Guest Service Representative Ii — Navy Gateway Inn & Suites Lake, Part Time

Job Description - GUEST SERVICE REPRESENTATIVE II — NAVY GATEWAY INN & SUITES CHINA LAKE, PART TIME (20-34.5 HOURS) )

Job Description

United States-California-China Lake

NGIS CHINA LAKE Pay Range : $20.28

Come work for us as a FEDERAL EMPLOYEE and help support our mission by providing customers with quality goods and services at a savings and to support quality of life programs for active-duty military, retirees, reservists and their families.

By choosing to work for the NEXCOM Enterprise, you will enjoy one of the best benefit packages available anywhere:

• PAID ANNUAL AND SICK LEAVE
• MEDICAL/DENTAL INSURANCE
• FLEXIBLE SPENDING ACCOUNT
• PENSION PLAN
• 401K SAVINGS PLAN - UP TO 3% MATCH
• SHORT TERM DISABILITY /LONG TERM DISABILITY
• LIFE INSURANCE
• TAX FREE SHOPPING PRIVILEDGES
• FREE BUS PASSES/FREE PARKING
• DISCOUNTED TICKETS AT MWR
• ACCESS TO NAVY LODGE HOTELS WORLDWIDE

Job Summary

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 a guest's 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.

Performs one or a combination of the following

• Must possess a welcoming manner and positive attitude, demonstrate effective communication skills, interact professionally with guests answering questions concerning lodging facilities and amenities, and provide 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.
• Required to complete all mandatory training designated for overnight shift, and is designated to fill in schedule gaps due to call-outs, no-shows, vacations, etc., for the overnight shift schedule. Completes all work duties and reports assigned to the shift as required.
• 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.
• 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 guest complaints, including but not limited to adjusting room fees and 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; keeps records of occupied rooms and guest accounts; makes and confirms 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.
• 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 authorizes credit card for room charges.
• May be required to 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…