Title: (OCEANA NAVY GATEWAY INNS & SUITES) FRONT DESK ASSOCIATE Location: United States-Virginia-Virginia Beach Job Number: 220001IU Job Summary: Position is responsible for performing front desk andor reservation functions for the lodging program. Duties and Responsibilities: - Ensures security of all guests is 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 provide information about local attractions. - Provide assistance in handling customer complaints, involving management as necessary. - Utilizes the Property Management System (PMS) to access the guest information, retrieve reservation information, change or cancel reservations as requested by the guest, or register guests. Verifies registration information, secures a credit card for incidental expenses, and authorizes credit card for room charges. Provides guests with their room key or card. - 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. - 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 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 inventorying all keys and any other supplies or amenities maintained at the front desk. Keeps the front desk and lobby area clean and neat. - 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 to include Daily, Monthly and Annual occupancy reports. PAS 10/23/2020 - Verifies charges for correctness, makes appropriate changes if errors occur, and completes all computer generated reports as assigned and notates any account discrepancies for action by management. PAS 10/23/2020 - Answers phones and transfers calls to appropriate individuals and replies to guest questions. - Logs trouble calls in the PMS and ensures the appropriate department is notified. Relocates guest to a different room when required. - May be required to retrieve Lost and Found items and contact the guest regarding lost or found items. - The position may require a rotating shift schedule. Work hours may be scheduled for anytime during a 24 hour day, 7 days a week. - Performs other related duties as assigned. The current schedule for this position is 11am -7:30pm Sat-Sun, Mon-Thur 11:15pm-7:15am Qualifications: GENERAL EXPERIENCE One year 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 persontoperson 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 hotellodginghospitality school may be substituted at the rate of onehalf 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.
