(NAVY GATEWAY INNS & SUITES NORFOLK) GUEST SERVICE REPRESENTATIVE II (10:00 pm - 6:30 am Shift only)
Job Overview
Employment Type
Part-time
Compensation
Hourly
Range $16.75 - $1.00
Work Schedule
Weekend Shifts
Night Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Training opportunities
flexible schedule
Job Description
NGIS Norfolk NS is a reputable lodging organization operating Navy Gateway Inn and Suites and Navy Lodge properties in Norfolk, Virginia. This establishment is dedicated to providing high-quality accommodation and exceptional guest services primarily catering to military personnel, their families, and authorized guests. NGIS Norfolk is part of a wider network committed to supporting the hospitality needs of Navy and other Armed Forces communities by delivering comfortable, safe, and affordable lodging options. Their dedication to service excellence is reflected in maintaining pleasant, secure, and efficient front desk operations alongside comprehensive guest support throughout the guest’s stay. The organization fosters a welcoming and professional environment while emphasizing operational integrity, safety, and guest satisfaction.
This part-time position (20 to 34.5 hours per week) offers a competitive pay rate starting at $16.75 per hour, with adjustments based on experience. The role involves working overnight shifts regularly, ensuring seamless front desk and lobby management during these hours. The front desk agent serves as the first point of contact for all guests arriving at the lodging facility, playing a crucial role in creating a positive and memorable customer experience. Responsibilities include managing reservations and cancellations, processing payments, assigning rooms, and verifying patron eligibility in accordance with established procedures.
The agent must demonstrate outstanding customer service skills, answering guests’ inquiries about the lodging facility, available amenities, and local attractions professionally and courteously. This role also requires managing multiple front desk administrative tasks such as balancing shift transactions, coordinating with lodging associates and leadership on operational issues, and maintaining the cleanliness and safety of the lobby area. The agent handles security responsibilities including key control, guest privacy, and following strict compliance standards regarding guest's eligibility and program policies.
Moreover, the role includes utilizing a Property Management System (PMS) and Point of Sale (POS) systems for guest information and sales transaction processing. The position may also involve assisting with the complimentary breakfast bar setup and breakdown, maintaining adequate inventory of supplies, and supporting other lodging operations such as laundry if necessary. Candidates should be prepared to work varied schedules, including weekends, holidays, and during inclement weather or emergencies as the situation demands.
Successful candidates are expected to complete mandatory training designed for the overnight shift and obtain certifications such as the NEXCOM Hospitality Group front desk certification within six months of employment. This role offers an opportunity for individuals who enjoy engaging directly with guests, thrive in a fast-paced hospitality environment, and are committed to delivering meticulous service with a positive and welcoming attitude. Working with NGIS Norfolk allows team members to contribute significantly to the comfort and satisfaction of military guests, ensuring that every stay reflects the high standards synonymous with Navy lodging facilities.
This part-time position (20 to 34.5 hours per week) offers a competitive pay rate starting at $16.75 per hour, with adjustments based on experience. The role involves working overnight shifts regularly, ensuring seamless front desk and lobby management during these hours. The front desk agent serves as the first point of contact for all guests arriving at the lodging facility, playing a crucial role in creating a positive and memorable customer experience. Responsibilities include managing reservations and cancellations, processing payments, assigning rooms, and verifying patron eligibility in accordance with established procedures.
The agent must demonstrate outstanding customer service skills, answering guests’ inquiries about the lodging facility, available amenities, and local attractions professionally and courteously. This role also requires managing multiple front desk administrative tasks such as balancing shift transactions, coordinating with lodging associates and leadership on operational issues, and maintaining the cleanliness and safety of the lobby area. The agent handles security responsibilities including key control, guest privacy, and following strict compliance standards regarding guest's eligibility and program policies.
Moreover, the role includes utilizing a Property Management System (PMS) and Point of Sale (POS) systems for guest information and sales transaction processing. The position may also involve assisting with the complimentary breakfast bar setup and breakdown, maintaining adequate inventory of supplies, and supporting other lodging operations such as laundry if necessary. Candidates should be prepared to work varied schedules, including weekends, holidays, and during inclement weather or emergencies as the situation demands.
