Guest Service Representative Ii (Flex

Job Overview

Job Title:

GUEST SERVICE REPRESENTATIVE II (FLEX)

Job Number: 260001T2

Primary

Location:

United States – Maryland – Annapolis

Organization:
Annapolis;
Pay Range: 18.00

Serves as first point of contact with guests at a Navy Gateway Inn and Suites and/or Navy Lodge property and handles all stages of guests' stay, accommodating special requests as needed and resolving issues that may arise. Responsibilities include front desk operations, lobby appearance, guest service, related office operations and the safety, security and privacy of all guests. Overnight shifts are regularly scheduled.

• Maintain a welcoming manner and positive attitude, demonstrate effective communication skills, and interact professionally with guests, answering questions about lodging facilities, amenities and local attractions.
• Assist guests with all requests, in person or via telephone, including making, confirming and/or cancelling room reservations, collecting payments, presenting lodging receipts, checking guests in and out, verifying patron authorizations and credit card processing.
• Greet and welcome guests upon sight, always maintaining outstanding guest relations.
• Complete all mandatory training designated for overnight shift and fill in schedule gaps due to call‑outs, no‑shows, vacations, etc., completing all work duties and reporting assigned to the shift.
• Communicate with all lodging associates and chain of command regarding operations, guest issues or situations that require immediate attention.
• Apply knowledge of standard operating procedures, processes and rules governing patron eligibility and process reservations within established guidelines, issuing a certificate 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 at all times.
• Receive and resolve guests' complaints, adjusting room fees and check‑in/check‑out times consistent with program policy, referring unusual issues to the supervisor.
• Register and assign rooms to guests, issue room keys or cards, transmit and receive messages, and keep records of occupied rooms and guest accounts.
• Operate a multi‑line telephone system, record and deliver messages, and answer inquiries about services, base facilities, area attractions and travel directions.
• Maintain inventory of keys and other supplies and/or amenities at the front desk; keep the front desk and lobby area clean and safe.
• Assume responsibility for the assigned master key, logging in and out using the key log and reporting lost keys to the supervisor immediately.
• Use the Property Management System (PMS) to access guest information, retrieve reservation information and change or cancel reservations as requested.
• Retrieve lost and found items and contact guests regarding lost or found items.
• Log trouble calls in the PMS and ensure the appropriate department is notified; relocate guests to a different room when required.
• Operate POS to record sales from the convenience store (if applicable) and assist in maintaining and stocking adequate supplies.
• Ensure all wake‑up calls are handled promptly and properly; type any miscellaneous memos or correspondence required in the course of performing assigned duties.
• Maintain security of all guests at all times.
• Exchange and maintain rotating change‑fund and daily log of monies received and deposited; securely maintain all records and access to guest safety deposit boxes.
• Generate and print various reports from the PMS such as Expected Arrivals, Departure List, In‑House Guest List and Night Audit reports, verifying accuracy of charges.
• Complete all computer‑generated reports, as assigned, and note any account discrepancies for corrective action by management.
• Prepare Close Bank Report and receipts at the end of each shift in accordance with established procedures.
• Prepare end‑of‑day front desk reconciliations identifying and addressing any discrepancies made throughout the day.
• Set up and breakdown/clean‑up the complimentary “self‑service” breakfast bar, assist with preparing, heating, displaying and…