Guest Service Supervisor Navy Inn Bangor FT w/benefits

NEXCOM•Silverdale, WA

About The Position

The Guest Service Supervisor supervises the daily operations of the front desk, reservations, and group reservation office for a lodging operation at the Navy Inn Bangor. The role supports guest service for active-duty and retired military members and their families; no military affiliation is required. The supervisor assists the Front Office Manager with work planning and scheduling, trains and supervises front desk personnel, and helps ensure operations follow established instructions and procedures. The position also performs front-desk duties as needed, resolves routine operational and administrative issues, and coordinates with housekeeping to ensure rooms are ready for occupancy.

Requirements

At least one year of general experience in administrative, professional, or other responsible work that provided general knowledge of business practices and administrative processes, interpersonal work skills, and the ability to exercise mature judgment; alternatively, qualifying hotel, lodging, or hospitality academic study above high school may substitute at the stated rate.
One year of responsible administrative, supervisory, professional, or technical experience demonstrating knowledge of Navy Gateway Inns & Suites (NGIS) front-of-house operations or comparable guest-services work.
Welcoming manner and positive attitude.
Effective communication skills and professional guest interaction.
Strong computer skills.
Ability to use a property management system, key-card system, and CORE inventory management system.

Responsibilities

Supervise front desk operations and reservations, including cashiering, reservations, and room assignments to maximize occupancy.
Welcome guests, communicate professionally, answer questions about hotel facilities, and provide information about local attractions.
Assist with handling customer complaints and involve management as necessary.
Assist the Front Office Manager with planning and scheduling front desk work on a daily, weekly, monthly, and quarterly basis.
Train, instruct, and supervise front desk personnel through formal and on-the-job training.
As assigned, review Night Audit reports concerning occupancy, vacancy, call accounting, and related areas; conduct statistical analysis and review reports to support personnel and revenue accountability.
Ensure front desk operations comply with established instructions and procedures, and perform front desk duties as required.
Use the property management system (PMS) to access guest and reservation information, change or cancel reservations, register guests, verify registration information, and authorize credit cards for room charges and incidental expenses.
Issue guest key cards and maintain guest privacy and security.
Resolve administrative problems, routine operational issues, and front desk complaints; recommend solutions and draft procedures for management review.
Reconcile room status with housekeeping reports and coordinate with housekeeping to ensure rooms are ready for occupancy.
Run, print, and interpret PMS reports as required, including accounts receivable, expected arrivals, departure lists, in-house guest lists, and Night Audit reports.
Maintain accountability for front desk keys and other inventory.
Keep the front desk and lobby clean and neat.
Perform other related duties as assigned.