Title: (PORTSMOUTH NAVY GATEWAY INNS & SUITESLEAD FRONT DESK ASSOCIATE Location: United States-Virginia-Portsmouth Job Number: 220001GA Job Summary: The position leads employees performing the daily operations of the front desk and or reservation functions for the lodging program. Duties and 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 nonavailability 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 DVVIP 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 andor 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 InHouse 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 coachingcounseling as required. Performs other related duties as assigned Qualifications: GENERAL EXPERIENCE: Six months of experience in administrative, professional, investigative or other responsible work which enabled the applicant to gain a general knowledge of business practices and administrative processes; skill in dealing with others in person-to-person work relationships; and the ability to exercise mature judgment. Ability to effectively communicate both orally and written with proficient English. OR SUBSTITUTION OF EDUCATION FOR EXPERIENCE: 1 year of academic study above the high school level successfully completed in a hotel/lodging/hospitality school may be substituted at the rate of one-half academic year of study for 6 months of general experience, provided such study included a minimum of 6 semester hours, or the equivalent, per year in subjects related to the specialized field. AND SPECIALIZED EXPERIENCE: One year of responsible experience in administrative, supervisory, professional or technical work that demonstrated knowledge of front of house hospitality operations: or similar work which demonstrated knowledge and abilities within a guest services environment. Including basic math and reading skills; experience with computers; knowledge of software programs including knowledge of the property management system; and experience handling large amounts of cash.
