(NORFOLK NAVY LODGE) GUEST SERVICE REPRESENTATIVE I

About the position

The Guest Service Representative I at the Navy Exchange Service Command serves as the first point of contact for guests at Navy Gateway Inn and Suites or Navy Lodge properties. This role is crucial in managing all stages of a guest's stay, addressing special requests, and resolving any issues that may arise. The representative is responsible for front desk operations, maintaining lobby appearance, and ensuring the safety, security, and privacy of all guests.

Responsibilities

• Serve as the first point of contact with guests, handling all stages of their stay.
• Manage front desk operations and maintain the lobby appearance.
• Assist guests with requests in person or via telephone, including making, confirming, and cancelling reservations.
• Collect payments and present lodging receipts during check-in and check-out processes.
• Communicate effectively with guests, answering questions about lodging facilities and local attractions.
• Process reservations and provide alternative lodging options when necessary.
• Assist in handling group reservations and ensure compliance with brand standards.
• Reconcile shift transactions and maintain guest service at all times.
• Resolve guest complaints and adjust room fees or check-in/check-out times as needed.
• Utilize the Property Management System (PMS) to access and manage guest information and reservations.
• Maintain cleanliness and safety of the front desk and lobby area.
• Train and instruct personnel assigned to the Front Desk as needed.

Requirements

• High school diploma or GED required.
• Driver's License is necessary.
• One year of general office clerical experience is required.
• One year of progressively responsible experience related to the position is required.
• Effective communication skills are essential.

Nice-to-haves

• Experience in customer service or hospitality is preferred.
• Knowledge of standard operating procedures in hospitality is a plus.

Benefits

• Flexible scheduling options.
• Opportunities for training and certification in hospitality.