Title: (NORFOLK NAVY LODGE) GUEST SERVICE REPRESENTATIVE I Location: United States-Virginia-Norfolk Job Number: 240003UD 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 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. 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 presenting statements and collecting payments as necessary. Operates a multi-line telephone system records 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 drivers 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 This position is represented by the American Federation of Government Employees, Local 53 Qualifications: GENERAL EXPERIENCE One 1 year of general office clerical experience that demonstrated the ability to perform clerical duties satisfactorily. AND SPECIALIZED EXPERIENCE One 1 year progressively responsible experience related to the position to be filled. OR SUBSTITUTION OF EDUCATION FOR EXPERIENCE 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.
Summary This position is located at the Morale, Welfare, and Recreation operation at NAVAL STATION NORFOLK - NORFOLK, VA The primary purpose for the establishment of this job is to perform all or a variety of Food Service work and cashier duties. Responsibilities Performs all or a variety of the following duties, either regularly or on a rotating basis: Prepares and assembles food products in accordance with computerized or other basic recipes for quick service carryout area of the dining room and in support of addition food services, which includes, but not limited to, preparation of hot items, sandwiches, fruits, vegetables, salads, other side dishes, and beverages. Requisitions needed food and non-food items from the Subsistence/Supply Section in accordance with established policies and procedures. Prepares foods in accordance with forecasted demand or other established standards. Packages food in individual containers and stores food properly. Complies with HACCP procedures during food preparation, storage, and service, including documentation of proper food temperatures. Operates cash registers, changes printer paper for cash registers, and counts/verifies cash. Demonstrates professionalism through continued courtesy, customer service, and employee teamwork. Accounts for leftovers and complete cook worksheets, as appropriate. Stocks, organizes, sets up, cleans, and maintains the work area prior to, during, and after scheduled hours of operation. Ensures equipment is properly sanitized and operational, and food and nonfood supplies are available. Properly stores unused food. Minimizes unnecessary waste of food and nonfood items. Markets and publicizes special meals or food items. Supports catering and other food service activities by requisitioning needed food and nonfood items; preparing food, beverages, equipment, and supplies; and setting up and cleaning all necessary equipment. Performs a variety of maintenance and cleaning duties in the dish room, pot and pan, and server areas. Manually or using mechanical equipment, washes heavy pots, pans, dishes, trays and service ware from the kitchen, dining room, catering functions and patient care units. Operates rotating tray return. Disassembles trays returned from dining areas. Disposes of waste IAW established safety and sanitation procedures. Loads dish machine and unloads clean dishes. Stores clean dishes and sanitized items in designated areas. Empties garbage disposal after each meal. Sets up and maintains proper manual dishwashing sinks IAW established procedures and temperatures. Cleans and sanitizes dish room, pot and pan areas to include countertops, tray return, dishwashing machine, dish rack, tray return, scrapping sinks, and pot and pan machines. Empties trash to trash dumpster as needed. Mops dish room, kitchen and pot and pan area after each meal. Sets up and replenishes condiments, silverware, trays, glassware, plates, disposable plates and cups in server area. Replenishes disposable containers and plastic ware. Cleans up spills in the server. Sets up, serves food and breaks down cafeteria serving line. Performs other duties as assigned. Requirements Conditions of Employment Qualifications Resumes must include information which demonstrates experience and knowledge, skills, and ability (KSAs) as they relate to this position. Applicants are encouraged to be clear and specific when describing their experience level and KSAs.A qualified candidate possess the following: Knowledge of the principles of basic food preparation and safety, cash collection, sanitation, and customer courtesy and hospitality. Ability to follow basic recipes, combine ingredients, and prepare all assigned foods. Knowledge of proper techniques for measuring the volume of dry, liquid, and fat ingredients. A basic understanding of recipe construction. Skill in measuring and weighing ingredients to adjust recipe yields according to standard procedures. Ability to comply with proper safety and sanitation procedures, work independently and as a team member, and operate a computerized cash register system and other food service equipment. Education This position does not have a positive education requirement. Additional Information Salary is dependent on experience and/or education.Some positions have special requirements. Selectee may be required to complete a one (1) year probationary period. Participation in Direct Deposit/Electronic Fund Transfer within the first 30 days of employment is required. We utilize E-Verify to confirm selectee\'s eligibility to work in the United States. Salary is dependent on experience and/or education.This announcement may be used to fill additional vacancies within 60 days of issuance of selection certificate. For positions requiring travel more than twice per year, selectee may be required to obtain and maintain in good standing a Government-issued Travel Card for official government travel purposes. Executive Order 12564 requires a Federal workplace free of illegal drugs. According to the Executive Order, all Federal employees are required to remain drug free throughout their employment. Commander, Navy Installations Command is a Drug-Free Federal Workplace. The use of illegal drugs will not be tolerated, and use of or intoxication by illegal drugs will result in penalties up to and including removal from Federal Service.
