Navy Lodge Norfolk) Guest Service Representative

Guest Service Representative I

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.

Duties and responsibilities include:

• Possessing a welcoming manner and positive attitude demonstrating effective communication skills professionally interacting with guests answering guest questions concerning lodging facilities amenities and providing information about local attractions
• Assisting 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.
• Greeting and welcoming guests upon sight always maintaining outstanding guest relations
• Communicating with all lodging associates and chain of command concerning operations guest issues or situations that require immediate attention
• Applying knowledge of standard operating procedures processes and rules governing patron eligibility
• Receiving requests and processing reservations within established guidelines
• When rooms are not available providing a certificate of non-availability CNA and or alternative lodging options in the area
• Assisting Front Office Manager Supervisor or Assistant General Manager AGM in handling group reservations utilizing commitment agreement for all group per brand standards
• Reconciling shift transactions of all accounts and outlets of the property ensuring complete balancing while maintaining guest service at all times
• Interacting with guests and receiving and resolving guests complaints including but not limited to adjusting room fees adjusting check-in check-out times consistent with program policy and referring unusual issues to immediate supervisor for assistance and or resolution
• Utilizing judgment and understanding of policies and procedures to better assist guests
• Registering and assigning 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
• Operating a multi-line telephone system recording and delivering messages as required and answering 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
• Keeping the front desk and lobby area clean and safe
• Assisting the Front Office Manager Supervisor or AGM to train and instruct personnel assigned to the Front Desk
• Utilizing the Property Management System PMS to access guest information retrieve reservation information and change or cancel reservations as requested by the guests
• Verifying registration information securing a credit card for incidental expenses and authorizing credit card for room charges
• Assisting the Front Office Manager Supervisor or AGM in ensuring that the Lost and Found is utilized in Property Management System and disposal processes are adhered to according to brand standards
• Logging trouble calls in the PMS and ensuring the appropriate department is notified
• Relocating guests to a different room when required
• Operating POS to record sales from convenience store if applicable. May assist in maintaining and stocking adequate supply levels
• Ensuring all wake up calls are handled promptly and properly
• Typing any miscellaneous memos correspondence required in the course of performing assigned duties
• Exchanging and maintaining rotating change fund and daily log of moneys received and deposited
• Securely maintaining all records and access to guest safety deposit boxes if applicable
• May be required to generate and print various reports from the PMS such as Expected Arrivals Departure List In-House Guest List and Night Audit reports as well as other daily monthly or annual occupancy reports
• Verifying accuracy of charges and making appropriate changes if errors occur
• Completing all computer generated reports as assigned and notating any account discrepancies for action by management
• Preparing Close Bank Report and receipts at the end of each shift in accordance with established procedures
• May be responsible for the set-up and breakdown clean-up of the complimentary self-service breakfast bar
• Assist with preparing heating displaying and replenishing breakfast items available to guests during breakfast hours
• Ensuring surrounding area is returned to its original state and free of all left-over food by the end of designated breakfast hour
• Required to obtain proper food handling certifications as applicable
• May be required to assist in laundry facility and issue deliver supplies to…