Overnight Front Desk & Reservations Specialist

Navy Exchange Service Command; Virginia Beach (VA); Sur place; USD 21 000 - 28 000; Plein temps

Résumé du poste

Navy Exchange Service Command (NEXCOM) Little Creek is seeking a Guest Service Representative II to serve as the first point of contact for guests at a NHG property. You will handle all stages of guest stays, accommodate special requests, and resolve issues while maintaining lobby appearance and front desk operations.

The role includes processing check-ins/check-outs, using the PMS to manage reservations, handling payments, and ensuring the security and privacy of guests.

Qualifications

• One 1 year of general office clerical experience that demonstrated the ability to perform clerical duties satisfactorily.
• One 1 year progressively responsible experience related to the position to be filled.
• 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.

Responsabilités

• 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

Description du poste

Navy Exchange Service Command (NEXCOM) Little Creek is seeking a Guest Service Representative II to serve as the first point of contact for guests at a NHG property. You will handle all stages of guest stays, accommodate special requests, and resolve issues while maintaining lobby appearance and front desk operations.

The role includes processing check-ins/check-outs, using the PMS to manage reservations, handling payments, and ensuring the security and privacy of guests.