Front Desk Associate - Unaccompanied Housing

Job Title

Job Description

Duties include but are not limited to:

• Ensures security of all guests is maintained at all times.
• Ensures guest privacy is maintained at all times.
• Possesses a welcoming manner and positive attitude; demonstrates effective communication skills; professionally interacts with guests; answering guest questions concerning hotel facilities; and provides information about local attractions.
• Provides assistance in handling customer complaints, involving management as necessary.
• Utilizes the Property Management System (PMS) to access guest information, retrieve reservation information, change or cancel reservations as requested by the guest, or register guests. Verifies registration information, secures a credit card for incidental expenses, and authorizes credit cards for room charges. Provides guests with their room key or card.
• Receives requests and processes reservations within established guidelines. When rooms are not available, provides a certificate of non-availability (CNA) and/or alternative lodging in the area.
• 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 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 inventorying all keys and any other supplies or amenities maintained at the front desk. Keeps the front desk and lobby area clean and neat.
• Required to run and print various reports from the PMS such as Expected Arrivals, Departure List, In-House Guest List, and Night Audit reports as needed.
• Answers phones and transfers calls to appropriate individuals and replies to guest questions.
• Logs trouble calls in the PMS and ensures the appropriate department is notified. Relocates guest to a different when required.
• Required to retrieve Lost and Found items and contact the guest regarding lost or found items as needed.
• Performs other related duties as assigned.

Supervisory Controls Works under direct supervision of the Front Desk Associate Leader or Supervisor, that makes selected continuing or individual assignments by indicating generally what is to be done, the limitation, quantity, and the priority or deadline of assigned work tasks. Recurring assignments are carried out independently without specific instructions. Situations involving unfamiliar problems not covered by instructions are referred to the supervisor for resolution.

Completed assignments are reviewed to assure that work practices, techniques, records, and other functions are technically accurate and in compliance with instructions.

Guidelines The incumbent works under normal supervision. Incumbent is expected to perform daily work on own initiative and carry out assignments in accordance with DOD and Navy regulations. The leader/supervisor will provide suggestions for handling unusual situations.

Complexity Works consists of cash handling and clerical duties. The operation conducts business 24 hours a day, 365 days a year. Customer service is of the foremost importance in this position. Front desk personnel work various shifts. The incumbent, over a period of time, will be required to work each shift and must be trained to accomplish a variety of tasks.

Scope and Effect The purpose of the work is to provide front desk services. The work directly contributes to the military members, retirees, civilians and family member's quality of life, mission readiness and contributes to job satisfaction and retention of valuable members.

Personal Contacts Contacts are with regional staff, all department heads, lodging staff and tenant commands, especially those tenant command personnel residing in the lodging facilities. Contacts may include contractors, vendors and representatives of private industry.

Purpose of Contacts The purpose of contacts is to coordinate and/or obtain information relating to the front desk operation.

Physical Demands Work is primarily performed in an office environment. Requirements include extended periods of standing, walking and lifting/carrying objects up to 30 pounds.

Work Environment Work is performed primarily indoors in areas that normally have adequate heat, light and ventilation.