Overview

Duties

As a Front Desk Associate, you will perform variety of tasks in the Front Desk check in area. Major duties and responsibilities include, but are not limited to, the following. Training provided.

Monitors telephones and takes reservations

  • Check guest in and out of the hotel
  • Serves as a POC for guest inquires and or concerns at the front desk
  • Monitors room inventory through PMS while maximizing utilization of room inventory
  • Process group reservations
  • Process reporting requests for data analysis
  • Reconcile room revenue through PMS system
  • Ensures security and privacy of all guests are maintained at all times.

Must possess a welcoming manner and positive attitude; demonstrate effective communication skills; professionally interact with guests; answering guest questions concerning hotel facilities; and provide information about local attractions.

Provide assistance in handling customer complaints, involving management as necessary.

Utilizes the Property Management System (PMS) to access the 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 card 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.

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. Logs trouble calls in the PMS and ensures the appropriate department is notified. Relocates guest to a different room when required.

May be required to retrieve Lost and Found items and contact the guest regarding lost or found items.

Performs other related duties as assigned.

Requirements

Conditions of Employment

  • Must pass all applicable records and background check.
  • Must successfully pass the E-Verify employment verification check. Any discrepancies must be resolved as a condition of employment.

Qualifications

Resumes must include information which demonstrates experience and knowledge, skills, and ability (KSAs) as they relate to this position. Applicants are encouraged to be clear and specific when describing their experience level and KSAs.

Factor 1. Knowledge Required By The Position

A qualified candidate possesses the following:

Preferred 6 months of work experience that demonstrates knowledge of basic principles, concepts, standards, and regulations related to hospitality operations. 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.

FACTOR 2. SUPERVISORY CONTROLS

The leader/supervisor 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.

FACTOR 3. GUIDELINES

The incumbent works under normal supervision. Incumbent isexpected 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.

FACTOR 4. COMPLEXITY

The operation conducts business 24 hours a days, 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.

FACTOR 5. 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.

FACTOR 6. CONTACTS

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

FACTOR 7. PURPOSE OF CONTACTS

Contacts are made to coordinate and/or obtain information relating to the front desk operation.

Education

This position does not have a positive education requirement.

Additional information

To ensure compliance with an applicable preliminary nationwide injunction, which may be supplemented, modified, or vacated, depending on the course of ongoing litigation, the Federal Government will take no action to implement or enforce the COVID-19 vaccination requirement pursuant to Executive Order 14043 on Requiring Coronavirus Disease 2019 Vaccination for Federal Employees. Therefore, to the extent a Federal job announcement includes the requirement that applicants must be fully vaccinated against COVID-19 pursuant to Executive Order 14043, that requirement does not currently apply. Federal agencies may request information regarding the vaccination status of selected applicants for the purposes of implementing other workplace safety protocols, such as protocols related to masking, physical distancing, testing, travel, and quarantine.

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. 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 Region Mid-Atlantic 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.