GUEST SERVICE REPRESENTATIVE II (PART TIME)

Navy Exchange; Washington (District of Columbia); On-site; USD 35,000 - 45,000; Full time

Job summary

Join a leading company providing essential support and services to military personnel. As a front desk associate, you'll be the first point of contact for guests, ensuring a welcoming atmosphere and efficient service. Responsibilities include managing reservations, guest inquiries, and maintaining lobby standards. Enjoy competitive benefits starting from day one, including healthcare, 401(k), and tuition reimbursement.

Benefits

Healthcare

Dental

Vision

401(k)

Pension

Paid Time Off

Tuition Reimbursement

Qualifications

• One year of general office clerical experience.
• One year of progressively responsible experience related to the position.

Responsibilities

• Handle all stages of guests' stay, accommodating special requests.
• Assist guests with requests, including reservations and payments.
• Maintain front desk operations and lobby appearance.

Skills

Communication

Customer Service

Education

High School Diploma

Job description

Job Summary:

Serves as the first point of contact with guests at a Navy Gateway Inn and Suites and/or Navy Lodge property. 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 ensuring the safety, security, and privacy of all guests. Overnight shifts are regularly scheduled.

Duties and Responsibilities:

1. Must possess a welcoming manner and positive attitude. Demonstrate effective communication skills. Interact professionally with guests, answering questions concerning lodging facilities, amenities, and providing information about local attractions.
2. Assist guests with all requests in person or via telephone, including making, confirming, or canceling room reservations, collecting payments, presenting lodging receipts, check-in/check-out processes, authorized patron verification, guest room assignments, and credit card processing.
3. Greet and welcome guests upon sight, always maintaining outstanding guest relations.
4. Complete all mandatory training designated for overnight shifts. 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.
5. Communicate with lodging associates and chain of command concerning operations, guest issues, or situations requiring immediate attention.
6. Apply knowledge of standard operating procedures, processes, and rules governing patron eligibility. Receive requests and process reservations within established guidelines. When rooms are unavailable, provide a certificate of non-availability (CNA) and/or alternative lodging options in the area.
7. Reconcile shift transactions of all accounts and outlets, ensuring complete balancing while maintaining guest service at all times.
8. Interact with guests to resolve complaints, including adjusting room fees, check-in/check-out times, and referring unusual issues to the supervisor for assistance or resolution. Use judgment and understanding of policies to better assist guests.
9. Register and assign rooms, 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.
10. Operate a multi-line telephone system, record and deliver messages, and answer inquiries about services, facilities, attractions, and directions.
11. Maintain inventory of keys, supplies, and amenities at the front desk. Keep the front desk and lobby area clean and safe.
12. Manage the master key, log in/out using the key log, and report lost keys immediately for security reasons.
13. Use the Property Management System (PMS) to access guest information, retrieve, change, or cancel reservations, verify registration info, secure credit cards for incidental expenses, and authorize charges.
14. Retrieve Lost and Found items and contact guests regarding them if needed.
15. Log trouble calls in PMS, notify the appropriate department, and relocate guests if required.
16. Operate POS to record sales from the convenience store if applicable, and assist in maintaining stock levels.
17. Ensure all wake-up calls are handled promptly. Type memos and correspondence as needed.
18. Maintain security of all guests at all times.
19. Manage the change fund, deposit daily, and secure records and access to guest safety deposit boxes as applicable.
20. Generate and print reports from PMS, verify charges, and correct errors.
21. Complete all computer-generated reports, note discrepancies, and prepare shift close bank reports and reconciliations.
22. Assist with breakfast setup, replenishment, and cleanup, ensuring the area is returned to its original state. Obtain food handling certifications as applicable.
23. Assist with laundry and supply delivery to guests if required.
24. Possess a valid state driver’s license to travel between facilities if needed.
25. Work all shifts, including weekends and holidays, as scheduled.
26. Maintain operations during inclement weather or emergencies in the absence of supervisors.
27. Obtain NHG front desk certification within 6 months and meet other requirements as assigned.

Minimum Experience and Education:

One year of general office clerical experience demonstrating satisfactory clerical duties. One year of progressively responsible experience related to the position. Alternatively, college study above high school level can substitute for experience on a 6 months to 1/2 academic year basis.

Why the Navy Exchange Service Command?

We serve the men and women who wear the flag, providing essential support and services. Join us for a dynamic, competitive environment with benefits that start DAY ONE, including federal salary, healthcare, dental, vision, 401(k), pension, paid time off, tuition reimbursement, and more. Build a mission-driven life with us. Heroes Welcome