(NGIS WALLOPS ISLAND) GUEST SERVICE SUPERVISOR

Job Summary:

Supervises subordinate NEXCOM Hospitality Group (NHG) staff responsible for daily operations of the front desk. Keeps appropriate management in chain of command abreast of situations that exceed the span of authority necessary to implement correction actions.

Duties and Responsibilities:

• Responsible for NHG front desk operations to include: lobby appearance, guest service, office operations, etc.
• Required to work all shifts including holidays as scheduled.
• Communicates with all NHG personnel and chain of command concerning operations guest issues or situations that exceed span of authority and require elevation to immediate supervisor.
• Utilizes various modes of communication to assists guests (in person, via telephone, email, etc.) to secure room reservations and/or cancellations, payments, inquiries, check-in/check-out, authorizing, patron verification, guest room assignments, credit card, processing express check-out, etc.
• Trains associates on NHG systems standards, operating procedures, SOP's, etc. Monitors and ensures staff completes all required annual training within designated timeframe. Completes work schedules and assigns work, checks quality of work performed, monitors productivity, and motivates staff to improve performance and encourages further development.
• Approves/disapproves leave requests, documents attendance, and utilizes payroll system to enter schedules, annotate leave, and provide General Manager with daily payroll expense reports.
• Issues room keys, sorts incoming mail and messages, and deposits guest valuables in safety-deposit boxes as requested. Controls inventory, quantity of associates uniforms, ensuring that approved uniforms and name badges are worn and maintained in proper condition.
• Operates a multi-line telephone system, records and delivers messages as required, and answers inquiries pertaining to services, base facilities, area attractions, and travel directions.
• Utilizes computerized Property Management System (PMS) to generate reports, input statistical data, and reviews and monitors same for accuracy.
• Operates Point of Sale (POS) to record sales from convenience store, if applicable, or to enter daily sales transactions.
• Reconciles daily transactions of all accounts and outlets of the NHG property ensuring complete reconciliation of balances while maintaining guest service at all times.
• Executes night audit functions, reviews audit packs, and research (and where possible, and applicable) resolves discrepancies. Assists NHG management with end of month reporting. May be required to act as Government Purchase Card holder and maintain required records.
• Acts as Manager on Duty as assigned to maintain continuity in absence of General Manager.
• Must satisfy all training and requirements for position in conjunction with job duties.
• May be called upon to maintain operations during heavy weather and other emergencies.
• Participates in hiring front desk staff, evaluates and counsels' staff, completes performance evaluations, approves leave requests, and recommends performance awards.
• May be required to assist with the set-up and breakdown of the complimentary breakfast bar and other events in the lobby area. May be required to assist with set-up and breakdowns of chairs and tables used during special functions and clean immediate and surrounding areas upon conclusion of the event.
• Creates and submit purchase requisitions for NHG facility supplies and guest amenities in accordance with established SOP. Maintains adequate supplies on hand in order to meet operational requirements. Monitors equipment and usage to ensure optimum performance. Makes trouble calls to appropriate departments companies to have authorized repairs completed.
• Ensures operating procedures are in compliance with state and federal regulations with regard to OSHA and the NHG. Maintains a clean and safe environment for guests and associates.
• Reviews and has knowledge of departmental budgets. Monitors monthly expenses including payroll, supplies, and amenities.
• Responsible for security of guest's rooms and assigned pass key. Properly documents room keys issued and returned to the Key Log Control and reports lost keys immediately to NHG General Manager.

Performs other related duties as assigned

GENERAL EXPERIENCE

Two (2) years of experience in administrative, professional, investigative, or other responsible work which enabled the applicant to gain a general knowledge of business practices and administrative processes, skill in dealing with others in person-to-person work relationships and the ability to exercise mature judgment.

OR SUBSTITUTION OF EDUCATION FOR EXPERIENCE

One (1) year of academic study above the high school level successfully completed in a hotel lodging hospitality school may be substituted at the rate of one-half academic year of study for six (6) months of general experience provided such study included a minimum of six (6) semester hours or the equivalent per year in subjects related to the specialized field.

AND SPECIALIZED EXPERIENCE

One (1) year of responsible experience in administrative, supervisory, professional, or technical work that demonstrated knowledge of Navy Lodge front of house operations or similar work which demonstrated knowledge and abilities within a guest services environment.