Front Desk Associate - Unaccompanied Housing

Full Job Description

Support the Military's Quality of Life programs!

The Morale, Welfare, and Recreation (MWR) department of Commander, Navy Installations Command (CNIC) provides fitness, recreation, lodging and food and beverage programs for service members, their families, retired military and civilian employees.

This position is assigned to the Non-Appropriated Fund (NAF) Unaccompanied Housing; Fleet Readiness; Commander, Navy Installations command (CNIC); NBK Bangor Knowledge of the goals, basic principles, concepts, standards, and regulations related to hospitality operations.

Skill in the use of Microsoft Office Programs (e.g., Word, Excel, Power Point, Outlook) and others. Skill in providing excellent customer service obtained through prior experience and training.

Skill in basic arithmetic. Ability to competently and independently carry out day to day lodging operations. Ability to maintain records, compile and organize data for reports.

Ability to communicate effectively both orally and in writing. Major Duties:

Answers questions regarding housing facilities; and provides information to service members regarding local resources, on-base facilities and activities.

Provides quality customer service for all internal and external customers, presenting neat, clean and professional appearance at all times. Ensures security of all guests is maintained at all times.

Ensures guest privacy is maintained at all times. Handles customer complaints, referring to manager or higher authority as necessary.

Professionally answers phones and transfers calls to appropriate individuals.

Verifies eligibility and ensures unit or room assignments are made following guidance in Unaccompanied Housing Operations Manual and local policy. Properly executes and documents room transfers.

Assigns residents to ensure "best and highest use" of UH inventory. Ensures check-in and check-out transactions are accurately recorded in the automated military housing system (e.g.

Enterprise Military Housing or similar) and prepare reports from the system when required. Safeguards residents' personally identifiable information.

Creates new and replacement key cards per local policy and guidance. Maintains inventory of all keys/keycards and any other supplies maintained at the front desk.

Provides new residents with linen sets (i.e. bed in the bag). Provides new residents with welcome aboard information, instructions and resources. Facilitates the new resident orientation brief.

Receives and follows up on resident trouble calls, ensuring the appropriate department is contacted for resolution. Reports any resident complaint or concern to the front desk supervisor.

If the issue is an emergency (e.g. personal assault, fire), immediately follows local emergency procedures.

Enforces UH guest and visitor policies and ensures the building resident, UH staff member, or responsible RA escorts non-residents at all times. Keeps the front desk and lobby area clean and neat.

Performs other related duties as assigned.