MWR Front Desk Associate

About the role

This position utilizes the Property Management System (PMS) to manage guest reservations, registrations, and payments while ensuring guest security, privacy, and professional interaction. Responsibilities include handling complaints, processing reservations, managing cash and bank reports, maintaining front desk supplies, and coordinating with other departments on guest requests and lost and found items.

Responsibilities

• Utilize the Property Management System (PMS) to access guest information, retrieve reservation details, 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.
• Assist in handling customer complaints, involving management as necessary.
• Receive requests and process reservations within established guidelines; when rooms/spaces are not available, provide an option to be on a waitlist and/or alternative lodging or RV Parks in the area.
• Register and assign rooms/spaces to guests, transmit and receive messages, keep records of occupied rooms/spaces and guest accounts, make and confirm reservations, and present statements to and collect 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.
• Ensure guest security and privacy is maintained at all times.
• Interact with guests professionally; answer questions concerning the facility, amenities, and provide information about local attractions.
• Inventory all keys and any other supplies or amenities maintained at the front desk; keep the front desk and lobby area clean and neat.
• Run and print various reports from the PMS such as Expected Arrivals, Departure List, In-House Guest List and Night Audit reports, as requested.
• Answer phones and transfer calls to appropriate individuals.
• Log trouble calls in the PMS and ensure the appropriate department is notified; relocate guests to a different room when required.
• Retrieve Lost and Found items and contact the guest regarding lost or found items.