Clarification from the agency

Open to Public

Supervises employees to include: assigning and distributing work, coaching, counseling, tutoring, and mentoring employees; recommending and disapproving leave, recommending personnel actions, completing performance reviews and training employees. Interviews applicants and recommends selections to manager. Keeps abreast of and actively supports the principles of the EEO program, and prevention of sexual harassment. Must be alert to alcohol abuse, and take appropriate action.
Performs administrative duties including, but not limited to, gathering and combining statistical data from each shift, scheduling, group reservations, etc. Monitors the assignment of tenants to available quarters. Provides training to leads and desk agents in areas of front desk operations including, but not limited to, customer relations, proper telephone techniques, administration and technical responsibilities, as well as branch policies and procedures as it relates to front desk duties. Responsible for creating and posting schedules ensuring proper coverage of all shifts.
Participates in regular or periodic surveys to identify front desk requirements or deficiencies and prepares various reports as they relate to front desk operations.
Conducts and ensures the efficient operation of the front desk. Maintains registration log of all request for future occupancy and answers e-mails pertaining to advance reservations. Assigns and escort guest to their rooms, explains facilities available, and when directed inspects rooms and common areas for service ability and cleanliness. Keeps records and prepares reports pertaining to advance reservations.
 

Maintains custody of supplies, furniture and equipment as it relates to front desk operations. Checks guests in and out of facility. Accepts reservations both in person and by phone consistent with Hotel Management System, Epitome. Answers telephone inquiries about billeting functions such as space available, fees, and general information regarding base activity accommodations. Accepts and applies payments to guest folios; prepares statements when billeting is not available.
Maintains all folios in updated and accurate manner in accordance with current instructions. Post all each day. Conducts and monitors audit reports, posting transactions by individual categories, i.e., individual reservations, guest locator, available rooms and housekeeping reports, etc. Records all MasterCard, Visa, and American Express charges in ledger. May be required to verify monies handled daily and prepare a Daily Activity Report. Coordinates with both housekeepers and maintenance section ensuring complaints, repairs or special request by guest are identified. Provides follow-up assistance with guest, if necessary.

Provides World Class Customer Service with an emphasis on courtesy. Assists customers and communicates positively in a friendly manner. Acknowledges customers, smiles and makes eye contact. Asks questions to determine, verify and solve problems. Checks for satisfaction on the quality of goods and services. Takes action to solve problems quickly. Alerts the higher level supervisor, or proper point of contact for help when problems arise.
Adheres to safety regulations and standards. Uses required safety equipment, and observes safe work procedures. Promptly reports any observed workplace hazards, and any injury, occupational illness, and/or property damage resulting from workplace mishaps to the immediate supervisor.

This is a white-collar position where occasional lifting up to 20 lbs may be required.

Conditions of employment

• See Duties and Qualifications

EVALUATIONS:

Qualifications

Three years experience in hotel operations, reception or other related environment. Must be able to operate a property management system to input codes and prepare reports. Must be able to accurately handle and count money.

An equivalent combination of education and experience may be substituted for the qualifications above.

How you will be evaluated

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

Your application/resume and supporting documentation will be used to determine whether you meet the job qualifications listed on this announcement. This vacancy will be filled by the best qualified applicant as determined by the selecting official.