Title: Guest Service Representative- II/ Night Audit PT w/Benefits Location: United States-California-Moffett Field Job Number: 220001R1 -Position eligible for $650 hiring incentive for external hire (if applicable).- Come 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: Responsible for the front desk operations, lobby appearance, guest service, office operations, etc. Position will be required to work all shifts including weekends and holidays as scheduled. No military affiliation is required. Job Summary: Serving as 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 security and privacy for all guests, the front desk operations, lobby appearance, guest service, office operations, etc. Position will be required to work assigned 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: - Incumbents of this position must complete required training designated for overnight shift, complete all work duties assigned to this shift, complete reports as required, and is designated to fill-in schedule gaps due to call-outs, no-shows, vacations, etc. during overnight shift schedule. - Responsible for all Front Desk Operations. - Assists guests in person, via email, social media, 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. - 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 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 the job. - Complete bank deposits, pick up mail, collect money bags, and other required services. - Exchange, maintain rotating change fund and daily log of moneys received and deposited. Securely 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. Required to obtain proper certification. - 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. - May be required to obtain proper 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 that demonstrated the ability to perform clerical duties satisfactorily. AND SPECIALIZED EXPERIENCE: One (1) year progressively responsible experience related to the position to be filled. OR 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.
