Ensures security measures are maintained at all times. 

Ensures guest privacy is maintained at all times.

Must possess a welcoming manner and positive attitude; demonstrate effective communication skills; professionally interact with guests; answering guest questions concerning hotel facilities; and provides information about local attractions. Provide assistance in handling customer complaints, involving management as necessary.

The function of the position is to supervise front desk operations and reservations including cashiering, reservations, and room assignments to maximize occupancy.

Supervises three or more NF-2 front desk personnel.

The incumbent trains, instructs, and supervises personnel assigned to the Front Desk both in a formal training setting and on the job training.

Assists the Front Office Manager with planning and scheduling ongoing production oriented work for all front desk personnel on a daily, weekly, monthly, and quarterly basis. 

Participates in hiring front desk staff, evaluates and counsels staff, completes performance evaluations, approves leave requests, and recommends performance awards.

Reviews reports from the Night Audit concerning occupancy, vacancy, call accounting system and other related areas. This includes statistical analysis, reporting procedures and analyzing audit reports to ensure accountability of personnel and revenue.

Ensures the front desk operates in accordance with established instructions and procedures. Performs all front desk related duties as required.

Acts as the resident expert regarding the Hotel’s Property Management System (PMS), key card system and CORE inventory management system.

Utilizes the PMS to access guest information, retrieve reservation information, change or cancel reservations as requested by the guest, or register guests. Verifies the registration information, secures a credit card for incidental expenses and authorizes the credit card for room charges. Provides guests with their room key or card.

Resolves administrative problems, routine operational issues, and complaints related to front desk operations. Provides recommended solutions and draft procedures for review and implementation to higher management.

Oversees the front desk change fund and coordinates cash audits quarterly.

Responsible for the accountability of all 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 the housekeeping department to ensure rooms are ready for occupancy. May be required to run/print and interpret various reports from the PMS; such as Accounts Receivable reports, Expected Arrivals, Departure List, In-House Guest List and Night Audit reports.

Performs other related 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 one years of work experience that demonstrates knowledge of basic principles, concepts, standards, regulations and administration related to front desk operations.

Professional knowledge of the lodging organization, administration, policies/procedures, and supervisory practices in conducting day-to-day operations.

Must be skilled in the use of a personal computer and various software programs, including knowledge of the property management system.

Must possess basic math and reading skills.

Must be able to communicate clearly and effectively both verbally 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.

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.