GUEST SERVICE SUPERVISOR - NEXCOM HOSPITALITY GROUP - NAVAL BASE SAN DIEGO, FULL TIME (35+ HOURS)

Navy Exchange; San Diego (CA); On-site; USD 26,000 - 37,000; Full time

Benefits offered by this job

PAID ANNUAL AND SICK LEAVE

MEDICAL/DENTAL INSURANCE

FLEXIBLE SPENDING ACCOUNT

PENSION PLAN

401K SAVINGS PLAN - UP TO 3% MATCH

SHORT TERM DISABILITY /LONG TERM DISAB

LIFE INSURANCE

TAX FREE SHOPPING PRIVILEDGES

FREE BUS PASSES/FREE PARKING

DISCOUNTED TICKETS AT MWR

ACCESS TO NAVY LODGE HOTELS WORLDWIDE

Job summary

Navy Exchange in San Diego is seeking a Supervisory Front Desk professional to oversee daily NHG operations, guest services, and lobby appearance. The role requires coordinating with management and staff to ensure smooth front-of-house service and accurate guest accommodations.

You will utilize the Property Management System and POS to manage reservations, payments, and reporting while training and supervising staff, scheduling, and ensuring compliance with SOPs.

Qualifications

• GENERAL EXPERIENCE: 2 years of experience in administrative, professional, investigative or other responsible work which enabled the applicant to gain a general knowledge of business practices and administrative processes, skill in dealing with others in person-to-person work relationships and the ability to exercise mature judgment.
• OR SUBSTITUTION OF EDUCATION FOR EXPERIENCE: 1 year of academic study above the high school level in hotel lodging/hospitality school may substitute for 6 months of general experience with related coursework.
• AND SPECIALIZED EXPERIENCE: One year of responsible experience in administrative supervisory professional or technical work demonstrating knowledge of Navy Lodge front of house operations or similar guest services.

Responsibilities

• Responsible for NHG front desk operations to include lobby appearance and guest service; work all shifts including holidays as scheduled.
• Communicates with NHG personnel and chain of command concerning operations and guest issues requiring escalation.
• Trains associates on NHG systems and SOPs; monitors training and productivity; prepares schedules and payroll data.
• Issues room keys, handles mail and valuables, and manages uniforms and nametags.
• Operates a multi-line telephone system and POS; provides travel directions and guest assistance.
• Uses PMS to generate reports and input data; reconciles daily transactions and assists with end-of-month reporting.
• Acts as Manager on Duty as needed; participates in hiring and performance evaluations.
• Supports event setup, breakfast service, and function logistics as required.
• Ensures compliance with OSHA and safety regulations; maintains a clean, safe guest area.
• Monitors budgets and expenses; secures guest room keys and maintains key logs.
• Performs other related duties as assigned; may cover weekend/holiday shifts.

Job description

Job Description

Job Number

260003YL

Organization

NGIS SAN DIEGO Pay Range : $23.05 DEPENDING ON EXPERIENCE

Come work for us as a FEDERAL EMPLOYEE and help support our mission by providing customers with quality goods and services at a savings and to support quality of life programs for active-duty military, retirees, reservists and their families.

By choosing to work for the NEXCOM Enterprise, you will enjoy one of the best benefit packages available anywhere:

• PAID ANNUAL AND SICK LEAVE
• MEDICAL/DENTAL INSURANCE
• FLEXIBLE SPENDING ACCOUNT
• PENSION PLAN
• 401K SAVINGS PLAN - UP TO 3% MATCH
• SHORT TERM DISABILITY /LONG TERM DISABILITY
• LIFE INSURANCE
• TAX FREE SHOPPING PRIVILEDGES
• FREE BUS PASSES/FREE PARKING
• DISCOUNTED TICKETS AT MWR
• ACCESS TO NAVY LODGE HOTELS WORLDWIDE

Job Summary Grade: Supervises subordinate NEXCOM Hospitality Group (NHG) staff responsible for daily operations of the front desk. Keeps appropriate management in chain of command abreast of situations that exceed the span of authority necessary to implement correction actions.

