3Rd Shift Guest Service Representative Ii Navy Inn

Job Title

3RD SHIFT GUEST SERVICE REPRESENTATIVE II – FULL TIME – NAVY INN

250003E4

United States – Connecticut – Groton

NGIS New London Pay Range: 19.61 + DOE

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. 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.

• Must possess a welcoming manner and positive attitude; demonstrate effective communication skills and interact professionally with guests.
• Assists guests with all requests in person or via telephone, including but not limited to making, confirming, and/or canceling room reservations, collecting payments, and presenting lodging receipts.
• Greets and welcomes guests upon sight while maintaining outstanding guest relations.
• Required to complete all mandatory training designated for overnight shift and fill in schedule gaps due to call‑outs, no‑shows, vacations, etc., for the overnight shift schedule.
• Communicates with all lodging associates and chain of command concerning operations, guest issues, or situations that require immediate attention.
• Applies knowledge of standard operating procedures, processes, and rules governing patron eligibility.
• Receives requests and processes reservations within established guidelines; provides a certificate of non‑availability (CNA) or alternative lodging options when rooms are not available.
• Reconciles shift transactions of all accounts and outlets of the property, ensuring complete balancing while maintaining guest service at all times.
• Interacts with guests, receives, and resolves complaints, adjusting room fees, check‑in/check‑out times, and referring unusual issues to immediate supervisor.
• Registers and assigns rooms to guests, issues room keys or cards, transmits and receives messages, and keeps records of occupied rooms and guest accounts.
• Operates a multi‑line telephone system, records and delivers messages, and answers inquiries pertaining to services at base facilities, area attractions, and travel directions.
• Manages inventory of keys and supplies; maintains the front desk and lobby area clean and safe.
• Remains responsible for assigned master key; logs keys in and out using the key log.
• Utilizes the Property Management System (PMS) to access guest information, retrieve reservation information, and change or cancel reservations as requested.
• May retrieve Lost and Found items and contact guests regarding lost or found items.
• Logs trouble calls in the PMS and ensures the appropriate department is notified.
• Relocates guests to a different room when required.
• Operates POS to record sales from convenience store, if applicable, and assists in maintaining and stocking adequate supply levels.
• Ensures all wake‑up calls are handled promptly and properly.
• Types any miscellaneous memos or correspondence required while performing assigned duties.
• Ensures security of all guests is maintained at all times.
• Exchanges and maintains rotating change fund and daily log of moneys received and deposited; securely maintains all records and access to guest safety deposit boxes as applicable.
• May generate and print various reports from the PMS such as Expected Arrivals, Departure List, In‑House Guest List, Night Audit reports, and other occupancy reports.
• Completes all computer‑generated reports as assigned and notates any account discrepancies for corrective action by management.
• Prepares Close Bank Report and receipts at the end of each shift in accordance with established procedures.
• Prepares end‑of‑day front desk reconciliations, identifying and addressing any discrepancies made throughout the day.
• May be responsible for the set‑up, breakdown, and cleanup of the complimentary self‑service breakfast bar, including heating, displaying, and replenishing items during breakfast hours.
• May assist in laundry facility and issue deliver supplies to guests.
• May be required to…