Job Details

Job Summary: Serves as the first point of contact with guests at a Navy Gateway Inn and Suites or Navy Lodge property. 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 ensuring the safety, security, and privacy of all guests.

Duties and Responsibilities: Must possess a welcoming manner and positive attitude. Demonstrates effective communication skills and interacts professionally with guests, answering questions about lodging facilities, amenities, and local attractions.

1. Assist guests with requests in person or via telephone, including making, confirming, or canceling reservations, collecting payments, check-in/check-out, verifying patron eligibility, assigning rooms, and processing credit cards.
2. Greet and welcome guests, maintaining outstanding guest relations.
3. Communicate with lodging staff and management regarding operations, guest issues, or urgent situations.
4. Follow standard operating procedures, process reservations within guidelines, and provide alternatives when rooms are unavailable.
5. Assist in handling group reservations and utilize commitment agreements per brand standards.
6. Reconcile shift transactions, ensuring complete balancing while maintaining guest service quality.
7. Address guest complaints, adjusting fees or check-in/out times as appropriate, and escalate complex issues to supervisors.
8. Register and assign rooms, issue keys, transmit messages, and keep records of guest accounts and occupied rooms.
9. Operate multi-line phones, record messages, and provide information about services, attractions, and directions.
10. Manage inventory of keys and supplies, keep the front desk and lobby area clean and safe, and handle the master key securely.
11. Assist in training front desk personnel and utilize the Property Management System (PMS) for reservations and guest information management.
12. Ensure proper use and disposal of the Lost and Found system, log trouble calls, and assist with guest room changes when necessary.
13. Operate POS systems for convenience store sales, maintain supply levels, and handle wake-up calls.
14. Manage change funds, maintain records, and secure safety deposit boxes if applicable.
15. Generate reports from PMS, verify charges, and correct errors. Complete shift reports and reconcile accounts.
16. Prepare end-of-shift reports, receipts, and close bank procedures.
17. Assist with breakfast setup, replenishment, and cleanup, ensuring compliance with food handling certifications as needed.
18. Assist in laundry operations and supply delivery, and possess a valid driver's license if required.
19. Work all shifts, including weekends and holidays, and assist during emergencies or inclement weather.
20. Obtain necessary certifications within six months of employment.
21. Perform other duties as assigned.

    Minimum Experience and Education: One year of general office clerical experience and one year of progressively responsible related experience. Education above high school level may substitute for experience at a rate of half a year of study for six months of experience.