Leads three or more associates in the daily operation of the Front Desk; reservation and guest services.  May lead Front Desk Associates, Night Auditor and Group Coordinator.  

May be required to act as supervisor in his or her absence.   May endorse leave requests and input to work schedule. 

Reports to supervisor on performance, progress and training needs of the employee, and on behavior problems of employees. 

Ensures security measures are maintained at all times. 

Ensures guests privacy is maintained at all times by monitoring business transactions of Front Desk Associate.

Monitors and trains to ensure associates provide a welcoming manner and positive attitude; demonstrate effective communication skills; professionally interact with the guests; answers questions concerning hotel facilities; and provide 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 the front desk operations & reservations

Monitors room availability, registers, and assigns room to guests, issuing room keys or cards, transmitting and receiving keeping record 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. 

Mat be required to coordinate group registration and check out utilizing the PMS.

Establishes direct bills where appropriate and liaisons with the front desk staff and/or Community Support Services Office (CSSO) with billing questions or issues. 

May be required to run and print various reports form 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.  Prepare Close Band Report and deposits cash receipts at the end of each shift in accordance 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.

Conditions of employment

PLEASE READ THIS VACANCY ANNOUNCEMENT IN ITS ENTIRETY TO ENSURE ALL REQUIREMENTS ARE ADDRESSED IN YOUR APPLICATION PACKAGE.

KEY REQUIREMENTS/CONDITIONS OF EMPLOYMENT

You must be a US Citizen.

Males must be registered or exempt from Selective Service. http://www.sss.gov

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.

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. 

Qualifications

Specialized experience must demonstrate the following:

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 posses 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. 

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.

Please follow all instructions carefully. Errors or omissions may affect your rating and/or appointment eligibility.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

All resumes will be reviewed to determine if they meet the hiring eligibility and qualification requirements listed in this announcement, and will be rated based on the information provided in the resume to determine the level of knowledge, skill, and ability, related to the job requirements. Using the qualifications of the position, a predetermined rating criterion of knowledge, skills, and abilities will be used for each resume. Best qualified applicants will be referred to the hiring manager. The selecting official may choose to conduct interviews.