LEAD GUEST SERVICES REPRESENTATIVE NF2

Job Title

Assists supervisor with administrative duties including, but limited to, gathering and combining statistical data from each shift, scheduling, group reservations, etc. Monitors the assignment of tenants to available quarters. Provides training to regular desk agents in areas of front desk functions including, but not limited to, customer relations, proper telephone techniques, administration and technical responsibilities, as well as branch policies and procedures as it relates to front desk duties.

Participates in regular or periodic surveys to identify front desk requirements or deficiencies and prepares various reports as they relate to front desk operations.

Conducts and ensures the efficient operation of the front desk. Maintains registration log of all request for future occupancy and answers letters pertaining to advance reservations. Assigns and escort guest to their rooms, explains facilities available, and when directed inspects rooms and common areas for service ability and cleanliness. Keeps records and prepares reports pertaining to advance reservations.

Maintains custody of supplies, furniture and equipment as it relates to front desk operations. Checks guest in and out of facility. Accepts reservations both in person and by phone consistent with Hotel Management System. Answers telephone inquiries about billeting functions such as space available, fees, and general information regarding base activity accommodations. Accepts and applies payments to guest folios; prepares statements when billeting is not available.

Maintains all folios in updated and accurate manner in accordance with current instructions. Post all each day. Conducts and monitors audit reports, posting transactions by individual categories, i.e., individual reservations, guest locator, available rooms and housekeeping reports, etc. May be required to verify monies handled daily and prepare a Daily Activity Report. Coordinates with both housekeeping and maintenance section ensuring complaints, repairs or special request by guest are identified. Provides follow-up as assistance with guest, if necessary.

Relays instructions from supervisor. Gets work started. Sets work pace. Demonstrates work methods, and provides work-related guidance. Ensures worksite materials and tools are available to complete work. Reports workplace injuries immediately to the immediate or higher level supervisor, and to the Human Resources office in the absence of the immediate supervisor. Checks with supervisor on problems. Checks on work and meets productivity goals. Ensures employees follow security, safety and housekeeping rules. Conducts on-the-job training and instructions. Performs supervisory duties in an emergency, or short-term and nonrecurring basis.

Provides World Class Customer Service with an emphasis on courtesy. Assists customers and communicates positively in a friendly manner. Takes action to solve problems quickly. Alerts the higher level supervisor, or proper point of contact for help when problems arise. Adheres to safety regulations and standards. Promptly reports any observed workplace hazards, and any injury, occupational illness, and/or property damage resulting from workplace mishaps to the immediate supervisor. Adheres to established standards of actively supporting the principles of the EEO program and prevention of sexual harassment.

Performs other related duties as assigned.

May be required to work during inclement weather when the rest of the Base is closed or arrive on duty early or stay on duty after normal working hours which are critical to the continuation of the operational functions.