NAVY EXCHANGE SERVICE COMMAND (NEXCOM)
Guest Services Representative Flex
NAVY EXCHANGE SERVICE COMMAND (NEXCOM), Marysville, Washington, United States, 98271
Come work for the Navy Exchange ...where you can have a service career with a purpose! We are a world-class retailer serving the best customers in the world: active duty, retired military and their families.
If you like variety, are detail-oriented, and want to improve the safety and well-being of our service members and their families, this could be the job for you!!
No Military Affiliation Is Required.
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. Duties And Responsibilities:
Maintain 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. Assist guests with all requests in person or via telephone, including 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. Greet and welcome guests upon sight, always maintaining outstanding guest relations. Communicate with all lodging associates and chain of command concerning operations, guest issues, or situations that require immediate attention. Apply knowledge of standard operating procedures, processes, and rules governing patron eligibility. Receive requests and process reservations within established guidelines. When rooms are not available, provide a certificate of non-availability (CNA) and/or alternative lodging options in the area. Assist Front Office Manager, Supervisor, or Assistant General Manager (AGM) in handling group reservations, utilizing commitment agreement for all group per brand standards. Reconcile shift transactions of all accounts and outlets of the property, ensuring complete balancing while maintaining guest service at all times. Interact with guests and receive and resolve guests complaints, including but not limited to adjusting room fees, adjusting check-in check-out times consistent with program policy, and refer unusual issues to immediate supervisor for assistance and/or resolution. Utilize judgment and understanding of policies and procedures to better assist guests. Register and assign 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. Operate a multi-line telephone system, record and deliver messages as required, and answer 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. Keep the front desk and lobby area clean and safe. Responsible for assigned master key. Properly log in and out using key log for record. Must report lost key to supervisor immediately for security reasons. Assist the Front Office Manager, Supervisor, or AGM to train and instruct personnel assigned to the Front Desk. Utilize the Property Management System (PMS) to access guest information, retrieve reservation information, and change or cancel reservations as requested by the guests. Verify registration information, secure a credit card for incidental expenses, and authorize credit card for room charges. Assist 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. Log trouble calls in the PMS and ensure the appropriate department is notified. Relocate guests to a different room when required. Operate POS to record sales from convenience store if applicable. May assist in maintaining and stocking adequate supply levels. Ensure all wake-up calls are handled promptly and properly. Type any miscellaneous memos, correspondence required in the course of performing assigned duties. Exchange and maintain rotating change fund and daily log of moneys received and deposited. Securely maintain 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. Verify accuracy of charges and make appropriate changes if errors occur. Complete all computer-generated reports as assigned and notate any account discrepancies for action by management. Prepare 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. Ensure 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 guests. May be required to possess a valid state driver's license to travel to other lodging facilities as needed within the normal scope of duties. Will be required to work all shifts, including weekends and holidays as scheduled. May be called upon to maintain operations during inclement weather and other emergencies for short period of time during the absence of supervisor, GM, or AGM. May be required to obtain NEXCOM Hospitality Group (NHG) front desk certification within 6 months of employment as well as any other requirements. Perform other duties as assigned. Requirements:
One (1) year of general office clerical experience that demonstrated the ability to perform clerical duties satisfactorily. One (1) year progressively responsible experience related to the position to be filled. OR substitution of education for experience: Study completed in a college, university, or junior college above the high school level may be substituted on the basis of one-half academic year of study for 6 months of experience.
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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:
Maintain 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. Assist guests with all requests in person or via telephone, including 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. Greet and welcome guests upon sight, always maintaining outstanding guest relations. Communicate with all lodging associates and chain of command concerning operations, guest issues, or situations that require immediate attention. Apply knowledge of standard operating procedures, processes, and rules governing patron eligibility. Receive requests and process reservations within established guidelines. When rooms are not available, provide a certificate of non-availability (CNA) and/or alternative lodging options in the area. Assist Front Office Manager, Supervisor, or Assistant General Manager (AGM) in handling group reservations, utilizing commitment agreement for all group per brand standards. Reconcile shift transactions of all accounts and outlets of the property, ensuring complete balancing while maintaining guest service at all times. Interact with guests and receive and resolve guests complaints, including but not limited to adjusting room fees, adjusting check-in check-out times consistent with program policy, and refer unusual issues to immediate supervisor for assistance and/or resolution. Utilize judgment and understanding of policies and procedures to better assist guests. Register and assign 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. Operate a multi-line telephone system, record and deliver messages as required, and answer 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. Keep the front desk and lobby area clean and safe. Responsible for assigned master key. Properly log in and out using key log for record. Must report lost key to supervisor immediately for security reasons. Assist the Front Office Manager, Supervisor, or AGM to train and instruct personnel assigned to the Front Desk. Utilize the Property Management System (PMS) to access guest information, retrieve reservation information, and change or cancel reservations as requested by the guests. Verify registration information, secure a credit card for incidental expenses, and authorize credit card for room charges. Assist 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. Log trouble calls in the PMS and ensure the appropriate department is notified. Relocate guests to a different room when required. Operate POS to record sales from convenience store if applicable. May assist in maintaining and stocking adequate supply levels. Ensure all wake-up calls are handled promptly and properly. Type any miscellaneous memos, correspondence required in the course of performing assigned duties. Exchange and maintain rotating change fund and daily log of moneys received and deposited. Securely maintain 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. Verify accuracy of charges and make appropriate changes if errors occur. Complete all computer-generated reports as assigned and notate any account discrepancies for action by management. Prepare 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. Ensure 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 guests. May be required to possess a valid state driver's license to travel to other lodging facilities as needed within the normal scope of duties. Will be required to work all shifts, including weekends and holidays as scheduled. May be called upon to maintain operations during inclement weather and other emergencies for short period of time during the absence of supervisor, GM, or AGM. May be required to obtain NEXCOM Hospitality Group (NHG) front desk certification within 6 months of employment as well as any other requirements. Perform other duties as assigned. Requirements:
One (1) year of general office clerical experience that demonstrated the ability to perform clerical duties satisfactorily. One (1) year progressively responsible experience related to the position to be filled. OR substitution of education for experience: Study completed in a college, university, or junior college above the high school level may be substituted on the basis of one-half academic year of study for 6 months of experience.
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