Front Desk Associate - Unaccompanied Housing

About the role

This position is located at the Unaccompanied Housing operation of Joint Base Pearl Harbor-Hickam, Hawaii. The purpose of this position is to perform front desk and/or reservation functions for the lodging program. Clerical and cash handling experience required, lodging front desk and/or reservations experience preferred. ELIGIBLE APPLICANTS MUST BE CURRENT NAVY REGION HAWAII EMPLOYEES.

Responsibilities

• Monitor telephones and take reservations
• Check guest in and out of the hotel
• Serve as a POC for guest inquiries and/or concerns at the front desk
• Monitor room inventory through PMS while maximizing utilization of room inventory
• Process group reservations
• Process reporting requests for data analysis
• Reconcile room revenue through PMS system
• Ensure security and privacy of all guests are maintained at all times
• Possess a welcoming manner and positive attitude; demonstrate effective communication skills; professionally interact with guests; answer guest questions concerning hotel facilities; and provide information about local attractions
• Provide assistance in handling customer complaints, involving management as necessary
• Utilize the Property Management System (PMS) to access guest information, retrieve reservation information, change or cancel reservations as requested by the guest, or register guests
• Verify registration information, secure a credit card for incidental expenses, and authorize credit card for room charges
• Provide guests with their room key or card
• Receive requests and process reservations within established guidelines
• When rooms are not available, provide a certificate of non-availability (CNA) and/or alternative lodging in the area
• Register and assign 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
• Receive and be accountable for a change fund
• Prepare Close Bank Report and deposit 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
• Keep 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
• Answer phones and transfer calls to appropriate individuals and reply to guest questions
• Log trouble calls in the PMS and ensure the appropriate department is notified
• Relocate guest to a different room when required
• May be required to retrieve Lost and Found items and contact the guest regarding lost or found