Guest Service Representative (Night Audit) Navy Lodge PT w/ Benefits

About the role

Serves as the first point of contact with guests at a Navy Gateway Inn and Suites and/or Navy Lodge property. Handles all stages of a guest’s stay, accommodates special requests, resolves issues, and ensures the safety, security, and privacy of all guests. Overnight shifts are regularly scheduled.

Responsibilities

• Provide a welcoming manner and positive attitude; interact professionally with guests, answering questions about lodging facilities, amenities, and local attractions.
• Assist guests with requests in person or via telephone, including making, confirming, or canceling room reservations, collecting payments, presenting receipts, and managing check-in/check-out processes.
• Greet and welcome guests, maintaining outstanding guest relations at all times.
• Complete mandatory training for overnight shifts and fill schedule gaps due to call-outs, no-shows, or vacations.
• Communicate with lodging associates and chain of command regarding operations, guest issues, or urgent situations.
• Apply knowledge of standard operating procedures, patron eligibility, and reservation guidelines; issue Certificates of Non-Availability (CNA) or alternative lodging options when rooms are unavailable.
• Reconcile shift transactions, ensuring complete balancing of accounts while maintaining guest service.
• Resolve guest complaints, including adjusting room fees or check-in/check-out times within program policy.
• Register and assign rooms, issue keys/cards, transmit messages, and maintain records of occupied rooms and guest accounts.
• Operate a multi-line telephone system, answer inquiries about services, base facilities, area attractions, and travel directions.
• Maintain inventory of front desk supplies, keys, and amenities; keep the front desk and lobby area clean and safe.
• Utilize the Property Management System (PMS) to access guest information, retrieve or modify reservations, verify registration details, and secure credit cards for incidental expenses.
• Retrieve and log Lost and Found items, contact guests regarding lost or found belongings.
• Log trouble calls in the PMS and notify appropriate departments.
• Relocate guests to different rooms when required.
• Operate POS systems to record sales from convenience stores, if applicable, and maintain adequate supply levels.
• Handle wake-up calls promptly and accurately.
• Type miscellaneous memos or correspondence as required.
• Maintain guest security, exchange and log rotating change funds, and securely manage guest safety deposit boxes.
• Generate and print reports from the PMS, such as Expected Arrivals, Departure Lists, In-House Guest Lists, and Night Audit reports.
• Verify accuracy of charges and correct errors; prepare Close Bank Reports and end-of-day reconciliations.
• Set up, maintain, and clean the complimentary self-service breakfast bar, including heating, displaying, and replenishing items.
• Obtain proper food handling certifications, if applicable.
• Assist in the laundry facility and issue/deliver supplies to guests, if required.
• Possess a valid state driver’s license to travel to other lodging facilities within the normal scope of duties, if needed.
• Work all shifts, including weekends and holidays, as scheduled; may be called upon to maintain operations during emergencies or supervisor absence.
• Obtain NEXCOM Hospitality Group (NHG) front desk certification within 6 months of employment.
• Perform other duties as assigned.

Requirements

• One (1) year of general office clerical experience demonstrating the ability to perform clerical duties satisfactorily.
• One (1) year of progressively responsible experience related to the position to be filled.
• Education substitution: Study completed in a college, university, or junior college above the high school level may substitute one-half academic year of study for 6 months of experience.

Schedule

Part-time (20 - 34.5 hours per week).

Primary Location: United States-Washington-Oak Harbor