Nhg Little Creek; Guest Service Representative Ii

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 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.

• 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, 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, 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/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 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/correspondence required in the course of 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…