- Assists guests with all requests in person or via telephone including but not limited to making confirming and or cancelling room reservations collecting payments and presenting lodging receipts check in check out process authorized patron verification guest room assignments credit card processing etc.
- Greets and welcomes guests upon sight always maintaining outstanding guest relations.
- Required to complete all mandatory training designated for overnight shift and is designated to fill in schedule gaps due to call outs no shows vacations etc.
- Communicates with all lodging associates and chain of command concerning operations guest issues or situations that require immediate attention.
- Applies knowledge of standard operating procedures processes and rules governing patron eligibility.
- Reconciles shift transactions of all accounts and outlets of the property ensuring complete balancing while maintaining guest service at all times.
- Interacts with guests and receives and resolves guests complaints including but not limited to adjusting room fees adjusting check in check out times consistent with program policy and refers unusual issues to immediate supervisor for assistance and or resolution.
- Registers and assigns rooms to guests issuing room keys or cards transmits and receives messages and keeps records of occupied rooms and guest accounts makes and confirms reservations presenting statements and collecting payments as necessary.
- Operates a multi line telephone system records and delivers messages as required and answers inquiries pertaining to services base facilities area attractions and travel directions.
- Responsible for inventory of all keys and other supplies and or amenities maintained at the front desk.
- Responsible for assigned master key.
- Utilizes the Property Management System PMS to access guest information retrieve reservation information and change or cancel reservations as requested by the guests.
- May be required to retrieve Lost and Found items and contact guests regarding lost or found items.
- Logs trouble calls in the PMS and ensures the appropriate department is notified.
- Operates POS to record sales from convenience store if applicable .
- Ensures all wake up calls are handled promptly and properly.
- Ensures security of all guests is maintained at all times
- Exchanges and maintains rotating change fund and daily log of moneys received and deposited.
- May be required to generate and print various reports from the PMS such as Expected Arrivals Departure List In-House Guest List and Night Audit reports as well as other daily monthly or annual occupancy reports.
- Completes all computer generated reports as assigned and notates any account discrepancies for corrective action by management.
- Prepares Close Bank Report and receipts at the end of each shift in accordance with established procedures.
- Prepares end of day front desk reconciliations identifying and addressing any discrepancies made throughout the day.
- May be responsible for the set up and breakdown clean up of the complimentary self service breakfast bar.
- May be required to assist in laundry facility and issue deliver supplies to guests.
- May be required to possess a valid state driver s license to travel to other lodging facilities as needed within the normal scope of duties.
- Will be required to work all shifts including weekends and holidays as scheduled.
- May be called upon to maintain operations during inclement weather and or other emergencies for short period of time during the absence of supervisor GM or AGM.
- May be required to obtain NEXCOM Hospitality Group NHG front desk certification within 6 months of employment as well as any other requirements.
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GUEST SERVICE REPRESENTATIVE - Honolulu, United States - Navy Exchange Service Command
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Description
Job Summary:
Serves as first point of contact with guests at a Navy Gateway Inn and Suites and or Navy Lodge property and handles all stages of guests stay accommodating special requests as needed and resolving issues that may arise.
Responsible for front desk operations lobby appearance guest service related office operations and the safety security and privacy of all guests.
Overnight shifts are regularly scheduled.Duties and Responsibilities:
Must possess a welcoming manner and positive attitude demonstrate effective communication skills interacts professionally with guests answering questions concerning lodging facilities amenities and provides information about local attractions
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 food handling certifications as applicable.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.