(NAVY GATEWAY INNS & SUITES NORFOLK) GUEST SERVICE REPRESENTATIVE I (2:00 PM - 10:30 PM Shift only)
Job Overview
Employment Type
Part-time
Compensation
Hourly
Range $16.75 - $1.00
Work Schedule
Rotating Shifts
Weekend Shifts
Benefits
Health Insurance
Retirement Plan
Paid Time Off
Employee Discounts
Training and Development
flexible schedule
Job Description
NGIS Norfolk NS is a respected organization operating within the hospitality sector, specifically focusing on providing lodging services to military personnel and their families. As part of the Navy Exchange Service Command (NEXCOM), NGIS Norfolk NS strives to deliver comfortable and convenient accommodations through properties such as the Navy Gateway Inn and Suites and Navy Lodge. The establishment is committed to ensuring high standards of service, safety, and guest satisfaction, catering primarily to enlisted personnel, officers, government civilians, and authorized patrons at military installations. Their approach blends hospitality expertise with a strong understanding of the unique needs of their clientele, including adherence to military protocols and guidelines.
The role available is for a Front Desk Associate at NGIS Norfolk NS located in Norfolk, Virginia. This position is part-time, offering between 20 to 34.5 hours per week, with compensation starting at $16.75 per hour, and varying based on experience. The Front Desk Associate serves as the first point of contact for guests at Navy Gateway Inn and Suites or Navy Lodge properties, playing a crucial role in shaping guests' experiences through every stage of their stay. This position is pivotal in maintaining the property's frontline operations, including lobby management, guest service-related office tasks, and the oversight of guest safety, security, and privacy.
The associate must exhibit a welcoming demeanor, positive attitude, and effective communication skills to professionally engage with guests. Key responsibilities include greeting guests, handling all aspects of reservations, processing payments, verifying patrons, assigning rooms, and managing check-in and check-out procedures. The role demands problem-solving capabilities to resolve guest complaints or special requests efficiently, often requiring coordination with lodging associates and supervisors to address urgent matters.
This position requires familiarity with the Property Management System (PMS), facilitating tasks such as reservation management, transaction reconciliation, report generation, and maintaining accurate guest records. The associate also handles inventory control of keys and amenities, operates multi-line telephone systems, and ensures the front desk and lobby remain tidy and secure. Additional duties may include managing group reservations, assisting with setting up and maintaining breakfast bars, handling lost and found procedures, and operating point-of-sale systems if applicable.
Candidates should possess at least one year of general clerical office experience, plus one year of progressively responsible experience in a related role. Educational background from higher education institutions may substitute experience on a pro-rata basis. The role may require weekend, holiday, and shift work, including coverage during emergencies or inclement weather. Employees might also need to obtain certifications such as the NEXCOM Hospitality Group front desk certification within six months of employment and hold a valid state driver’s license if travel between facilities is necessary.
This position is ideal for individuals who thrive in dynamic, guest-focused environments and have a knack for multitasking and customer service. If you are enthusiastic about hospitality with a strong sense of responsibility and attention to detail, this role with NGIS Norfolk NS offers a rewarding opportunity to be part of a team dedicated to serving military community members with integrity and professionalism.
The role available is for a Front Desk Associate at NGIS Norfolk NS located in Norfolk, Virginia. This position is part-time, offering between 20 to 34.5 hours per week, with compensation starting at $16.75 per hour, and varying based on experience. The Front Desk Associate serves as the first point of contact for guests at Navy Gateway Inn and Suites or Navy Lodge properties, playing a crucial role in shaping guests' experiences through every stage of their stay. This position is pivotal in maintaining the property's frontline operations, including lobby management, guest service-related office tasks, and the oversight of guest safety, security, and privacy.
The associate must exhibit a welcoming demeanor, positive attitude, and effective communication skills to professionally engage with guests. Key responsibilities include greeting guests, handling all aspects of reservations, processing payments, verifying patrons, assigning rooms, and managing check-in and check-out procedures. The role demands problem-solving capabilities to resolve guest complaints or special requests efficiently, often requiring coordination with lodging associates and supervisors to address urgent matters.
