Navy Gateway Inns %Suites - Norfolk Guest Service Representative

Job Summary

Serves as the 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.

• Must possess a welcoming manner and positive attitude, demonstrate effective communication skills, professionally interact with guests, answer guest questions concerning lodging facilities, amenities, and provide information about local attractions.
• Assists guests with all requests in person or via telephone, including but not limited to 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, 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. When rooms are not available, provides a certificate of non‑availability (CNA) and/or alternative lodging options in the area.
• Assists Front Office Manager, Supervisor, or Assistant General Manager (AGM) in handling group reservations; utilizes commitment agreement for all group per brand standards.
• 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 receives and resolves guests' complaints, including but not limited to adjusting room fees, adjusting check‑in/check‑out times consistent with program policy, and referring unusual issues to immediate supervisor for assistance and/or resolution. Utilizes judgment and understanding of policies and procedures to better assist guests.
• Registers and assigns rooms to guests, issuing room keys or cards, transmitting and receiving messages, and keeping records of occupied rooms and guest accounts; makes and confirms reservations, presenting statements and collecting payments as necessary.
• Operates a multi‑line telephone system, records and delivers messages as required, and answers 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. Keeps the front desk and lobby area clean and safe.
• Responsible for assigned master key. Properly logs in and out using key log for record. Must report lost key to supervisor immediately for security reasons.
• Assists the Front Office Manager, Supervisor, or AGM to train and instruct personnel assigned to the Front Desk.
• Utilizes the Property Management System (PMS) to access guest information, retrieve reservation information, and change or cancel reservations as requested by the guests. Verifies registration information, secures a credit card for incidental expenses, and authorizes credit card for room charges.
• Assists 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.
• Operates POS to record sales from convenience store if applicable. May assist in maintaining and stocking adequate supply levels.
• Ensures all wake‑up calls are handled promptly and properly. Types any miscellaneous memos correspondence required in the course of performing assigned duties.
• Exchanges and maintains rotating change fund and daily log of moneys received and deposited; securely maintains 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…