Navy Region Naval District Washington Fleet and Family Readiness (FFR) ยท 2 days ago
LEAD FRONT DESK (UNACCOMPANIED HOUSING)
Bethesda, MD
Full-time
Onsite
New Grad, Entry, Mid Level
0+ years expNavy Region Naval District Washington Fleet and Family Readiness (FFR) is seeking a Lead Front Desk associate for their Unaccompanied Housing program. This role involves leading front desk operations, managing reservations, and ensuring excellent guest services while supervising other associates.
Military
No H1B
U.S. Citizen Only
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 transactions 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
Qualification
Required
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 and use a Point of Sale (POS) System
Preferred
1 year work experience preferred
Company
Navy Region Naval District Washington Fleet and Family Readiness (FFR)
OUR VISION Deliver dynamic, innovative, and integrated programs and services that inspire Sailors and Navy families to thrive throughout their military life cycle.
5001-10000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase