DG BOSS: Front Desk Associate

Title:

• Ensures security of all guests' privacy is maintained at all times.
• Ensures the highest standards of total quality and customer service. The incumbent must possess a welcoming manner, positive attitude and honesty, demonstrate effective communication skills; professionally interact with residents/guests; answering resident/guest questions concerning housing/lodging facilities; and provide information about local attractions. Work involves multiple/changing priorities and time sensitive/confidential information.
• Receives requests and processes reservations within established guidelines. Utilizes Property Management System (PMS) to access/register guest information, retrieve/change/cancel/confirm reservations, and coordinate group registration and check-out. Verifies registration information and secures guests mode of payment for incidental expenses and room charges.
• Registers and assigns rooms to residents/guests, issue room keycards, transmit/receive messages, keep records of occupied rooms/guest accounts, and present statements to collect payments as necessary. Prepare registration packets for the next day arrivals to include registration card, room keycards, floor plan map, and other information.
• Incumbent is responsible for a variety of different and unrelated functions. Receives and is accountable for the NGIS change funds. Prepares Close Bank Report and secures NGIS cash receipts at the end of each shift in accordance with established procedures.
• Responsible for the accountability of all the master/room keycards, and any other inventory maintained at the front desk. Back up file of keycard system.
• May be required to run and print various reports from the PMS: Expected Arrivals, Departure List, In-House Guest
• List and Night Audit reports. Assists in creating daily, monthly, and annual occupancy reports. Coordinate with
• Operations Department to validate room status for occupancy and reconcile room status with the Housekeeper reports to ensure rooms are ready for occupancy.
• Sets up direct bills where appropriate and liaisons with Accounting for billing questions/issues. Verifies charges for correctness, makes appropriate changes if errors occur, and completes all computer-generated reports assigned and notates any delinquent accounts/discrepancies for action by management.
• Provides assistance when handling customer complaints, resolving problems in a tactful manner. Situations involving unfamiliar problems not covered by instructions are referred to the lead/assistant manager/manager for resolution. Answers phones and transfers calls to appropriate individuals/departments. Logs, trouble calls and ensures the appropriate department is notified. Relocate resident/guest to a different room when required. Logs pass down incidents to relieving shift for reference.
• Logs and tracks in PMS Lost and Found items, contacts the resident/guest who lost the item, and retrieves the same item for return.
• Maintain logbook of locked out resident/guest, validate identity prior to issuance of 1-day lockout keycard. Provides escorts in resident/guest rooms after normal duty hours or during emergencies requiring security, safety, fire, medical, and maintenance assistance.
• Ensure extra supplies, amenities, cleaning equipment, and linen are available after normal duty hours for resident/guest requirements.
• The incumbent is required to execute policies, regulations, and guidelines as they pertain to a wide variety of procedures and internal controls. Consult with assistant manager/manager when work practices, techniques, records, and other functions are not in compliance with instructions.
• Fully implements all safety, fire prevention, SDS and environmental/industrial hygiene requirements. Ensures appropriate personal protective equipment (PPE) as instructed is properly used.
• Keeps the front desk and lobby area clean, neat, and orderly in appearance.
• May be required to act as Front Desk Associate Leader in their absence.
• Performs other related duties as assigned.

Basic Qualifications

• Must possess basic math, reading and computer skills.
• Must pass overseas medical screening and be in good health.

Preferred Qualifications

JOB SPECIFICATIONS: SPECIAL CERTIFICATIONS OR TRAINING

• Oral and Written English Communication. Must be able to communicate clearly and effectively both verbally and in writing in English.

EDUCATION:

• Must have at least completed 2-years college course or 2-years of work experience that demonstrates knowledge of basic principle, concepts, standards, regulations and administration related to hospitality operations, customer service, reservations, front desk, and night audit functions.

EXPERIENCE:

• Ability to handle, control, and account for large amount of cash.
• Working knowledge of cleaning procedures and proper use of cleaning equipment and approved, commonly used chemicals (including Safety Data Sheet), and adhere to basic safety, environmental, and fire prevention policies, procedures, and regulations as required.
• Must be proficient with calculator and basic computer software (word processing and spreadsheet), including knowledge of the property management system. Property Management System (PMS) training is provided.
• CNIC Navy Lodging Program Front Desk Certification and Annual Re-certification are provided.