Duties and Responsibilities

• Responsible for NHG front desk operations to include lobby appearance, guest service, office operations, etc. Required to work all shifts including holidays as scheduled. Communicates with all NHG personnel and chain of command concerning operations, guest issues or situations that exceed span of authority and require elevation to immediate supervisor.
• Utilizes various modes of communication to assist guests in person, via telephone, email, etc. to secure room reservations and/or cancellations, payments, inquiries, check-in check-out, authorizing patron verification guest room assignments, credit card processing, express check-out, etc.
• Trains associates on NHG systems, standards, operating procedures, SOPs etc. Monitors and ensures staff completes all required annual training within designated timeframe. Completes work schedules and assigns work checks, quality of work performed, monitors productivity and motivates staff to improve performance and encourages further development.
• Approves/disapproves leave requests, documents attendance and utilizes payroll system to enter schedules, annotate leave and provide General Manager with daily payroll expense report(s).
• Issues room keys, sorts incoming mail, and messages and deposits guest valuables in safety-deposit boxes as requested. Controls inventory/quantity of associates’ uniforms, ensuring that approved uniforms and name badges are worn and maintained in proper condition.
• 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.
• Utilizes computerized Property Management System (PMS) to generate reports, input statistical data and reviews, and monitors same for accuracy. - Operates Point of Sale (POS) to record sales from convenience store if applicable or to enter daily sales transactions.
• Reconciles daily transactions of all accounts and outlets of the NHG property, ensuring complete reconciliation of balances while maintaining guest service at all times. Executes night audit functions, reviews audit packs and researches and where possible and applicable resolves discrepancies. Assists NHG management with end-of-month reporting. May be required to act as Government Purchase Card holder and maintain required records.
• Acts as Manager on Duty as assigned to maintain continuity in absence of General Manager.
• Must satisfy all training and requirements for position in conjunction with job duties.
• May be called upon to maintain operations during heavy weather and other emergencies.
• Participates in hiring front desk staff, evaluates and counsels staff, completes performance evaluations, approves leave requests and recommends performance awards.
• May be required to assist with the set-up and breakdown of the complimentary breakfast bar and other events in the lobby area. May be required to assist with set-up and breakdowns of chairs and tables used during special functions and clean immediate and surrounding areas upon conclusion of the event.
• Creates and submits purchase requisitions for NHG facility, supplies and guest amenities in accordance with established SOP. Maintains adequate supplies on hand in order to meet operational requirements. Monitors equipment and usage to ensure optimum performance. Makes trouble calls to appropriate departments/companies to have authorized repairs completed.
• Ensures operating procedures are in compliance with state and federal regulations with regard to OSHA and the NHG. Maintains a clean and safe environment for guests and associates.
• Reviews and has knowledge of departmental budgets. Monitors monthly expenses including payroll, supplies and amenities. Responsible for security of guests’ rooms and assigned pass key. Properly documents room keys issued and returned to the Key Log Control, and reports lost key(s) immediately to NHG General Manager.
• Performs other related duties as assigned.
• Subject to shifting schedule. Willingness to work on weekends and holidays required.

GENERAL EXPERIENCE: 2 years of experience in administrative, professional, investigative or other responsible work which enabled the applicant to gain a general knowledge of business practices and administrative processes, skill in dealing with others in person-to-person work relationships and the ability to exercise mature judgment.

OR SUBSTITUTION OF EDUCATION FOR EXPERIENCE: 1 year of academic study above the high school level successfully completed in a hotel lodging/hospitality school may be substituted at the rate of one-half academic year of study for 6 months of general experience provided such study included a minimum of 6 semester hours or the equivalent per year in subjects related to the specialized field.

AND SPECIALIZED EXPERIENCE: One year of responsible experience in administrative supervisory professional or technical work that demonstrated knowledge of Navy Lodge front of house operations or similar work which demonstrated knowledge and abilities within a guest services environment.