Title: Navy Lodge Guest Service Representative Lead PT w/Benefits Location: United States-Washington-Oak Harbor Job Number: 220001Z1 C ome work for the Navy Lodge ... where you can have a career with a purpose! Our guest service agents provide the first impression at the front desk to the best customers in the world: active duty, retired military, and their families. This position: Serves as working Leader, responsible for leading a minimum of three (3). Is first point of contact with guests, and handles all stages of guests stay, accommodating special request as needed and resolving issues that may arise. 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. No military affiliation is required. 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. - Applies knowledge of Navy Lodge standard operating procedures, processes, and rules governing patron eligibility. - 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. - 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 patron's 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. - Issues room keys, sorts incoming mail and messages and deposits guest valuables in safety-deposit boxes. - Operates a 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 for resale. - 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 assigned duties. - Complete bank deposits, mail pick up/delivery, 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. - Supports the Navy Lodge operation by preforming administrative duties as assigned. - As working leader, is responsible for overseeing and passing on to other associates information/instructions received from the Supervisor or Navy Lodge General Manager. Assists in the training of new associates, answers questions regarding changes to policies, procedures and pertinent directives. Ensures work schedules are adhered to; keeps Supervisor or Navy Lodge General Manager apprised of work status, assignments and advises concerning problem areas. - Maintains continuity in absence of Supervisor. - 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. Qualifications: GENERAL EXPERIENCE: One (1) year of general office clerical experience which demonstrated the ability to perform clerical duties satisfactorily. AND SPECIALIZED EXPERIENCE: Six (6) months of experience related to the position to be filled. OR SUBSTITUTION OF EDUCATION FOR EXPERIENCE: GENERAL EXPERIENCE ONLY: 1. 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. 2. Study completed in a business or secretarial school or other comparable institution above the high school level may be substituted on the basis of one-half academic year of study for 6 months of experience, provided such subjects as Hotel/Motel Administration, English, office machines, filing and indexing, office practices, business mathematics, bookkeeping or accounting were studied. No credit will be allowed for training which has been obtained only or primarily in the basic skills of typing or refresher courses. SPECIALIZED EXPERIENCE: For the first year of specialized experience, study successfully completed in a hotel/lodging/hospitality school above the high school level may be substituted at the rate of one-half academic year of study for 6 months of specialized experience, provided such study included a minimum of 6 semester hours, or the equivalent, per year in subjects related to the specialized field.
