Navy Exchange
Job Description
GUEST SERVICE REPRESENTATIVE I (2600000M) Job Number
2600000M Primary Location
United States-Connecticut-Groton Organization
New London Pay Range : 19.61+ DOE 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. Responsibilities
Possesses a welcoming manner and positive attitude; demonstrates effective communication skills; professionally interacts with guests, answering questions concerning lodging facilities and amenities and provides information about local attractions. Assists 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. Greets and welcomes guests upon sight, maintaining outstanding guest relations. Communicates with all lodging associates and chain of command concerning operations, guest issues, or situations requiring immediate attention. Applies knowledge of standard operating procedures and rules governing patron eligibility; processes reservations within established guidelines; provides alternatives if rooms are unavailable. Assists Front Office Manager/Supervisor/AGM in handling group reservations per brand standards. Reconciles shift transactions of all accounts and outlets while maintaining guest service. Interacts with guests to receive and resolve complaints, possibly adjusting room fees or check-in/check-out times per policy; refers unusual issues to supervisor. Registers and assigns rooms, issues keys, transmits messages, and maintains records of occupied rooms and guest accounts; processes reservations and payments. Operates a multi-line telephone system; records and delivers messages and answers inquiries. Manages inventory of keys and supplies; maintains a clean and safe front desk and lobby area. Manages master keys; logs in/out as required; reports lost keys for security. Assists training of Front Desk staff; uses PMS to access guest information, retrieve reservations, and modify reservations as requested. Verifies registration information and secures a credit card for incidental expenses; authorizes room charges. Ensures Lost and Found is used according to brand standards and disposal processes. Logs trouble calls in the PMS and coordinates with appropriate departments; relocates guests if needed. Operates POS for convenience store sales; maintains stock levels as applicable. Ensures wake-up calls are handled promptly; creates memos and miscellaneous correspondence as required. Manages change funds and daily cash log; secures guest safety deposit boxes as applicable. May generate and print PMS reports (e.g., Expected Arrivals, Departure List, In-House Guest List, Night Audit) and other occupancy reports; verifies charges and corrects errors. Completes computer-generated reports and notes discrepancies for management action. Prepares Close Bank Report and receipts at shift end per procedures. May assist with breakfast service setup, display, and replenishment; maintains cleanliness and returns area to original state after breakfast hours; may obtain required food handling certifications. May assist in laundry facility and deliver supplies to guests. May possess a valid state drivers license to travel to other lodging facilities as needed. Work shifts including weekends and holidays as scheduled; may support operations during inclement weather or emergencies for a limited period. May be required to obtain NHG front desk certification within 6 months of employment and meet other requirements. Qualifications
General Experience:
One 1 year of general office clerical experience that demonstrated the ability to perform clerical duties satisfactorily. Specialized Experience:
One 1 year progressively responsible experience related to the position to be filled. 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. #J-18808-Ljbffr
GUEST SERVICE REPRESENTATIVE I (2600000M) Job Number
2600000M Primary Location
United States-Connecticut-Groton Organization
New London Pay Range : 19.61+ DOE 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. Responsibilities
Possesses a welcoming manner and positive attitude; demonstrates effective communication skills; professionally interacts with guests, answering questions concerning lodging facilities and amenities and provides information about local attractions. Assists 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. Greets and welcomes guests upon sight, maintaining outstanding guest relations. Communicates with all lodging associates and chain of command concerning operations, guest issues, or situations requiring immediate attention. Applies knowledge of standard operating procedures and rules governing patron eligibility; processes reservations within established guidelines; provides alternatives if rooms are unavailable. Assists Front Office Manager/Supervisor/AGM in handling group reservations per brand standards. Reconciles shift transactions of all accounts and outlets while maintaining guest service. Interacts with guests to receive and resolve complaints, possibly adjusting room fees or check-in/check-out times per policy; refers unusual issues to supervisor. Registers and assigns rooms, issues keys, transmits messages, and maintains records of occupied rooms and guest accounts; processes reservations and payments. Operates a multi-line telephone system; records and delivers messages and answers inquiries. Manages inventory of keys and supplies; maintains a clean and safe front desk and lobby area. Manages master keys; logs in/out as required; reports lost keys for security. Assists training of Front Desk staff; uses PMS to access guest information, retrieve reservations, and modify reservations as requested. Verifies registration information and secures a credit card for incidental expenses; authorizes room charges. Ensures Lost and Found is used according to brand standards and disposal processes. Logs trouble calls in the PMS and coordinates with appropriate departments; relocates guests if needed. Operates POS for convenience store sales; maintains stock levels as applicable. Ensures wake-up calls are handled promptly; creates memos and miscellaneous correspondence as required. Manages change funds and daily cash log; secures guest safety deposit boxes as applicable. May generate and print PMS reports (e.g., Expected Arrivals, Departure List, In-House Guest List, Night Audit) and other occupancy reports; verifies charges and corrects errors. Completes computer-generated reports and notes discrepancies for management action. Prepares Close Bank Report and receipts at shift end per procedures. May assist with breakfast service setup, display, and replenishment; maintains cleanliness and returns area to original state after breakfast hours; may obtain required food handling certifications. May assist in laundry facility and deliver supplies to guests. May possess a valid state drivers license to travel to other lodging facilities as needed. Work shifts including weekends and holidays as scheduled; may support operations during inclement weather or emergencies for a limited period. May be required to obtain NHG front desk certification within 6 months of employment and meet other requirements. Qualifications
General Experience:
One 1 year of general office clerical experience that demonstrated the ability to perform clerical duties satisfactorily. Specialized Experience:
One 1 year progressively responsible experience related to the position to be filled. 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. #J-18808-Ljbffr