**Lead Front Desk Associate NGIS - Full Time: NF-0303-02**

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Announcement Number:VA-21-081 Department:Lodging/Hospitality Location:Florida Position Status:Regular, Full Time Salary:16.50 - 16.50 Hourly **INTRODUCTION**

This position is located at Navy Gateway Inns & Suites operation at NAME OF COMMAND. The incumbent will lead employees performing the daily operations of the front desk and/or reservation functions for the lodging program.

**MAJOR DUTIES AND RESPONSIBILITIES**

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 traction 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 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.

Performs other duties as assigned.

**FACTOR 1. KNOWLEDGE REQUIRED BY THE POSITION**

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.

**FACTOR 2. SUPERVISORY CONTROLS**

The immediate 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.

Consult with supervisor when work practices, techniques, records, and other functions are not in compliance with instructions.

**FACTOR 3. GUIDELINES**

The incumbent carries out assignments in accordance with various DOD and Navy regulations. Demonstrates good judgment and knowledge in selecting, interpreting and applying the appropriate regulations and policies when necessary.

**FACTOR 4. COMPLEXITY**

This operation conducts business 24 hours a days, 365 days a year. Customer service is of the foremost importance in this position.

Work involves a variety of different and unrelated functions. Incumbent must possess the ability to learn and apply rules, regulations and instructions pertaining to lodging operations.

Front desk personnel work various shifts. The incumbent 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 oversight for the front desk operation. 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.

Independent judgment is required to determine the appropriate response to operational and administrative issues that arise when the supervisor or higher level management is not present.

**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.

**FACTOR 8. 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.

**FACTOR 9. WORK ENVIRONMENT**

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

**SPECIAL REQUIREMENTS**

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 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.

May be required to possess a valid state drivers license. Travel to other facilities may be required within the normal scope of duties. Applicants will be notified when this is a requirement for appointment.

The incumbent is required to obtain Navy Lodging Program (NLP) front desk certification within 6 months of employment, as well as, any other requirements outlined in the Lodging Career Path Guide.

**HOW TO APPLY**

All applica