This position is located at the Unaccompanied Housing. This position will perform front desk functions for the lodging program.
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.
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.