Guest Service Representative Ii

Overview

GUEST SERVICE REPRESENTATIVE II (260000DX) – United States-Mississippi-Gulfport. 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.

• Possess a welcoming manner and positive attitude; demonstrate effective communication; interact professionally with guests, answering questions concerning lodging facilities and amenities, and provide information about local attractions.
• Assist guests with all requests in person or via telephone, including making, confirming, and/or cancelling room reservations; collect payments; present lodging receipts; manage check-in/check-out; perform authorized patron verification; assign guest rooms; handle credit card processing, etc.
• Greet and welcome guests upon sight, maintaining outstanding guest relations.
• Complete mandatory training for overnight shift; fill in schedule gaps due to call-outs, no-shows, vacations, etc.; complete all work duties and reports for the shift.
• Communicate with lodging associates and chain of command regarding operations, guest issues, or situations requiring immediate attention.
• Apply knowledge of standard operating procedures and rules governing patron eligibility; receive requests and process reservations within established guidelines; provide alternative lodging options if rooms are not available.
• Reconcile shift transactions across property accounts/outlets while maintaining guest service.
• Receive and resolve guest complaints, including adjusting room fees or check-in/check-out times per program policy; refer unusual issues to supervisor for assistance or resolution.
• Register and assign rooms, issue room keys/cards, transmit/receive messages, maintain records of occupied rooms and guest accounts, make reservations, present statements and collect payments as needed.
• Operate a multi-line telephone system; answer inquiries about services, facilities, area attractions and directions.
• Manage inventory of keys and supplies; keep front desk and lobby area clean and safe.
• Manage master key; log key usage; report lost keys to supervisor for security purposes.
• Utilize Property Management System (PMS) to access guest information, modify reservations, verify registration information, secure a credit card for incidental expenses, and authorize room charges.
• May retrieve Lost and Found items and contact guests regarding items.
• Log trouble calls in PMS and notify appropriate department; relocate guests as needed.
• Operate POS for sales from convenience store if applicable; assist in stocking supplies.
• Ensure wake-up calls are handled promptly; prepare miscellaneous memos as required.
• Maintain guest security at all times; manage rotating change fund and daily cash log; secure safety deposit boxes as applicable.
• Generate and print PMS reports (e.g., Expected Arrivals, Departure List, In-House Guest List, Night Audit) and other occupancy reports; verify charges and correct errors.
• Complete computer-generated reports and address account discrepancies for management action; prepare Close Bank Report and end-of-shift reconciliations.
• May set up and break down the complimentary self-service breakfast bar; assist with breakfast items and ensure the area is returned to its original state; obtain proper food handling certifications as applicable.
• May assist in laundry facility and issue delivery supplies to guests.
• May possess a valid state driver’s license to travel to other lodging facilities as needed within the normal scope of duties.
• Work all shifts, including weekends and holidays as scheduled; respond to operations during inclement weather or emergencies for short periods in the supervisor/GM/AGM absence.
• May be required to obtain NHG front desk certification within 6 months of employment, and meet any other requirements.
• Perform other duties as assigned.

GENERAL

EXPERIENCE:

One 1 year of general office clerical experience that demonstrates the ability to perform clerical duties satisfactorily. AND SPECIALIZED

EXPERIENCE:

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.