(NHG LITTLE CREEK) - GUEST SERVICE REPRESENTATIVE II

Navy Exchange Service Command; Virginia Beach (VA); Presencial; USD 19 000 - 26 000; Tempo integral

Resumo da oferta

Navy Exchange Service Command (NEXCOM) seeks a Guest Service Representative II at NHG Little Creek to be the first point of contact for guests, manage front desk operations, and ensure lobby appearance and safety.

The role includes processing check-ins/outs, using the PMS to handle reservations, handling payments, and supporting overnight shifts. Candidates should have one year of general office experience and one year of related specialized experience.

Qualificações

• One year general office/clerical experience.
• One year progressively responsible experience related to the position.
• Substitution of education for experience allowed per policy.

Responsabilidades

• Provides courteous and professional guest service, welcomes guests, answers inquiries and provides information on lodging accommodations, amenities, base facilities and local attractions.
• Processes guest check-ins/check-outs, verifies patron eligibility, assigns rooms, issues keys, manages reservations, collects payments and provides receipts.
• Utilizes the PMS to create, modify, confirm, and cancel reservations, maintains guest records and accounts; issues CNA and provides alternative lodging options.
• Completes overnight training and provides coverage for call-outs, absences and scheduling gaps; performs assigned overnight duties reconciliations and reports.
• Resolves routine guest complaints, adjusts room charges or check-in/check-out times within guidelines and refers complex issues to management.
• Operates multi-line telephones, answers inquiries, delivers messages, handles wake-up calls and prepares routine correspondence.
• Communicates guest concerns, operational issues, and emergencies to appropriate personnel; logs maintenance requests in PMS and arranges room relocations.
• Processes credit card transactions, maintains change funds, reconciles shift transactions and guest accounts and prepares Close Bank Reports.
• Performs end-of-day reconciliations, identifies account discrepancies and makes corrections or refers unresolved issues to management.
• Generates and reviews PMS reports including arrivals/departures, occupancy and night audit reports; verifies charges and completes financial reports.
• Maintains guest security, front desk inventory supplies and assigned keys; follows master key procedures safeguarding guest records.
• May travel between lodging facilities and possess a valid state driver’s license.

Ferramentas

PMS

Descrição da oferta de emprego

Job Description - (NHG LITTLE CREEK) - GUEST SERVICE REPRESENTATIVE II (260003Q7)

Job Description

Job Number:

260003Q7

Primary Location

Other Locations

Organization

NGIS Little Creek Pay Range : $16.75

Job Summary: Serves as first point of contact with guests at a NEXCOM Hospitality Group 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/privacy of all guests. Overnight shifts are regularly scheduled.

Duties and Responsibilities: Provides courteous and professional guest service, welcomes guests, answers inquiries and provides information on lodging accommodations, amenities, base facilities and local attractions.

• Processes guest check-ins/check-outs, verifies patron eligibility, assigns rooms, issues keys, manages reservations, collects payments and provides receipts.
• Utilizes the Property Management System (PMS) to create, modify, confirm, and cancel reservations, maintains guest records and accounts. Issues Certificates of Non-Availability (CNA) and provides alternative lodging options.
• Completes mandatory overnight training and provides coverage for call-outs, absences and scheduling gaps. Performs assigned overnight duties reconciliations and reports.
• Resolves routine guest complaints, adjusts room charges or check-in/check-out times within established guidelines and refers complex issues to management.
• Operates multi-line telephones, answers inquiries, delivers messages, handles wake-up calls and prepares routine correspondence.
• Communicates guest concerns, operational issues, and emergencies to appropriate personnel. Logs maintenance requests in PMS and arranges room relocations as needed.
• Processes credit card transactions, maintains change funds, reconciles shift transactions and guest accounts and prepares Close Bank Reports and deposit records.
• Performs end-of-day reconciliations, identifies account discrepancies and makes corrections or refers unresolved issues to management.
• Generates and reviews PMS reports including: arrivals/departures, occupancy and night audit reports. Verifies charges and completes required financial and operational reports.
• Maintains guest security, front desk inventory supplies and assigned keys. Follows master key procedures safeguards guest records and safety deposit boxes if applicable and maintains clean safe work areas.
• May retrieve Lost and Found items and contact guests regarding recovered property in accordance with established procedures.
• Operates point-of-sale (POS) systems for convenience store purchases if applicable and assists with stocking and inventory.
• May assist with preparing, displaying, replenishing and cleaning guest food and beverage service areas including breakfast and refreshments. Obtains required food handling certifications.
• May assist with laundry operations, guest supplies and other lodging support duties.
• May travel between lodging facilities and be required to possess a valid state drivers license.
• Works assigned shifts including: weekends and holidays and may maintain operations during emergencies, inclement weather or management absences.
• May be required to obtain NHG front desk certification within six months and complete other required training.
• Performs other duties as assigned

GENERAL EXPERIENCE One 1 year of general office clerical experience that demonstrated the ability to perform clerical duties satisfactorily.

SPECIALIZED EXPERIENCE One 1 year progressively responsible experience related to the position to be filled.

SUBSTITUTION OF EDUCATION FOR EXPERIENCE Study completed in a college, university, or junior college above the high school level may be substituted on the basis of one-half academic year of study for 6 months of experience.