MWR 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 (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.

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. Major Duties:

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.