(NAVY GATEWAY INNS & SUITES NORFOLK) GUEST SERVICE REPRESENTATIVE II (10 pm - 6:30 am Shift Only)
Job Overview
Employment Type
Part-time
Compensation
Hourly
Exact $16.75
Work Schedule
Weekend Shifts
Night Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
flexible schedule
Employee Discounts
Training and development opportunities
Job Description
NGIS Norfolk NS operates as part of the Navy Exchange Service Command, offering hospitality and lodging services primarily to military personnel and their families. Situated in Norfolk, Virginia, this establishment is dedicated to providing guests with high-quality, secure, and comfortable accommodations, ensuring a pleasant and hassle-free stay. The organization specializes in managing Navy Gateway Inn and Suites properties, known for blending traditional hospitality with the unique needs of their patrons. Their mission revolves around delivering exceptional customer service through well-maintained facilities and attentive, knowledgeable staff who understand the importance of supporting military members during their travels and assignments.
The Front Desk Associate role at NGIS Norfolk NS is a critical position that serves as the initial point of contact for guests arriving at Navy Gateway Inn and Suites or Navy Lodge properties. This position requires exceptional interpersonal skills to warmly welcome guests, manage guest requests efficiently, and maintain overall front desk operations. The role is designed to sustain the organization's commitment to excellence in guest services by handling numerous essential tasks such as checking guests in and out, processing payments, verifying patron eligibility, providing local information, resolving issues, and ensuring lobby cleanliness and safety. The role often involves working overnight shifts and requires flexibility to fill in when other staff members are unavailable.
In this position, the associate is responsible for a wide range of duties including managing reservations through the Property Management System (PMS), responding to guest inquiries both in person and via telephone, and maintaining accurate records and financial transactions. The associate must also uphold safety and security standards by overseeing key inventory, authorizing credit transactions, and protecting guest privacy. Additionally, the associate may be involved with light food service duties such as setting up and maintaining the complimentary breakfast bar and assisting with laundry facilities if needed.
The pay for this part-time position starts at $16.75 per hour and may vary depending on experience. The work schedule ranges from 20 to 34.5 hours per week, offering flexibility while demanding reliability, especially for overnight and weekend shifts. This role is ideal for someone who enjoys working in a service-oriented environment, values detailed procedural knowledge, and thrives in a hospitality setting that supports military communities.
Overall, the Front Desk Associate is an indispensable part of the NGIS Norfolk NS team, contributing to a welcoming and efficient guest experience. Candidates must be highly organized, exhibit strong communication skills, and demonstrate the ability to multitask in a dynamic environment. This opportunity offers a meaningful way to serve those who serve the nation by ensuring their lodging experience is positive, secure, and respectful of their needs and confidentiality.
The Front Desk Associate role at NGIS Norfolk NS is a critical position that serves as the initial point of contact for guests arriving at Navy Gateway Inn and Suites or Navy Lodge properties. This position requires exceptional interpersonal skills to warmly welcome guests, manage guest requests efficiently, and maintain overall front desk operations. The role is designed to sustain the organization's commitment to excellence in guest services by handling numerous essential tasks such as checking guests in and out, processing payments, verifying patron eligibility, providing local information, resolving issues, and ensuring lobby cleanliness and safety. The role often involves working overnight shifts and requires flexibility to fill in when other staff members are unavailable.
In this position, the associate is responsible for a wide range of duties including managing reservations through the Property Management System (PMS), responding to guest inquiries both in person and via telephone, and maintaining accurate records and financial transactions. The associate must also uphold safety and security standards by overseeing key inventory, authorizing credit transactions, and protecting guest privacy. Additionally, the associate may be involved with light food service duties such as setting up and maintaining the complimentary breakfast bar and assisting with laundry facilities if needed.
The pay for this part-time position starts at $16.75 per hour and may vary depending on experience. The work schedule ranges from 20 to 34.5 hours per week, offering flexibility while demanding reliability, especially for overnight and weekend shifts. This role is ideal for someone who enjoys working in a service-oriented environment, values detailed procedural knowledge, and thrives in a hospitality setting that supports military communities.
