Lead Front Desk Associate

overview

this position is assigned to the morale, welfare, and recreation (mwr) recreational lodging program; fleet readiness (n92); commander, navy installations command; nas key west. The incumbent performs front desk and/or reservation functions for the mwr recreational lodging program. Recreational lodging operations may include recreational vehicle (rv) parks, vacation rentals (cottages, cabins, single houses, townhomes, duplexes, mobile homes, hotels, apartments, and yurts), and/or campgrounds.

• 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 transactions 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 desk operations & 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 lodging in 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 liaises 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.
• performs other duties as assigned.

• must meet federal employment suitability requirements and successful completion of background investigation. Background investigations are conducted using fingerprint identification and completion of background inquiry forms.
• must successfully pass the e-verify employment verification check. Any discrepancies must be resolved as a condition of…