GUEST SERVICES AGENT NF2 (RFT) FIVE PALMS

Full Job Description

Marine Corps Community Services (MCCS) is looking for the best and brightest to join our Team!

MCCS is a comprehensive program that supports and enhances the quality of life for Marines, their families, and others in the Marine Corps Community.

We offer a team oriented environment comprised of military personnel, civilian employees, contractors and volunteers who keep the organization functioning smoothly and effectively.

At least six months of experience in a hotel or hospitality environment or in progressively responsible office, customer service or other work which indicates the abilities to acquire the particular knowledge and skill to perform the duties of the job.

Ability to operate a personal computer and peripheral equipment using Microsoft software or a similar integrated software program.

Working knowledge of word processing, databases, spreadsheets, and graphics utilization and implementation. Excellent oral and written communication skills.

Basic knowledge of business mathematics and computing charges. Excellent communication and interpersonal skills to effectively interact with guests, organizers, and hotel staff. Major Duties:

The Guest Services Agent (GSA) performs a variety of guest service duties while assisting the operation of a lodging activity within Inns of the Corps or Marine Lodge Five Palms.

Greets and check-in arriving and departing guests. Serve as the point of contact for all Marine and Guest questions, concerns, and needs while staying at the lodging facility.

Monitor PBX and telephone functions, answer incoming calls and in-house Guest and staff calls.

Assists with all guest reservations May assign rooms, issue keys, calculate and post charges to guest accounts, collect guest payments, complete administration/clerical duties as assigned or needed, maintain front desk and work order logs and/or computerized log apps, as well as operate the front desk.

Receives guest complaints, compliments and requests. Aids management and the guest in finding solutions to their problems or challenges to the best of their ability.

Sells retail and sundry merchandise. Restocks sundry or retail shop and presents merchandise in a neat and orderly fashion. Conducts monthly inventory.

Receives product and make recommendations on reorders.

Also, responsible for performing a full range of services including ensuring hotel operation accounting is correctly processed and accurately recorded during the overnight or graveyard shift if required.

Incumbent must be able to work autonomously, independently and alone while performing the following responsibilities: auditing, balancing, posting, annotating and reporting of guest services transactions using an automated system.

May work any shift as required, including overnight shifts.

GSAs must always maintain a professional appearance and courteous demeanor, and embody the ideals outlined and taught in the Guest Service Gold course.

A key role for GSAs is to seek opportunities to "WOW!" a guest and exceed expectations through creativity and teamwork. Provides concierge services when needed.

Assists patron satisfaction by providing guests with any required assistance and resolving complaints/customer issues.

Notifies the higher-level supervisor, or proper point of contact for any unusual situations or incidents that require immediate attention.

Assists customers and communicates positively in a friendly manner. Takes action to solve problems quickly. Alerts the higher-level supervisor or proper point of contact for help when problems arise.

Adheres to safety regulations and standards.

Promptly reports any observed workplace hazards, and any injury, occupational illness, and/or property damage resulting from workplace mishaps to the immediate supervisor.

Adheres to established standards of actively supporting the principles of the EEO program and prevention of sexual harassment. Performs other related duties as assigned.

This is a white-collar position where occasional lifting up to 20 lbs. may be required.