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, 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 groups 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. 
• Utilizes judgment and understanding of policies and procedures to better assist guests. 
• 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,