This position requires familiarity with the Property Management System (PMS), facilitating tasks such as reservation management, transaction reconciliation, report generation, and maintaining accurate guest records. The associate also handles inventory control of keys and amenities, operates multi-line telephone systems, and ensures the front desk and lobby remain tidy and secure. Additional duties may include managing group reservations, assisting with setting up and maintaining breakfast bars, handling lost and found procedures, and operating point-of-sale systems if applicable.
Candidates should possess at least one year of general clerical office experience, plus one year of progressively responsible experience in a related role. Educational background from higher education institutions may substitute experience on a pro-rata basis. The role may require weekend, holiday, and shift work, including coverage during emergencies or inclement weather. Employees might also need to obtain certifications such as the NEXCOM Hospitality Group front desk certification within six months of employment and hold a valid state driver’s license if travel between facilities is necessary.
This position is ideal for individuals who thrive in dynamic, guest-focused environments and have a knack for multitasking and customer service. If you are enthusiastic about hospitality with a strong sense of responsibility and attention to detail, this role with NGIS Norfolk NS offers a rewarding opportunity to be part of a team dedicated to serving military community members with integrity and professionalism.
Job Requirements
- One 1 year of general office clerical experience that demonstrated the ability to perform clerical duties satisfactorily
- One 1 year progressively responsible experience related to the position to be filled
- 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
- Valid state driver s license may be required
Job Qualifications
- Ability to communicate effectively with guests and staff
- Experience using Property Management Systems or similar software
- Strong customer service skills and a welcoming manner
- Ability to multitask and work in a fast-paced environment
- Knowledge of standard operating procedures and lodging policies
- Ability to handle cash and reconcile transactions accurately
- Food handling certification or willingness to obtain if required
- Ability to work flexible hours including weekends and holidays
Job Duties
- Must possess a welcoming manner and positive attitude demonstrate effective communication skills professionally interact with guests answering guest questions concerning lodging facilities amenities and provides information about local attractions
- 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
- 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 When rooms are not available provides a certificate of non-availability CNA and or alternative lodging options in the area
- Assists Front Office Manager Supervisor or Assistant General Manager AGM in handling group reservations utilizes commitment agreement for all group per brand standards
- 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 record and delivers messages as required and answering 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 Keeps the front desk and lobby area clean and safe
- Responsible for assigned master key Properly logs in and out using key log for record Must report lost key to supervisor immediately for security reasons
- Assists the Front Office Manager Supervisor or AGM to train and instruct personnel assigned to the Front Desk
- Utilizes the Property Management System PMS to access guest information retrieve reservation information and change or cancel reservations as requested by the guests Verifies registration information secures a credit card for incidental expenses and authorizes credit card for room charges
- Assists the Front Office Manager Supervisor or AGM in ensuring that the Lost and Found is utilized in Property Management System and disposal processes are adhered to according to brand standards
- Logs trouble calls in the PMS and ensures the appropriate department is notified Relocates guests to a different room when required
- Operates POS to record sales from convenience store if applicable May assist in maintaining and stocking adequate supply levels
- Ensures all wake up calls are handled promptly and properly Types any miscellaneous memos correspondence required in the course of performing assigned duties
- Exchanges and maintains rotating change fund and daily log of moneys received and deposited Securely maintains all records and access to guest safety deposit boxes if applicable
- 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 Verifies accuracy of charges and makes appropriate changes if errors occur
- Completes all computer-generated reports as assigned and notates any account discrepancies for action by management
- Prepares Close Bank Report and receipts at the end of each shift in accordance with established procedures
- May be responsible for the set-up and breakdown clean-up of the complimentary self-service breakfast bar Assist with preparing heating displaying and replenishing breakfast items available to guests during breakfast hours 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
- 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 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 Performs other duties as assigned
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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