USAJOBS · 4 hours ago
Lead Front Desk Associate
Naval Air Station Key West, Florida, USA
Full-time
Onsite
Mid, Senior Level
$22.50/hr - $22.50/hr
1+ years expUSAJOBS is seeking a Lead Front Desk Associate for the Morale, Welfare, and Recreation (MWR) Recreational Lodging Program at NAS Key West. The incumbent will perform front desk and reservation functions, ensuring guest satisfaction and operational efficiency.
ConsultingGovernmentHuman ResourcesInformation TechnologyInternetStaffing Agency
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 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
Qualification
Required
This position requires an associates degree if applicant does not possess experience required in assessment (6 months of general experience AND 6 months specialized experience)
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
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
Must meet Federal Employment suitability requirements and successful completion of background investigation
Must successfully pass the E-verify employment verification check
You must go through a Personal Identity Verification (PIV) process that requires two forms of identification from the Form I-9
A valid State driver's license is required to operate motor vehicles
Must currently reside within a 50-mile radius of the hiring base
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
As of May 7, 2025, The REAL ID act requires visitors to have a REAL ID or passport to access to Government Facilities
Benefits
A career with the U.S. government provides employees with a comprehensive benefits package.
As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.
Company
USAJOBS
USAJOBS enables federal job seekers to access job opportunities across hundreds of federal agencies and organizations.
10001+ employees
Funding
Current Stage
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