This position is located at JEB Little Creek-Fort Story, Fleet and Family Readiness Department, Fleet Readiness, Navy Getaways Program, Virginia Beach, VA. The purpose of this position is to perform front desk and/or reservation functions.
Resumes must include information which demonstrates experience and knowledge, skills, and ability (KSAs) as they relate to this position. Applicants are encouraged to be clear and specific when describing their experience level and KSAs. A qualified candidate must possess the following: Must possess a welcoming manner and positive attitude; demonstrate effective communications skills to professionally interact with guests. Must be skilled in the use of a personal computer and various software programs. Must possess basic math and reading skills. Must be able to communicate clearly and effectively verbally and in writing. Must possess cash handling procedures and safeguarding large amounts of cash. FACTOR 2. SUPERVISORY CONTROLS The leader/supervisor makes selected continuing or individual assignments by indicating generally what is to be done; the limitations, quantity, and priority or deadlines of assigned work tasks. Recurring assignments are carried out independently without specific instructions. Situations involving unfamiliar problems not covered by instructions are referred to the supervisor for resolution. Completed assignments are reviewed to assure that work practices, techniques, records, other functions are technically accurate and in compliance with instructions. FACTOR 3. GUIDELINES Guidelines include, but are not limited to the BUPERSINST 1710.11C, CNIC 5300.2, local policies, Standard Operating Procedures (SOPs) and instructions. All established programs and policies are based on generally accepted procedures and are sufficiently detailed to enable the incumbent to carry out duties without further instruction. Incumbent is expected to perform daily work on own initiative and carry out assignments in accordance with DOD and Navy Regulations. The leader/supervisor will provide suggestions for handling unusual situations. FACTOR 4. COMPLEXITY The operation conducts business 7 days per week, up to 14 hours per day, 365 days per year. Customer service is of the foremost importance in this position and front desk personnel work various shifts and as such the incumbent, may be required to work each shift at one time or another in order to train and accomplish a variety of tasks. FACTOR 5. SCOPE AND EFFECT The purpose of the work is to provide front desk services. The work directly contributes to the military members, retirees, civilians and family members quality of life, mission readiness and contributes to job satisfaction and retention of valuable members. FACTOR 6. CONTACTS Contacts include regional staff, department heads, lodging staff and tenant commands, especially those tenant command personnel residing in the lodging facilities. Some contact with contractors, vendors and representatives of private industry may be required. FACTOR 7. PURPOSE OF CONTACTS Contacts are made to coordinate and/or obtain information relating to front desk operations. FACTOR 8. PHYSICAL DEMANDS Work is primarily performed in an office environment. Requirements include standing, walking the site daily, and lifting/carrying objects weighing up to 30 pounds. FACTOR 9. WORK ENVIRONMENT Work in primarily performed indoors in areas that normally have adequate heat, light and ventilation. 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.
Receives requests and processes reservations within established guidelines. When rooms are not available suggests alternate lodging possibilities. Makes reservations for incoming guests using the Property Management System (PMS) (EPITOME) to access guest information, retrieve reservation, change or cancel reservations as required by the guest, secure a credit card for room charges and issues reservation. Provides guests with room key, card and site location. Interacts with guests; answers questions concerning facilities and local attractions/amenities. Provides assistance in handling customer complaints' and involves management on controversial or unprecedented matters as necessary. Answers phone calls and replies to inquiries or refers to others to answer as appropriate. Logs trouble calls in the PMS and ensures appropriate departments are notified. Relocates guests when necessary. Answers inquiries on lost and found items and contacts guests and offers advice for retrieval, safeguards items found until proper guest or authorities remove from activity. Ensures security and guest privacy are maintained at all time. Receives and is accountable for a change fund and will prepare and close out bank reports presenting and collecting payments as necessary. Inventories and is responsible for safeguarding of keys, supplies and amenities at the front desk. Responsible for cleanliness of front desk and surrounding lobby areas. May be required to comprise and print various reports from the PMS such as guests expected arrivals, departure lists, in-house guest lists and night audit reports. Perform other duties as assigned. QUALIFICATIONS REQUIRED FOR THE POSITION: Preferred 6 months of Work Experience that demonstrates knowledge of basic principles, concepts, standards, and regulations directly related to hospitality operations. CONDITIONS OF EMPLOYMENT: Position has been designated Non-Critical sensitive. As a position of trust and ITII position, employment is conditional on the successful competition of an Access National Agency Check (ANACI). Must possess and maintain a current driver's license, as travel may be required in a government vehicle. SPECIAL CONDITION OF THE POSITION: 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. The incumbent is required to obtain front desk certification or industry equivalent within 6 months of employment, as well as any other requirements outlined as part of a Lod