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. Duties and Responsibilities: Must possess a welcoming manner and positive attitude, demonstrate effective communication skills, and professionally interact with guests answering questions concerning lodging facilities, amenities, and providing information about local attractions.
Assists guests with all requests in person or via telephone including making, confirming, and/or canceling room reservations, collecting payments, 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.
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. Receives requests and processes reservations within established guidelines. Provides a certificate of non-availability (CNA) and/or alternative lodging options when rooms are not available.
Assists in handling group reservations and utilizes commitment agreement for all groups per brand standards.
Reconciles shift transactions of all accounts and outlets, ensuring complete balancing while maintaining guest service.
Interacts with guests, resolves guests complaints, adjusts fees, check-in/out times, and refers unusual issues to immediate supervisor for resolution.
Registers and assigns rooms to guests, issues room keys, transmits and receives messages, keeps records of occupied rooms and guest accounts, makes and confirms reservations, presents statements, and collects payments.
Operates a multi-line telephone system, records and delivers messages, and answers inquiries pertaining to services, base facilities, area attractions, and travel directions.
Responsible for inventory of all keys, supplies, and amenities at the front desk, keeping the area clean and safe.
Assists in training personnel assigned to the Front Desk.
Utilizes the Property Management System (PMS) to access guest information, retrieve reservation information, and make changes or cancel reservations as requested by guests.
Ensures Lost and Found is utilized in PMS and disposal processes are adhered to according to brand standards.
Logs trouble calls in the PMS, ensures appropriate departments are notified, and relocates guests when required.
Operates POS for recording sales, maintains adequate supply levels, handles wake-up calls, and types necessary memos and correspondence.
Exchanges and maintains change fund, keeps daily log of moneys, maintains records, and access to guest safety deposit boxes.
Generates and prints various reports from the PMS, verifies charges, makes appropriate changes, and completes all computer-generated reports as assigned.
Prepares Close Bank Report and receipts at the end of each shift, maintains the breakfast bar, assists in laundry facility, issues supplies to guests, and may require a valid state driver's license.
Works all shifts including weekends and holidays, maintains operations during inclement weather and emergencies, and may be required to obtain NHG front desk certification.
Performs other duties as assigned.
This position is open to U.S. citizens who are either active duty members or family members of U.S. Military or Civilian personnel currently assigned to Spain.
FOR EMPLOYMENT CONSIDERATION, SELECTED CANDIDATES MUST BE ABLE TO PROVIDE THE FOLLOWING DOCUMENTATION:
COPY OF SOCIAL SECURITY CARD.
COPY OF NO-FEE PASSPORT (Front Page, VISA Page, Statement referencing Overseas Assignment from back page).
COPY OF SPONSOR'S GOVERNMENT ORDERS.
GENERAL EXPERIENCE: One year of general office clerical experience. SPECIALIZED EXPERIENCE: One year of progressively responsible experience related to the position. OR SUBSTITUTION OF EDUCATION FOR EXPERIENCE: Study completed in a college or university may be substituted for experience.
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