Overall, the Front Desk Associate is an indispensable part of the NGIS Norfolk NS team, contributing to a welcoming and efficient guest experience. Candidates must be highly organized, exhibit strong communication skills, and demonstrate the ability to multitask in a dynamic environment. This opportunity offers a meaningful way to serve those who serve the nation by ensuring their lodging experience is positive, secure, and respectful of their needs and confidentiality.
Job Requirements
- High school diploma or equivalent
- One year of general office clerical experience
- One year progressively responsible experience related to lodging or hospitality
- Ability to work overnight shifts and flexible schedule including weekends and holidays
- Valid state driver’s license may be required
- Must complete mandatory overnight shift training
- Ability to handle cash transactions and maintain accurate financial records
- Demonstrated strong communication and interpersonal skills
- Must be able to pass background check and comply with security protocols
Job Qualifications
- One year of general office clerical experience demonstrating ability to perform clerical duties satisfactorily
- One year progressively responsible experience related to the position
- Ability to demonstrate exceptional customer service and communication skills
- Proficiency in using Property Management Systems and multi-line telephone systems
- Knowledge of hospitality standards and guest service procedures
- Ability to handle cash transactions and reconcile financial reports accurately
- Must be able to work overnight shifts and flexible scheduling
- Capability to maintain security and confidentiality of guest information
- Valid state driver's license may be required
- Commitment to obtain NEXCOM Hospitality Group NHG front desk certification within six months
Job Duties
- Possess a welcoming manner and positive attitude demonstrate effective communication skills interacts professionally with guests answering questions concerning lodging facilities amenities and local attractions
- Assist guests with all requests in person or via telephone including making confirming or cancelling room reservations collecting payments presenting lodging receipts check-in check-out process authorized patron verification guest room assignments credit card processing
- Greet and welcome guests upon arrival maintaining outstanding guest relations
- Complete all mandatory training designated for overnight shift and fill in schedule gaps due to call-outs no-shows vacations for the overnight shift schedule
- Communicate with lodging associates and chain of command concerning operations guest issues or situations requiring immediate attention
- Apply knowledge of standard operating procedures processes and rules governing patron eligibility and process reservations within guidelines providing certificates of non-availability CNA or alternative lodging options when rooms are unavailable
- Reconcile shift transactions of all accounts and outlets ensuring complete balancing while maintaining guest service
- Interact with guests and resolve complaints including adjusting room fees check-in check-out times consistent with policy referring unusual issues to supervisor
- Register and assign rooms to guests issuing room keys or cards transmitting and receiving messages keeping records of occupied rooms guest accounts making and confirming reservations collecting payments
- Operate multi-line telephone system record and deliver messages answer inquiries about services base facilities area attractions and travel directions
- Maintain inventory of all keys and supplies at the front desk keep front desk and lobby area clean and safe
- Securely log in and out assigned master key reporting lost keys immediately
- Utilize Property Management System PMS to access guest information retrieve and modify reservations verify registration information secure credit card authorizations
- Retrieve Lost and Found items and contact guests as needed
- Log trouble calls in PMS notify appropriate departments relocate guests as necessary
- Operate POS to record convenience store sales maintain and stock supply levels
- Handle all wake up calls promptly type miscellaneous memos correspondence
- Ensure security of all guests at all times
- Exchange and maintain rotating change fund and daily money logs secure records and access to guest safety deposit boxes
- Generate and print reports from PMS including Expected Arrivals Departure List In-House Guest List Night Audit and occupancy reports verifying and correcting charges
- Complete computer-generated reports notating account discrepancies for management
- Prepare Close Bank Report and end of day front desk reconciliations addressing discrepancies
- Set-up breakdown and clean-up breakfast bar assisting with food handling as required
- Assist in laundry facilities and supply delivery to guests
- Possess valid state driver's license to travel to other lodging facilities if required
- Work all shifts including weekends and holidays as scheduled
- Maintain operations during inclement weather or emergencies in absence of supervisor or management
- Obtain NEXCOM Hospitality Group NHG front desk certification within 6 months and other required certifications
- Perform other assigned duties
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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