Desk Clerk

Summary

This position is located at JEB Little Creek-Fort Story, Fleet and Family Readiness Department, Fleet Readiness, Navy Getaways Program, Virginia Beach, VA. The purpose of this position is to perform front desk and/or reservation functions.

• Receives requests and processes reservations within established guidelines. When rooms are not available suggests alternate lodging possibilities.
• Makes reservations for incoming guests using the Property Management System (PMS) to access guest information, retrieve reservations, change or cancel reservations as required by the guest, secure a credit card for room charges and issues reservation. Provides guests with room key, card and site location.
• Interacts with guests; answers questions concerning facilities and local attractions/amenities. Provides assistance in handling customer complaints and involves management on controversial or unprecedented matters as necessary.
• Answers phone calls and replies to inquiries or refers to others to answer as appropriate.
• Logs trouble calls in the PMS and ensures appropriate departments are notified. Relocates guests when necessary.
• Answers inquiries on lost and found items and contacts guests and offers advice for retrieval, safeguards items found until proper guest or authorities remove from activity.
• Ensures security and guest privacy are maintained at all times.
• Receives and is accountable for a change fund and will prepare and close out bank reports presenting and collecting payments as necessary.
• Inventories and is responsible for safeguarding of keys, supplies and amenities at the front desk.
• Responsible for cleanliness of front desk and surrounding lobby areas.
• May be required to comprise and print various reports from the PMS such as guests expected arrivals, departure lists, in-house guest lists and night audit reports.
• Perform other duties as assigned.

QUALIFICATIONS REQUIRED FOR THE POSITION: Preferred 6 months of Work Experience that demonstrates knowledge of basic principles, concepts, standards, and regulations directly related to hospitality operations.

• Position has been designated Non-Critical sensitive. As a position of trust, employment is conditional on the successful completion of an Access National Agency Check (ANACI).
• Must possess and maintain a current driver's license, as travel may be required in a government vehicle.

• This position may be designated ALPHA personnel for inclement weather or in the interest of national security and may be required to report for work when other employees are excused.
• This position is subject to the possibility of working on weekends and holidays, as well as rotating shifts, often consisting of hours 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.
• The incumbent is required to obtain front desk certification or industry equivalent within 6 months of employment, as well as any other requirements outlined as part of a Lodging program.

• Must pass all applicable records and background checks.
• Must successfully pass the E-Verify employment verification check. Any discrepancies must be resolved as a condition of employment.
• Starting May 7, 2025, non-affiliated individuals requesting access will need a REAL
  -compliant driver's license or another acceptable form of identification to access CNIC Installations.

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

• Must possess a welcoming manner and positive attitude; demonstrate effective communications skills to professionally interact with guests.
• 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 verbally and in writing.
• Must possess cash handling procedures and safeguarding 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 limitations, quantity, and priority or deadlines 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 are technically accurate and in compliance with instructions.
• FACTOR
  3. GUIDELINES
  :
  Guidelines include, but are not limited to, BUPERSINST 1710.11C, CNIC 5300.2, local policies, SOPs and instructions. All established programs and policies enable the incumbent to carry out duties without further instruction. Incumbent is…