Successful candidates are expected to complete mandatory training designed for the overnight shift and obtain certifications such as the NEXCOM Hospitality Group front desk certification within six months of employment. This role offers an opportunity for individuals who enjoy engaging directly with guests, thrive in a fast-paced hospitality environment, and are committed to delivering meticulous service with a positive and welcoming attitude. Working with NGIS Norfolk allows team members to contribute significantly to the comfort and satisfaction of military guests, ensuring that every stay reflects the high standards synonymous with Navy lodging facilities.
Job Requirements
- High school diploma or equivalent
- One year of general office clerical experience
- One year of progressively responsible experience in guest services or related field
- Ability to work overnight shifts including weekends and holidays
- Strong communication and interpersonal skills
- Basic computer proficiency including knowledge of PMS and POS systems
- Ability to handle cash and financial transactions
- Valid state driver's license may be required
- Ability to obtain required certifications within specified timeframes
- Willingness to work in a fast-paced environment and handle multiple tasks
- Must be able to maintain guest privacy and security protocols
Job Qualifications
- One year of general office clerical experience demonstrating ability to perform clerical duties satisfactorily
- One year of progressively responsible experience related to front desk or guest services position
- Ability to communicate effectively and professionally with guests
- Knowledge of standard office procedures and hospitality industry standards
- Familiarity with property management systems and point of sale systems preferred
- Capable of handling financial transactions accurately
- Ability to handle guest complaints and resolve issues with professionalism
- Strong organizational skills and attention to detail
- Ability to work overnight shifts and flexible schedule including weekends and holidays
- Valid state driver's license if required for travel to other locations
- Completion of NEXCOM Hospitality Group front desk certification within 6 months preferred
Job Duties
- Possess a welcoming manner and positive attitude demonstrating effective communication skills interacting 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 and or cancelling room reservations collecting payments presenting lodging receipts and processing check-in check-out
- Greet and welcome guests upon sight maintaining outstanding guest relations
- Complete mandatory training designated for overnight shift and fill in schedule gaps 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 processing reservations within established guidelines
- Reconcile shift transactions of all accounts and outlets ensuring complete balancing while maintaining guest service
- Interact with guests to receive and resolve complaints including adjusting room fees and check-in check-out times consistent with policy
- Register and assign rooms issuing keys or cards maintain records of occupied rooms and guest accounts make and confirm reservations collecting payments
- Operate multi-line telephone system record and deliver messages answer inquiries pertaining to services base facilities area attractions and travel directions
- Maintain inventory of keys and supplies keep front desk and lobby area clean and safe
- Properly log in and out assigned master key report lost keys immediately for security reasons
- Utilize Property Management System PMS to access guest and reservation information verify registration secure and authorize credit cards for incidental expenses
- Retrieve lost and found items and contact guests as needed
- Log trouble calls in PMS and notify appropriate departments relocate guests when required
- Operate POS to record sales from convenience store maintain and stock adequate supply levels
- Handle wake up calls promptly type memos and correspondence
- Ensure security of guests at all times
- Exchange and maintain change fund and daily log of moneys received deposited securely maintain all records and access to guest safety deposit boxes
- Generate and print reports from PMS such as expected arrivals departure list in-house guest list and audit reports verify accuracy of charges make corrections as needed
- Complete computer-generated reports and note account discrepancies for management
- Prepare close bank report and receipts at the end of each shift
- Prepare end of day front desk reconciliations identifying and addressing discrepancies
- Set up breakdown and clean complimentary self-service breakfast bar obtaining proper food handling certifications
- Assist in laundry facility and issue deliver supplies to guests
- Possess valid state driver's license to travel to other lodging facilities as needed
- Work all shifts including weekends and holidays as scheduled
- Maintain operations during inclement weather and emergencies during supervisor absence
- Obtain NEXCOM Hospitality Group front desk certification within 6 months and perform other duties as assigned
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
Your Profile Is Visible To Hiring Managers Across OysterLink.
We'll match you with best jobs
Get job offers faster
Search For More Opportunities:
How Candidates Get Hired Faster
Apply to 2–3 similar roles
Complete profile & get best matches
Check new opportunities daily
