Night Shift Guest Service Representative Ii North Navy Lodge

Job Description - NIGHT SHIFT GUEST SERVICE REPRESENTATIVE II - FULL TIME + BENEFITS - NORTH ISLAND NAVY LODGE (260000DN)

NIGHT SHIFT GUEST SERVICE REPRESENTATIVE II - FULL TIME + BENEFITS - NORTH ISLAND NAVY LODGE

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.

• Must possess a welcoming manner and positive attitude; demonstrate effective communication skills; interact professionally with guests; answer questions concerning lodging facilities, amenities and provide information about local attractions.
• Assist 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.
• Greet and welcome guests upon sight, always maintaining outstanding guest relations.
• Complete all mandatory training designated for overnight shift and fill in schedule gaps due to call-outs, no-shows, vacations, etc. for the overnight shift schedule. Complete all work duties and reports assigned to the shift as required.
• Communicate with lodging associates and chain of command concerning operations, guest issues or situations that require immediate attention.
• Apply knowledge of standard operating procedures, processes and rules governing patron eligibility. Receive requests and process reservations within established guidelines. When rooms are not available, provide a certificate of non-availability (CNA) and/or alternative lodging options in the area.
• Reconcile shift transactions of all accounts and outlets of the property, ensuring complete balancing while maintaining guest service at all times.
• Interact with guests to receive and resolve complaints, including adjusting room fees, adjusting check-in/check-out times, consistent with program policy; refer unusual issues to immediate supervisor for assistance and/or resolution.
• Register and assign rooms to guests, issue room keys or cards, transmit and receive messages, keep records of occupied rooms and guest accounts, make and confirm reservations, present statements and collect payments as necessary.
• Operate a multi-line telephone system, record and deliver messages as required, and answer inquiries pertaining to services, base facilities, area attractions and travel directions.
• Be responsible for inventory of all keys and other supplies and/or amenities maintained at the front desk; keep the front desk and lobby area clean and safe.
• Responsible for assigned master key; properly logs in and out using key log for record; report lost key to supervisor immediately for security reasons.
• Utilize the Property Management System (PMS) to access guest information, retrieve reservation information and change or cancel reservations as requested by the guests; verify registration information, secure a credit card for incidental expenses and authorize credit card for room charges.
• May be required to retrieve Lost and Found items and contact guests regarding lost or found items.
• Log trouble calls in the PMS and ensure the appropriate department is notified. Relocate guests to a different room when required.
• Operate POS to record sales from convenience store if applicable; assist in maintaining and stocking adequate supply levels.
• Ensure all wake up calls are handled promptly and properly; type any miscellaneous memos or correspondence required in the course of performing assigned duties.
• Ensure the security of all guests is maintained at all times.
• Exchange and maintain rotating change fund and daily log of moneys received and deposited; securely maintain all records and access to guest safety deposit boxes as applicable.
• May be required to generate and print various reports from the PMS…