Guest Services Lead – Front Desk & Overnight Ops

Navy Exchange Service Command; Norfolk (VA); On-site; USD 23,000 - 29,000; Full time

Job summary

Navy Exchange Service Command in Norfolk oversees lodging operations for Navy Gateway Inn and Suites and Navy Lodge. The front desk clerk serves as the first point of contact for guests, manages reservations, collects payments, and handles check-in/check-out while ensuring lobby appearance and guest safety.

The role requires overnight shift coverage, completion of mandatory training, and coordination with lodging staff to resolve issues and balance accounts using the PMS system.

Qualifications

• One year of general office clerical experience.
• One year progressively responsible experience related to the position.
• Study completed in a college/university above high school level may substitute for six months of experience (one-half academic year per six months).

Responsibilities

• Assists guests with reservations, payments, and check-in/check-out.
• Greets guests and maintains outstanding guest relations.
• Completes mandatory overnight shift training and covers gaps due to call-outs or vacations.
• Communicates with lodging staff regarding operations and guest issues.
• Uses the Property Management System (PMS) to access guest information and manage reservations.
• Reconciles shift transactions and balances accounts while maintaining guest service.
• Registers rooms, issues keys, and processes charges and confirmations.
• Operates a multi-line phone system and answers inquiries about services and travel directions.
• Maintains front desk inventory, keeps lobby clean, and secures safety of guest belongings.
• May assist with breakfast service setup and related duties.

Job description

Navy Exchange Service Command in Norfolk oversees lodging operations for Navy Gateway Inn and Suites and Navy Lodge. The front desk clerk serves as the first point of contact for guests, manages reservations, collects payments, and handles check-in/check-out while ensuring lobby appearance and guest safety.

The role requires overnight shift coverage, completion of mandatory training, and coordination with lodging staff to resolve issues and balance accounts using the PMS system.