NAVY LODGE NORFOLK) GUEST SERVICES REPRESENTATIVE

This job is no longer active. View similar jobs.

POST DATE 12/7/2019
END DATE 12/23/2019

Navy Exchange Service Command Norfolk, VA

Location
Norfolk, VA
AJE Ref #
585756797
Job Classification
Full Time
Job Type
Regular
Company Ref #
24711834
Experience
Entry Level (0 - 2 years)
Education
High School Diploma or GED

JOB DESCRIPTION

NAVY LODGE NORFOLK) GUEST SERVICES REPRESENTATIVE

United States-Virginia-Norfolk

Job Summary:

Responsible for the front desk operations, lobby appearance, guest

service, office operations, etc. Position will be required to work all

shifts including holidays as scheduled. Communicates with all Navy

Lodge personnel and chain of command concerning operations, guest

issues or situations that require immediate attention.

Duties and Responsibilities:

* Front Desk Operations - Assists guests in person or via telephonic

contact for all communication including, but not limited to, room

reservations and/or cancellations, payments, questions, check-in,

check-out process, collecting payments, authorized patron

verification, guest room assignments, credit card processing,

express check out requirements, etc.

* Reconciles daily transactions of all accounts and outlets of the

Navy Lodge ensuring complete balancing while maintaining guest

service at all times. Executes night audit functions.

* Applies knowledge of Navy Lodge standard operating procedures,

processes, and rules governing patron eligibility.

* Interacts with patrons and receives and resolves customer

complaints. Utilizes judgment and understanding of policies and

procedures to better assist patrons and resolve complaints and

issues to includes, but not limited to: upgrading patrons room

type, adjusting room fee, adjusting check-in and/or check-out

times consistent with Navy Lodge Policy; refers unusual issues to

immediate supervisor for assistance.

* Handles all stages of guest's stay, accommodating special request

as needed and resolving issues that may arise.

* Issues room keys, sorts incoming mail and messages and deposits

guest valuables in safety-deposit boxes.

* Operates telephone switchboard taking and delivering messages as

required and answers inquiries pertaining to Navy Lodge services,

base facilities, area attractions and travel directions.

* Responsible for lobby appearance including cleaning, mopping,

dusting, organization, presentation, etc. and all assigned work

areas.

* Responsible for assigned pass key, properly logs in and out using

Navy Lodge key log record. For security reasons must report lost

key immediately to Supervisor.

* Responsible for care and upkeep of Navy Lodge issued uniform

items, i.e. name tags, shoes, jackets etc. and assigned work

equipment i.e. radios, power/hand tools, etc.

* Greets and welcomes guests (upon sight or within 10 feet) while

performing outstanding guest relations.

* Utilizes a computerized Property Management System (PMS) and

takes inquiries and reservations from authorized patrons. Provides

information regarding facilities, location and surrounding area

and produces reports. Input statistical data and reviews same for

accuracy. Data is used in developing appropriate guest history and

operational reports

* Operate POS to record sales from convenience store. May assist in

maintaining and stocking adequate supply levels

* Reconciles daily transactions of all accounts, ensuring complete

balance accuracy while maintaining customer services at all times.

* Ensures all wake up calls are handled promptly and properly.

Types any miscellaneous memos/correspondences required in the

course of performing job duties/responsibilities.

* Complete bank deposits, mail pick up mail, collect money bags,

and other required services.

* Exchange, maintain rotating change fund and daily log of moneys

received and deposited. Maintains all records and access to Guest

Safety Deposit Boxes.

* Responsible for the set-up and breakdown/clean-up of the

complimentary \\"self-service\\" breakfast bar and other events in the

lobby area. Ensures surrounding area is returned to its original

state and free of all left-over food by the end of designated

breakfast hour.

* May be required to assist with set-up and breakdown of chairs and

tables used during special functions, and clean immediate and

surrounding area upon the conclusion of the event.

* Required to assist in laundry facility and issue/ deliver guests

supplies to guests.

* Maintains a clean and safe environment.

* Required to obtain certain certifications as necessary in

connection with performing job duties.

* Performs other related 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.

Flexible (0 - 19.5 hours