(YORKTOWN NAVY GATEWAY INNS & SUITES) GUEST SERVICE REPRESENTATIVE I - Virginia Staffing : Job Details

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 guest 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, and professionally interacting with guests.
• Assisting guests with all requests in person or via telephone, including making, confirming, and canceling room reservations, collecting payments, and presenting lodging receipts.
• Greeting and welcoming guests upon sight, 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.
• 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 guest complaints.
• 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.
• 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 Assistant General Manager 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 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.
• 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.
• Generating and printing 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.
• Assisting 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.
• Obtaining 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 drivers 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 a 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.
• Performs other duties as assigned.

Qualifications:

• General experience: One year of general office clerical experience that demonstrated the ability to perform clerical duties satisfactorily.
• Specialized experience: One 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.