Front Desk Associate

Navy Region Mid-Atlantic Fleet and Family Readiness (FFR); Williamsburg (VA); On-site; USD 40,000 - 55,000; Full time

Job summary

Navy Region Mid-Atlantic Fleet and Family Readiness (FFR) seeks a Lodging Front Desk Clerk for the MWR Recreational Lodging program at Cheatham Annex. You will perform front desk and reservation duties, manage guest information in the PMS, and ensure smooth check-in/out processes.

You will assist guests with accommodations, process payments, and address inquiries while upholding security and privacy of guest data. Weekend/holiday work and overtime may be required.

Qualifications

• Knowledge of daily front desk operations in a hotel or RV park.
• Knowledge of hospitality operations standards and regulations.
• Familiarity with an automated property management system (PMS).
• Skill in resolving customer complaints and maintaining guest satisfaction.
• Proficiency with Microsoft Office programs (Word, Excel, PowerPoint, Outlook).
• Skill in basic math and cash handling.
• Ability to read and understand information.
• Strong communication skills in English, both written and spoken.

Responsibilities

• Uses the PMS to access guest and reservation data, registers guests, and processes payments.
• Handles guest inquiries and resolves complaints with management involvement when needed.
• Manages reservations, waitlists, and referrals to alternative lodging or RV parks as needed.
• Checks in/out guests, transmits messages, and maintains guest records and accounts.
• Maintains accurate cash handling and performs close bank procedures as required.
• Maintains security and privacy of guest information and keeps front desk orderly.

Skills

Front desk operations

Hospitality operations knowledge

Automated PMS knowledge

Customer complaint resolution

MS Office proficiency

Basic math

Reading

Cash handling

English communication

Tools

Property Management System (PMS)

Microsoft Office

Job description

Summary

This position is assigned to the Morale, Welfare, and Recreation (MWR) Recreational Lodging Program; Fleet Readiness (N92); Commander, Navy Installations Command (CNIC); Cheatham Annex. The incumbent performs front desk and reservation functions for the MWR Recreational lodging program. Recreational Lodging operations may include Recreational Vehicle Parks, Vacation Rentals (cottages, cabins, single houses, townhomes, duplexes, mobile homes, hotels, apartments, and yurts), and/or campgrounds.

Summary

This position is assigned to the Morale, Welfare, and Recreation (MWR) Recreational Lodging Program; Fleet Readiness (N92); Commander, Navy Installations Command (CNIC); Cheatham Annex. The incumbent performs front desk and reservation functions for the MWR Recreational lodging program. Recreational Lodging operations may include Recreational Vehicle Parks, Vacation Rentals (cottages, cabins, single houses, townhomes, duplexes, mobile homes, hotels, apartments, and yurts), and/or campgrounds.

Duties

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• Duties include but are not limited to:
• 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.
• Provides assistance in handling customer complaints, involving management as necessary.
• Receives requests and processes reservations within established guidelines. When rooms/spaces are not available, provides an option to be on a waitlist and/or alternative lodging or RV Parks in the area.
• Registers and assigns rooms/spaces to guests, transmitting and receiving messages, keeping records of occupied rooms/spaces 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.
• Ensures guest security and privacy is maintained at all times.
• Interacts with guests professionally; answers questions concerning the facility, amenities, and provides information about local attractions.
• Inventories all keys and any other supplies or amenities maintained at the front desk. Keeps the front desk and lobby area clean and neat.
• Runs and prints various reports from the PMS such as Expected Arrivals, Departure List, In-House Guest List and Night Audit reports, as requested.
• Answers phones and transfers calls to appropriate individuals.
• Logs trouble calls in the PMS and ensures the appropriate department is notified. Relocates guest to a different room when required.
• Retrieves Lost and Found items and contacts the guest regarding lost or found items.

Requirements

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• Must pass all applicable records and background check.
• Must successfully pass the E-Verify employment verification check. Any discrepancies must be resolved as a condition of employment.
• 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.
• This position is subject to the possibility of working on weekends and holidays, as well as, rotating shifts, often consisting of other than normal duty hours.
• The incumbent may be recalled to duty and/or required to work overtime, as necessary to meet mission requirements.
• May be required to possess a valid state driver’s license. Travel to other Recreational Lodging facilities may be required within the normal scope of duties.
• Starting May 7, 2025, non-affiliated individuals requesting access will need a REAL ID-compliant driver's license or another acceptable form of identification to access CNRMA Installations. (Review required documents section for more information.)

Qualifications

Resumes must include information which demonstrates experience and knowledge, skills, and ability (KSAs) as they relate to this position. Applicants are encouraged to be clear and specific when describing their experience level and KSAs.

• Knowledge of daily front desk operations of a hotel or RV Parks.
• Knowledge of basic principles, concepts, standards, and regulations related to hospitality operations.
• Knowledge of an automated property management system(s)
• Skill in resolving customer complaints.
• Skill in the use of Microsoft Office Programs (e.g., Word, Excel, Power Point, Outlook).
• Skill in basic math.
• Skill in reading.
• Ability to handle, control, and account for large amounts of cash.
• Ability to handle, address and resolve customer complaints.
• Ability to communicate effectively both orally and in writing, in English.

Education

This position does not have a positive education requirement.

Additional information

Salary is dependent on experience and/or education.

Executive Order 12564 requires a Federal workplace free of illegal drugs. According to the Executive Order, all Federal employees are required to remain drug free throughout their employment. Commander, Navy Installations Command is a Drug-Free Federal Workplace. The use of illegal drugs will not be tolerated, and use of or intoxication by illegal drugs will result in penalties up to and including removal from Federal Service.

Some positions have special requirements. Selection may be tentative pending the completion of these requirements. Applicants may be required to submit proof of education, participate in medical screening, drug testing, etc. All selections are contingent upon satisfactory employment reference checks. Employment is subject to successful National Agency Background Check. Occupants of this position must maintain the privacy of official work information and data and demonstrate the highest level of ethical conduct.

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

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