receive requests and process reservations within established guidelines.
Ability to provide a certificate of non-availability (CNA) and/or alternative lodging options in the area when rooms are not available.
Ability to reconcile shift transactions of all accounts and outlets of the property ensuring complete balancing while maintaining guest service at all times.
Ability to interact with guests, receive and resolve guests complaints.
Ability to adjust room fees, adjust check-in/check-out times consistent with program policy.
Ability to refer unusual issues to immediate supervisor for assistance and/or resolution.
Ability to utilize judgment and understanding of policies and procedures to better assist guests.
Ability to register and assign rooms to guests issuing room keys or cards.
Ability to transmit and receive messages.
Ability to keep records of occupied rooms and guest accounts.
Ability to make and confirm reservations presenting statements and collecting payments as necessary.
Ability to operate a multi-line telephone system.
Ability to record and deliver messages as required.
Ability to answer inquiries pertaining to services base facilities, area attractions, and travel directions.
Ability to be responsible for inventory of all keys and other supplies, and/or amenities maintained at the front desk.
Ability to keep the front desk and lobby area clean and safe.
Ability to be responsible for assigned master key.
Ability to properly log in and out using key log for record.
Ability to report lost key to supervisor immediately for security reasons.
Ability to utilize the Property Management System (PMS) to access guest information, retrieve reservation information, and change/cancel reservations as requested by the guests.
Ability to verify registration information, secure a credit card for incidental expenses and authorize credit card for room charges.
Ability to retrieve Lost and Found items and contact guests regarding lost or found items.
Ability to log trouble calls in the PMS and ensure the appropriate department is notified.
Ability to relocate guests to a different room when required.
Ability to operate POS to record sales from convenience store if applicable.
Ability to assist in maintaining and stocking adequate supply levels.
Ability to ensure all wake up calls are handled promptly and properly.
Ability to type any miscellaneous memos/correspondence required in the course of performing assigned duties.
Ability to ensure security of all guests is maintained at all times.
Ability to exchange and maintain rotating change fund and daily log of moneys received and deposited.
Ability to securely maintain all records and access to guest safety deposit boxes as applicable.
Ability 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.
Ability to verify accuracy of charges for correctness and make appropriate changes if errors occur.
Ability to complete all computer-generated reports as assigned and notate any account discrepancies for corrective action by management.
Ability to prepare Close Bank Report and receipts at the end of each shift in accordance with established procedures.
Ability to prepare end of day front desk reconciliations identifying and addressing any discrepancies made throughout the day.
Ability to be responsible for the set-up and breakdown, clean-up of the complimentary self-service breakfast bar.
Ability to assist with preparing heating, displaying, and replenishing breakfast items available to guests during breakfast hours.
Ability to ensure surrounding area is returned to its original state and free of all left-over food by the end of designated breakfast hour.
Required to obtain proper food handling certifications as applicable.
Ability to assist in laundry facility and issue deliver supplies to guests.
Ability 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.
Perform other duties as assigned.

Nice To Haves

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.

Responsibilities

Serve as the first point of contact with guests, handling all stages of their stay.
Manage front desk operations, lobby appearance, and guest service-related office operations.
Ensure the safety, security, and privacy of all guests.
Assist guests with all requests in person or via telephone, including reservations, payments, check-in/check-out, and guest room assignments.
Greet and welcome guests, maintaining outstanding guest relations.
Complete all mandatory training designated for overnight shifts and fill in schedule gaps.
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 within established guidelines and provide certificates of non-availability or alternative lodging options when rooms are not available.
Reconcile shift transactions of all accounts and outlets, ensuring complete balancing while maintaining guest service.
Receive and resolve guest complaints, adjusting fees or times as appropriate, and referring unusual issues to supervisors.
Register and assign rooms to guests, issue room keys or cards, transmit and receive messages, keep records of occupied rooms and guest accounts.
Operate a multi-line telephone system, record and deliver messages, and answer inquiries.
Maintain inventory of all keys and supplies, and keep the front desk and lobby area clean and safe.
Manage assigned master key, log its use, and report lost keys immediately.
Utilize the Property Management System (PMS) to access guest information, retrieve reservation information, and change/cancel reservations.
Verify registration information, secure credit cards, and authorize credit card charges.
Retrieve Lost and Found items and contact guests regarding them.
Log trouble calls in the 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 and stocking supply levels.
Ensure all wake-up calls are handled promptly and properly.
Type miscellaneous memos/correspondence.
Ensure security of all guests is maintained at all times.
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.
Generate and print various reports from the PMS, verifying accuracy of charges.
Complete all computer-generated reports and notate any account discrepancies.
Prepare Close Bank Report and receipts at the end of each shift.
Prepare end-of-day front desk reconciliations.
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.
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.
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.
May be required to obtain NEXCOM Hospitality Group NHG front desk certification within 6 months of employment.
Perform other duties as assigned.