Guest Service Representative Navy Lodge

Job Description - GUEST SERVICE REPRESENTATIVE I - FULL TIME - NAVY LODGE (250003TG)

250003TG

Staten Island Navy Lodge

Staten Island Navy Lodge
Pay Range: 19.80+ 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.

• Must possess a welcoming manner and positive attitude, demonstrate effective communication skills, and professionally interact with guests answering their questions concerning lodging facilities, amenities, and providing 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 processes, 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 and 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 judgement and understanding of policies and procedures to better assist guests.
• Registers and assigns rooms to guests, issuing room keys or cards, transmitting and receiving messages and keeping records of occupied rooms and guest accounts, making and confirming reservations, presenting statements and collecting payments as necessary.
• Operates a multi‑line telephone system, records and delivers messages as required and answers inquiries pertaining to services, base facilities, area attractions and travel directions.
• Responsible for inventory of all keys and other supplies and/or amenities maintained at the front desk; keeps the front desk and lobby area clean and safe.
• Responsible for assigned master key; properly logs in and out using key log for record. Must report lost key to supervisor immediately for security reasons.
• Assists the Front Office Manager / Supervisor or AGM to train and instruct personnel assigned to the Front Desk.
• Utilizes the Property Management System (PMS) to access guest information, retrieve reservation information, and change or cancel reservations as requested by the guests; verifies registration information, secures a credit card for incidental expenses and authorises credit card for room charges.
• Assists the Front Office Manager / Supervisor or AGM in ensuring that the Lost and Found is utilised in Property Management System and disposal processes are adhered to according to brand standards.
• 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; may assist in maintaining and stocking adequate supply levels.
• Ensures all wake‑up calls are handled promptly and properly.
• Types any miscellaneous memos or correspondence required in the course of performing assigned duties.
• Exc…