GUEST SERVICE REPRESENTATIVE I
: Job Details :

Job Description - GUEST SERVICE REPRESENTATIVE I (240003BE)Job Number:240003BEPrimary LocationOrganizationNS Great LakesPay Range: $16.80 + DOEJob Summary: Serves as first point of contact with guests at a Navy Gateway Inn and Suites and or Navy Lodge property, handling all stages of guests' stay, accommodating special requests, 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:Must possess a welcoming manner and positive attitude, demonstrate effective communication skills, and professionally interact with guests, answering questions concerning lodging facilities, amenities, and providing information about local attractions.Assists guests with all requests in person or via telephone, including but not limited to making, confirming, and cancelling room reservations, collecting payments, and presenting lodging receipts.Greets and welcomes guests upon sight, always maintaining outstanding guest relations.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.Assists Front Office Manager, Supervisor, or Assistant General Manager (AGM) in handling group reservations.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 resolves complaints, including adjusting room fees and check-in/check-out times.Registers and assigns rooms to guests, issuing room keys or cards, and keeps records of occupied rooms and guest accounts.Operates a multi-line telephone system and answers inquiries pertaining to services, base facilities, area attractions, and travel directions.Responsible for inventory of all keys and supplies maintained at the front desk.Trains and instructs personnel assigned to the Front Desk.Utilizes the Property Management System (PMS) to access guest information and manage reservations.Logs trouble calls in the PMS and ensures appropriate department notifications.May assist in maintaining and stocking adequate supply levels in the convenience store.Ensures all wake-up calls are handled promptly and properly.Completes all computer-generated reports as assigned.May be responsible for the set-up and breakdown of the complimentary self-service breakfast bar.May assist in laundry facility and deliver supplies to guests.May be required to possess a valid state driver's license to travel to other lodging facilities.Will be required to work all shifts, including weekends and holidays as scheduled.May be called upon to maintain operations during emergencies.May be required to obtain NEXCOM Hospitality Group (NHG) front desk certification within 6 months of employment.Minimum Requirements: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