GUEST Service Representative ; Flex

Job Description - GUEST SERVICE REPRESENTATIVE I (Flex) (2600029U)

Job Description

GUEST SERVICE REPRESENTATIVE I (Flex)

2600029U

Why the Navy Exchange Service Command?

While some serve overseas for our country, we hold down the fort — we serve the men and women who wear the flag — America’s strength, America’s heart. We are here to guide them and deliver our service members and their families the tools they need to do what they love to do.

You can expect an unforgettable, dynamic, and competitive work environment.

The Benefits Begin DAY ONE:

We know you work hard and cultivate the very best solutions for your family — and that’s why the benefits we offer, you won’t find anywhere else:

• Competitive Salary: Federal pay beginning at the Non-Appropriated Fund NF-01 level + depending on experience.
• Immediate Coverage: Benefits begin on DAY ONE
  .
• Comprehensive Healthcare: Federal Healthcare benefits, Dental, and Vision coverage.
• Paid Time Off: Accrual of PTO starts on DAY ONE
  .
• Military Family Support: Continuity Programs for Military Spouses.
• Loan Forgiveness: Public Service Loan Forgiveness (PSLF) eligible
  * after qualifying years of service.
• Exclusive Perks: Tax-free shopping, worldwide, at any Navy Exchange location.

Because here at the Navy Exchange Service Command, there’s no such thing as tomorrow — there’s only today. GET AFTER IT. Seize the opportunity to grow and be community-driven, too. Build a mission-driven life.
Mission: YOU.

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.

• Must possess a welcoming manner and positive attitude, demonstrate effective communication skills, professionally interact with guests answering guest questions concerning lodging facilities, amenities and provides information about local attractions
• Assists guests with all requests, in person or via telephone, including, but not limited to, making, confirming and/or cancelling room reservations, collecting payments and presenting lodging receipts, check-in/check-out process, authorized patron verification, guest room assignments, credit card processing etc.
• Greets and welcomes guests upon sight, always maintaining outstanding guest relations.
• 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. When rooms are not available, provides a certificate of non-availability (CNA) and/or alternative lodging options in the area.
• Assists Front Office Manager, Supervisor or Assistant General Manager (AGM) in handling group reservations, utilizes commitment agreement for all group per brand standards.
• Reconciles shift transactions of all accounts and outlets of the property, ensuring complete balancing while maintaining guest service at all times.
• Interacts with guests and receives and resolves guests’ complaints, including but not limited to: adjusting room fees, adjusting check-in/check-out times consistent with program policy, and refers unusual issues to immediate supervisor for assistance and/or resolution. Utilizes judgment and understanding of policies and procedures to better assist guests.
• Registers and assigns rooms to guests, issuing room keys or cards; transmits and receives messages, and keeps records of…