Front Desk Clerk (UH)

Duties

• Answers questions regarding housing facilities;
• Provides information to service members regarding local resources, on-base facilities and activities.
• Provides quality customer service for all internal and external customers, presenting neat, clean and professional appearance at all times.
• Ensures security of all guests is maintained at all times.
• Ensures guest privacy is maintained at all times.
• Handles customer complaints, referring to manager or higher authority as necessary.
• Professionally answers phones and transfers calls to appropriate individuals.
• Verifies eligibility and ensures unit or room assignments are made following guidance in Unaccompanied Housing Operations Manual and local policy.
• Properly executes and documents room transfers.
• Safeguards residents' personally identifiable information.
• Creates new and replacement key cards per local policy and guidance.
• Maintains inventory of all keys/keycards and any other supplies maintained at the front desk.
• Provides new residents with linen sets (i.e. bed in the bag).
• Provides new residents with welcome aboard information, instructions and resources.
• Facilitates the new resident orientation brief.
• Receives and follows up on resident trouble calls, ensuring the appropriate department is contacted for resolution.
• Reports any resident complaint or concern to the front desk supervisor.
• If the issue is an emergency (e.g. personal assault, fire), immediately follows local emergency procedures.
• Enforces UH guest and visitor policies and ensures the building resident, UH staff member, or responsible RA escorts non-residents at all times.
• Keeps the front desk and lobby area clean and neat.
• Performs other related duties as assigned.

Requirements

• One-year practical work experience including direct customer service, preferably in the hospitality field.
• Knowledge of the goals, basic principles, concepts, standards, and regulations related to hospitality operations.
• Skills in the use of Microsoft Office Programs (e.g., Word, Excel, Power Point, Outlook) and others.
• Skills in providing excellent customer service obtained through prior experience and training.
• Skills in basic arithmetic.
• Ability to competently and independently carry out day to day lodging operations.
• Ability to maintain records, compile and organize data for reports.
• Ability to communicate effectively both orally and in writing.

Qualifications

• Must have one-year practical work experience including direct customer service, preferably in the hospitality field.
• Knowledge of the goals, basic principles, concepts, standards, and regulations related to hospitality operations.
• Skills in the use of Microsoft Office Programs (e.g., Word, Excel, Power Point, Outlook) and others.
• Skills in providing excellent customer service obtained through prior experience and training.
• Skills in basic arithmetic.
• Ability to competently and independently carry out day to day lodging operations.
• Ability to maintain records, compile and organize data for reports.
• Ability to communicate effectively both orally and in writing.