Title: Navy Lodge Guest Service Representative Supervisor FT w/Benefits Location: United States-California-Lemoore Job Number: 220000WU 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 Supervises subordinate Navy Lodge staff responsible for covering front of house Navy Lodge operations. Keeps appropriate management in chain of command abreast of situations that exceed the span of authority necessary to implement correction actions. Duties and Responsibilities - Responsible for Navy Lodge front desk operations, to include: lobby appearance, guest service, office operations, etc. 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 exceed span of authority and require elevation to immediate supervisor. - Utilizes various modes of communication to assists guests in person, via telephone, email, etc. to secure room reservations and/or cancellations, payments, inquiries, check-in, check-out, authorizing patron verification, guest room assignments, credit card processing, express check out, etc. - Trains associates on Navy Lodge systems, standards of operating procedures (SOPs), etc. Monitors and ensures staff completes all required annual training within designated timeframe. Completes work schedules and assigns work; checks quality of work performed, monitors productivity and motivates staff to improve performance, and encourages further development. - Approves/disapproves leave requests; documents attendance, and utilizes payroll system to enter schedules, annotate leave, and provide General Manager with daily payroll expense report(s). - Issues room keys, sorts incoming mail and messages, and deposits guest valuables in safety deposit boxes as requested. Controls inventory/quantity of associates' uniforms ensuring that approved uniforms and name badges are worn and maintained in proper condition. - Operates a telephone switchboard taking and delivering messages as required and answers inquiries pertaining to Navy Lodge amenities, services, local base facilities, area attractions and travel directions. Utilizes computerized Property Management System (PMS) to generate reports, input statistical data and reviews and monitors same for accuracy. Operate ORPOS in relation to retail store or entering daily sales transactions. - Reconciles daily transactions of all accounts and outlets of the Navy Lodge ensuring complete reconciliation of balances while maintaining guest service at all times. Executes night audit functions; reviews audit packs and researches and where possible and applicable, resolves discrepancies. Assists Navy Lodge General Manager with end of month reporting. May be required to act as Government Purchase Card holder and maintain required records. - Acts as Manager on Duty, as assigned, to maintain continuity in absence of General Manager. - Must satisfy all training and requirements for position in conjunction with job duties. - Designated as Essential Personnel in times of emergency or disaster. May be called upon to maintain operations during heavy weather and other emergencies. - Participates in Navy Lodge recruitment efforts by submitting personnel requisitions via Taleo. Conduct interviews, and recommend candidates for hire within the Guests Services Department. - May be required to assist with the set-up and breakdown of the complimentary breakfast bar and other events in the lobby area. May be required to assist with set-up and breakdowns of chairs and tables used during special functions and clean immediate and surrounding areas upon conclusion of the event. - Completes work performance appraisal reviews for assigned staff. Through coordinated efforts with immediate supervisor and the Human Resources office, may initiate disciplinary action as necessary. Promotes employee morale and attempts to resolve employee performance and behavioral issues in a timely manner. - Creates and submit purchase requisitions for Navy Lodge facility supplies and guest amenities in accordance with established standard operating procedures. Maintains adequate supplies on hand in order to meet operational requirements. Monitors equipment and usage to ensure optimum performance. Makes trouble calls to appropriate departments/companies to have authorized repairs completed. - Ensures operating procedures are in compliance with state and federal regulations with regard to OSHA and the Navy Lodge Program. Maintains a clean and safe environment for guests and associates. - Reviews and has knowledge of departmental budgets. Monitors monthly expenses including payroll, supplies, and amenities. - Responsible for security of guests' rooms and assigned pass key. Properly documents room keys issued and returned to the Navy Lodge Key Log Control, and reports lost key(s) immediately to Navy Lodge General Manager. - Represents the Navy Lodge during all working hours. - Performs other related duties as assigned. Qualifications: GENERAL EXPERIENCE: 2 years of experience in administrative, professional, investigative or other responsible work which enabled the applicant to gain a general knowledge of business practices and administrative processes; skill in dealing with others in person-to-person work relationships; and the ability to exercise mature judgment. OR SUBSTITUTION OF EDUCATION FOR EXPERIENCE: 1 year of academic study above the high school level successfully completed in a hotel/lodging/hospitality school may be substituted at the rate of one-half academic year of study for 6 months of general experience, provided such study included a minimum of 6 semester hours, or the equivalent, per year in subjects related to the specialized field. AND SPECIALIZED EXPERIENCE: One year of responsible experience in administrative, supervisory, professional or technical work that demonstrated knowledge of Navy Lodge front of house operations: or similar work which demonstrated knowledge and abilities within a guest services environment.
