Title: (PORTSMOUTH NAVY GATEWAY INNS & SUITES) LEAD FRONT DESK ASSOCIATE Location: United States-Virginia-Portsmouth Job Number: 220004HJ Job Summary: Serves as working Leader responsible for leading a minimum of three 3 team members performing the daily operations of the front desk and or reservation functions for the lodging program. Is first point of contact with guests and handles all stages of guests stay accommodating special request as needed and resolving issues that may arise. Responsible for the front desk operations lobby appearance guest service office operations etc. May lead Front Desk Associate Night Auditor and Group Coordinator. Position will be required to work all shifts including holidays as scheduled. Communicates with all personnel and chain of command concerning operations guest issues or situations that require immediate attention. 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. Assists guests in person or via telephonic contact for all communication including but not limited to making confirming and or canceling room reservations collecting payments and presenting statements check-in check-out process authorized patron verification guest room assignments credit card processing etc. Ensures guest privacy is maintained at all times by monitoring business transactions of Front Desk Associates. Applies knowledge of standard operating procedures processes and rules governing patron eligibility. 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. Reconciles daily transactions of all accounts and outlets of the ensuring complete balancing while maintaining guest service at all times. May execute night audit functions. Interacts with patrons and receives and resolves customer complaints. Utilizes judgment and understanding of policies and procedures to better assist patrons and resolve complaints and issues to includes but not limited to adjusting room fee adjusting check-in and or check-out times consistent with program policy refers unusual issues to immediate supervisor for assistance. 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. Operates a telephone switchboard taking and delivering messages as required and answers inquiries pertaining to services base facilities area attractions and travel directions. Responsible for lobby appearance including cleaning mopping dusting organization presentation etc. and all assigned work areas. - Ensures security measures are maintained at all times. Responsible for assigned pass key properly logs in and out using key log record. For security reasons must report lost key immediately to Supervisor. Greets and welcomes guests upon sight or within 10 feet while performing outstanding guest relations. Utilizes a computerized Property Management System PMS and takes inquiries and reservations from authorized patrons. Provides information regarding facilities location and surrounding area and produces reports. Input statistical data and reviews same for accuracy. Data is used in developing appropriate guest history and operational reports. 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 coordinate group registration and check out utilizing the PMS. - Reconciles daily transactions of all accounts prepares Close Bank Report ensuring complete balance accuracy while maintaining customer services at all times. Ensures all wake up calls are handled promptly and properly. Types any miscellaneous memos correspondences required in the course of performing assigned duties. May complete bank deposits mail pick up delivery collect money bags and other required services. Supports the lodging operation by preforming administrative duties as assigned. - As working leader is responsible for overseeing and passing on to other associates information instructions received from the Supervisor or General Manager. Provides training to new associates and assistance in how to handle customer complaints. - 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. Maintains continuity in absence of Supervisor. Required to obtain Front Desk certification within 6 months of employment as well as any other requirements. Performs other related duties as assigned. This position may be designated ALPHA personnel for inclement weather or in the interest of national security and may be required to report for work when other employees are excused. May be required to possess a valid state driver s license. Travel to other facilities may be required within the normal scope of duties. Applicants will be notified when this is a requirement for appointment. Performs other related duties as assigne - To ensure compliance with an applicable preliminary nationwide injunction, which may be supplemented, modified, or vacated, depending on the course of ongoing litigation, the Federal Government will take no action to implement or enforce the COVID-19 vaccination requirement pursuant to Executive Order 14043. Those not fully vaccinated as defined by the CDC as two weeks after a person have received the requisite number of doses of the COVID-19 vaccine approved or authorized for emergency use by the FDA, may be required to adhere to COVID-19 testing protocols- 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.
