NGIS FRONT DESK SUPERVISOR
Ensures security measures are 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 provides information about local attractions. Provide assistance in handling customer complaints, involving management as necessary. The function of the position is to supervise front desk operations and reservations including cashiering, reservations, and room assignments to maximize occupancy. Supervises three or more NF-2 front desk personnel. The incumbent trains, instructs, and supervises personnel assigned to the Front Desk both in a formal training setting and on the job training. Assists the Front Office Manager with planning and scheduling ongoing production oriented work for all front desk personnel on a daily, weekly, monthly and quarterly basis. Participates in hiring front desk staff, evaluates and counsels staff, completes performance evaluations, approves leave requests, and recommends performance awards. Reviews reports from the Night Audit concerning occupancy, vacancy, call accounting system and other related areas. This includes statistical analysis, reporting procedures and analyzing audit reports to ensure accountability of personnel and revenue. Ensures the front desk operates in accordance with established instructions and procedures. Performs all front desk related duties as required. Acts as the resident expert regarding the Hotel's Property Management System (PMS), key card system and CORE inventory management system. Utilizes the PMS to access guest information, retrieve reservation information, change or cancel reservations as requested by the guest, or register guests. Verifies the registration information, secures a credit card for incidental expenses and authorizes the credit card for room charges. Provides guests with their room key or card. Resolves administrative problems, routine operational issues and complaints related to front desk operations. Provides recommended solutions and draft procedures for review and implementation to higher management. Oversees the front desk change fund and coordinates cash audits quarterly. Responsible for the accountability of all keys and any other inventory maintained at the front desk. Keeps the front desk and lobby area clean and neat. Reconciles room status with the housekeeping report. Coordinates with the housekeeping department to ensure rooms are ready for occupancy. May be required to run/print and interpret various reports from the PMS; such as Accounts Receivable reports, Expected Arrivals, Departure List, In-House Guest List and Night Audit reports. Performs other related duties as assigned. Specialized experience must demonstrate the following:
Requires one year of work experience that demonstrates knowledge of basic principles, concepts, standards, regulations and administration related to front desk operations. Professional knowledge of the lodging organization, administration, policies/procedures, and supervisory practices in conducting day-to-day operations. Must be skilled in the use of a personal computer and various software programs, including knowledge of the property management system. Must possess basic math and reading skills. Must be able to communicate clearly and effectively both verbally and in writing in English. SUPERVISORY CONTROLS The incumbent reports directly to and receives technical control and guidance from the Front Office Manager and is charged with ensuring that established functions and policies for the front desk are implemented. The incumbent is given latitude in exercising independent initiative and judgment in the execution of duties and responsibilities related to the front desk operation. Incumbent is sufficiently knowledgeable of front desk operations to supervise recurring transactions. Receives general guidance, advice and suggested techniques for handling unusual, non-recurring situations. The Front Office Manager will provide guidance for handling unusual situations. PHYSICAL DEMANDS:
Work is primarily performed in an office environment. Requirements include extended periods of standing; walking and lifting/carrying objects up to 30 pounds. WORK ENVIRONMENT:
Work is primarily performed indoors in areas that normally have adequate heat, light and ventilation. SPECIAL REQUIREMENTS:
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 staff member 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 facilities may be required within the normal scope of duties. Applicants will be notified when this is a requirement for appointment. The incumbent is expected to obtain the Certified Hospitality Supervisor (CHS) within 6 months of employment, and all requirements for Navy Lodging Program (NLP) front desk certification, as well as any other requirements outlined in the Lodging Career Path Guide. You will receive credit for all qualifying experience, including volunteer and part time experience. You must clearly identify the duties and responsibilities in each position held and the total number of hours per week. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., professional, philanthropic, religious, spiritual, community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. As part of the application process, you must complete and submit an occupational questionnaire. Please follow all instructions carefully. Errors or omissions may affect your rating and/or appointment eligibility.
Estimated Salary: $20 to $28 per hour based on qualifications.
Requires one year of work experience that demonstrates knowledge of basic principles, concepts, standards, regulations and administration related to front desk operations. Professional knowledge of the lodging organization, administration, policies/procedures, and supervisory practices in conducting day-to-day operations. Must be skilled in the use of a personal computer and various software programs, including knowledge of the property management system. Must possess basic math and reading skills. Must be able to communicate clearly and effectively both verbally and in writing in English. SUPERVISORY CONTROLS The incumbent reports directly to and receives technical control and guidance from the Front Office Manager and is charged with ensuring that established functions and policies for the front desk are implemented. The incumbent is given latitude in exercising independent initiative and judgment in the execution of duties and responsibilities related to the front desk operation. Incumbent is sufficiently knowledgeable of front desk operations to supervise recurring transactions. Receives general guidance, advice and suggested techniques for handling unusual, non-recurring situations. The Front Office Manager will provide guidance for handling unusual situations. PHYSICAL DEMANDS:
Work is primarily performed in an office environment. Requirements include extended periods of standing; walking and lifting/carrying objects up to 30 pounds. WORK ENVIRONMENT:
Work is primarily performed indoors in areas that normally have adequate heat, light and ventilation. SPECIAL REQUIREMENTS:
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 staff member 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 facilities may be required within the normal scope of duties. Applicants will be notified when this is a requirement for appointment. The incumbent is expected to obtain the Certified Hospitality Supervisor (CHS) within 6 months of employment, and all requirements for Navy Lodging Program (NLP) front desk certification, as well as any other requirements outlined in the Lodging Career Path Guide. You will receive credit for all qualifying experience, including volunteer and part time experience. You must clearly identify the duties and responsibilities in each position held and the total number of hours per week. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., professional, philanthropic, religious, spiritual, community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. As part of the application process, you must complete and submit an occupational questionnaire. Please follow all instructions carefully. Errors or omissions may affect your rating and/or appointment eligibility.
- Department:
0303 Miscellaneous Clerk And Assistant - Salary Range:
$15.21 to $15.21 per hour
Estimated Salary: $20 to $28 per hour based on qualifications.
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