MWR Front Desk Associate

Summary

This position is assigned to the Morale, Welfare, and Recreation (MWR) Recreational Lodging Program; Fleet Readiness (N92); Commander, Navy Installations Command (CNIC). 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.

Duties

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• 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.
• Provides assistance in handling customer complaints, involving management as necessary.
• Receives requests and processes reservations within established guidelines. When rooms/spaces are not available, provides an option to be on a waitlist and/or alternative lodging or RV Parks in the area.
• Registers and assigns rooms/spaces to guests, transmitting and receiving messages, keeping records of occupied rooms/spaces 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.
• Ensures guest security and privacy is maintained at all times.
• Interacts with guests professionally; answers questions concerning the facility, amenities, and provides information about local attractions.
• Inventories all keys and any other supplies or amenities maintained at the front desk. Keeps the front desk and lobby area clean and neat.
• Runs and prints various reports from the PMS such as Expected Arrivals, Departure List, In-House Guest List and Night Audit reports, as requested.
• Answers phones and transfers calls to appropriate individuals.
• Logs trouble calls in the PMS and ensures the appropriate department is notified. Relocates guest to a different room when required.
• Retrieves Lost and Found items and contacts the guest regarding lost or found items.
  
  

Requirements

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Conditions of employment

• 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 employment.
• 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 incumbent 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 driver’s license. Travel to other Recreational Lodging facilities may be required within the normal scope of duties.
  
  

Qualifications

• Knowledge of daily front desk operations of a hotel or RV Parks.
• Knowledge of basic principles, concepts, standards, and regulations related to hospitality operations.
• Knowledge of an automated property management system(s)
• Skill in resolving customer complaints.
• Skill in the use of Microsoft Office Programs (e.g., Word, Excel, Power Point, Outlook).
• Skill in basic math.
• Skill in reading.
• Ability to handle, control, and account for large amounts of cash.
• Ability to handle, address and resolve customer complaints.
• Ability to communicate effectively both orally and in writing, in English.
  
  

Education

N/A

Additional information

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 Installations 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.

Non-U.S. citizens with fewer than three years of recent residential history in the U.S. may be determined ineligible for employment. 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.

In accordance with the Real ID Act of 2005, if a candidate or new hire requires access to a military installation and does not have a REAL ID, identity will need to be established. Identity is established by presenting either one (1) Acceptable Credential or by presenting an acceptable combination of Source Identify Documents. Acceptable Credentials are listed in List A and Acceptable Source Identity Documents are listed in Lists B and C in the link below (page 3). If using an Acceptable Credential, only one (1) from List A is required and if using Acceptable Source Identity Documents, one (1) from List B and one (1) from List C is required.

https://www.oni.navy.mil/Portals/12/Vistors/Base Access Form.pdf?ver=2017-08-28-065204-693

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

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