Duties
Leads three or more associates in the daily operations of the Front Desk, reservations and guest services. May lead Front Desk Associates, Night Auditor and Group Coordinator.
May be required to act as the supervisor in his or her absence. May endorse leave requests and input to work schedules.
Reports to supervisor on performance, progress and training needs of employees, and on behavior problems of employees.
Ensures security measures are maintained at all times.
Ensures guest privacy is maintained at all times by monitoring business tractions of Front Desk Associates.
Monitors and trains to ensure associates provide a welcoming manner and positive attitude; demonstrates effective communication skills; professionally interacts with guests;answers guest questions concerning hotel facilities; and provides information about local attractions.
Provides training and assistance in how to handle customer complaints. Reports status and involves management as necessary.
Serves as the point of contact for resolving administrative problems. Provides guidance, reviews workload and routine operational issues, and complaints related to front deskoperations & reservations.
Monitors room availability, registers, and assigns rooms to guests, issuing room keys or cards, transmitting and receiving messages, keeping records of occupied rooms and guest accounts, making and confirming reservations, and presenting statements to and collecting payments as necessary.
Receives requests and processes reservations within established guidelines. When rooms are not available, provides a certificate of non-availability (CNA) and/or alternative lodgingin the area.
Utilizes the Property Management System (PMS) to access guest information, retrieve reservation information, change or cancel reservations as requested by the guest, or register the guests. Verifies registration information and secures a credit card for incidental expenses and authorizes the credit card for room charges. Provides guests with their room key or card.
May be required to check all DV/VIP rooms prior to guest arrival to ensure the room is clean and ready for occupancy and reports status to supervisor.
May be required to coordinate group registration and check out utilizing the PMS.
Establishes direct bills where appropriate and liaisons with front desk staff and/or Community Support Services Offices (CSSO) with billing questions or issues.
May be required to run and print various reports from the PMS; such as Expected Arrivals, Departure List, In-House Guest List and Night Audit reports.
Answers phones and transfers calls to appropriate individuals and replies to guest questions.
Receives and is accountable for a change fund. Prepares Close Bank Report and deposits cash receipts at the end of each shift in accordance with established procedures.
Responsible for the accountability of all room keys and any other inventory maintained at the front desk. Keeps the front desk and lobby area clean and neat.
Reconciles room status with the housekeeping report & coordinates with housekeeping and maintenance department to ensure rooms are ready for occupancy.
May be required to train new front desk associates and monitor performance providing coaching/counseling as required.
Requirements
Conditions of employment
- Must have your salary sent to a financial institution of your choice by Direct Deposit/Electronic Funds Transfer
- Must successfully pass the E-Verify employment verification check. Any discrepancies must be resolved as a condition of employment
- May be required to working on weekends and holidays, as well as rotating shifts, often consisting of other than normal duty hours. The staff member may be recalled to duty and/or required to work overtime, as necessary to meet mission requirements.
Qualifications
Requires 6 months (1 year preferred) work experience that demonstrates knowledge of basic principles, concepts, standards, regulations and administration related to customer service,reservations and/or front desk operations.
Must understand the daily operation of a hotel and have a working knowledge using automated PMS.
Must be skilled in the use of a personal computer and various software programs.
Must possess basic math and reading skills.
Must be able to communicate clearly and effectively both verbally and in writing in English.
Ability to handle, control, and account for large amounts of cash and use a Point of Sale (POS) System.
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.
Spouses of active duty military members of the Armed Forces may receive preference in hiring under this announcement if they are among the best qualified referred and are within reach of selection. Spouse Preference does not apply to NF 04 and NF 05 positions. Please clearly identify in your application that you are asking for spouse preference and complete the Request for Military Spouse Preference form and submit a copy of current PCS orders. Failure to submit current PCS orders with application will prevent spousal preference from being granted. Acceptance or declination of a regular full or part-time non-appropriated or appropriated fund position ends your ability to claim this preference.
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.
SELECTIVE SERVICE REQUIREMENT: If you are a male born after December 31,1959 and at least 18 years of age, employment law (5 U.S.C. 3328) requires that you must register with the Selective Service System (military draft), unless you meet certain exemptions. If applicable, failure to register will prevent you from being considered for employment. To register, please visit the Selective Service web site at https://www.sss.gov/register/.
Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.