Title: NAVY LODGE GUEST SVC REPRESENTATIVE- II Location: United States-Texas-Fort Worth Job Number: 220000ER 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 fillin schedule gaps due to callouts noshows 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 andor cancellations payments questions checkin checkout 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 patrons room type adjusting room fee adjusting checkin andor checkout 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 safetydeposit 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 powerhand 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 memoscorrespondences 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 setup and breakdown cleanup of the complimentary selfservice breakfast bar and other events in the lobby area. Ensures surrounding area is returned to its original state and free of all leftover food by the end of designated breakfast hour. Required to obtain proper certification. May be required to assist with setup 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 onehalf academic year of study for 6 months of experience.
