(NHG LITTLE CREEK) GUEST SERVICE REPRESENTATIVE II

Navy Exchange Service Command-posted 10 months ago

Part-time

Virginia Beach, VA

General Merchandise Retailers

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The Guest Service Representative II serves as the first point of contact with guests at a Navy Gateway Inn and Suites or Navy Lodge property. This role involves handling all stages of a guest's stay, accommodating special requests, and resolving any issues that may arise. Responsibilities include managing front desk operations, ensuring lobby appearance, and maintaining guest service-related office operations while prioritizing the safety, security, and privacy of all guests. The position requires regular overnight shifts.

Possess a welcoming manner and positive attitude while demonstrating effective communication skills.
Interact professionally with guests, answering questions concerning lodging facilities, amenities, and local attractions.
Assist guests with requests in person or via telephone, including making, confirming, and cancelling room reservations.
Collect payments and present lodging receipts during the check-in and check-out process.
Complete mandatory training designated for overnight shifts and fill in schedule gaps as needed.
Communicate with lodging associates and chain of command regarding operations and guest issues.
Apply knowledge of standard operating procedures and rules governing patron eligibility.
Reconcile shift transactions of all accounts and outlets of the property.
Receive and resolve guest complaints, adjusting room fees and check-in/check-out times as necessary.
Register and assign rooms to guests, issuing room keys or cards.
Operate a multi-line telephone system and record messages as required.
Maintain inventory of keys and supplies at the front desk.
Utilize the Property Management System (PMS) to access and manage guest information.
Log trouble calls in the PMS and ensure appropriate departments are notified.
Handle wake-up calls promptly and prepare miscellaneous memos as required.
Securely maintain all records and access to guest safety deposit boxes.
Generate and print various reports from the PMS, verifying accuracy of charges.
Prepare Close Bank Report and receipts at the end of each shift.
Assist with the set-up and clean-up of the complimentary self-service breakfast bar.
May assist in laundry facility and deliver supplies to guests.
Possess a valid state driver's license for travel to other lodging facilities as needed.
Work all shifts including weekends and holidays as scheduled.
Maintain operations during emergencies in the absence of a supervisor.

One year of general office clerical experience demonstrating the ability to perform clerical duties satisfactorily.
One year of progressively responsible experience related to the position.
Education above the high school level may be substituted for experience.

NEXCOM Hospitality Group front desk certification within 6 months of employment.
Proper food handling certifications as applicable.

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