Lead Front Desk Associate

Full Job Description

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

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.

In order to qualify for this position, your resume must provide sufficient experience and/or education, knowledge, skills, and abilities, to perform the duties of the specific position for which you are being considered.

Your resume is the key means we have for evaluating your skills, knowledge, and abilities, as they relate to this position.

Therefore, we encourage you to be clear and specific when describing your experience. All non-government positions identified on your resume must include complete address and to and from dates.

Government positions must include pay plan, series, grade, to and from dates and address of the agency/organization. One year of specialized experience directly related to the duties described above.

Qualifying experience must have been equivalent to the next lower level in the normal line of progression.

Specialized experience must demonstrate the following: 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.

You will receive credit for all qualifying experience, including volunteer and part time experience.

You must clearly identify the duties and responsibilities in each position held and the total number of hours per week.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., professional, philanthropic, religious, spiritual, community, student, social).

Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment.

As part of the application process, you must complete and submit an occupational questionnaire and your RESUME MUST SUPPORT AND VALIDATE YOUR ANSWERS or you may be removed from consideration.

ONLY THE MOST HIGHLY QUALIFIED CANDIDATES WILL BE REFERRED. IF MANAGEMENT DOES NOT WISH TO SELECT A HIGHLY QUALIFIED CANDIDATE, THEY MAY REQUEST A REFERRAL LIST INCLUDING WELL OR QUALIFIED APPLICANTS.

Please follow all instructions carefully.

Errors or omissions may affect your rating and/or appointment eligibility.PLEASE READ THIS VACANCY ANNOUNCEMENT IN ITS ENTIRETY TO ENSURE ALL REQUIREMENTS ARE ADDRESSED IN YOUR APPLICATION PACKAGE.

KEY REQUIREMENTS/CONDITIONS OF EMPLOYMENT Males must be registered or exempt from Selective Service. https://www.sss.gov/register/ Selectee must be determined suitable for federal employment.

Selectee may be required to successfully complete a probationary period. Selectee is required to participate in the direct deposit pay program. Social Security Card is required.

Satisfactorily complete an employment verification (E-VERIFY) check. As of May 7, 2025, The REAL ID act requires visitors to have a REAL ID or passport to access to Government Facilities.

This will be a requirement for employment. A favorable background is a requirement of this position.

Failure to obtain and maintain a favorable background may result in the withdrawal of the position offer or removal.

NOTE: Applicants have the ability to perform an E-Verify Self Check to confirm employment eligibility at http://www.uscis.gov/mye-verify/self-check.

Although a Self-Check is not mandatory, it can be a useful tool for applicants to find out if there is a problem with their employment eligibility records and resolve any issues before taking a job.

Major Duties:

Duties include but are not limited to: 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 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.