About this role
Job SummaryThis position is assigned to the Morale, Welfare, and Recreation (MWR) Recreational Lodging operation; Fleet Readiness (N92); Commander, Navy Installations Command (CNIC); Pacific Beach Resort. MWR Recreational Lodging offers accommodations to include Recreational Vehicle (RV) Parks, Vacation Rentals and Campgrounds. The purpose of this position is to provide quality and efficient front desk and/or reservation services to guests while maintaining the highest level of customer service.
QualificationsIncumbent must be skilled in the use of a personal computer and various software programs.Must possess basic math and reading skills.Must be able to communicate clearly and effectively both verbally and in writing.Ability to handle, control, and account for large amounts of cash/credit card transactions.Six months of work experience that demonstrates knowledge of basic principles, concepts, standards, and regulations related to hospitality operations preferred.
Major DutiesPRIMARY DUTIES CONSIST OF: 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.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.RequirementsSuccessful completion of National Agency Background (NACI) Check required. This position involves work on workdays and may involve weekends, and holidays, as well as rotating shifts, often consisting of other than normal duty hours. Incumbent may be recalled to duty and/or required to work overtime, including on an emergency basis. Certification for front desk operations and other requirement outlined in the Lodging Career Path Guide obtained within established time frame. May be required to possess valid driver's license as travel to other facilities within normal scope of duties may be required.