Front Desk Associate

Job Title

Job Description

Major Duties And Responsibilities

• Ensures security of all residents is maintained at all times.
• Ensures resident's privacy is maintained at all times.
• Must possess a welcoming manner and a positive attitude; demonstrate effective communication skills; professionally interact with residents, leadership of tenant commands and with Unaccompanied Housing (UH) staff; answer questions regarding housing facilities; and provide information regarding on-base facilities for service members. Provide assistance handling customer complaints, involving management as necessary.
• Professionally answer phones, transfer calls to appropriate individuals, and reply to guest questions.
• Provide quality customer service throughout the check-in and check-out process, presenting a neat, clean and professional appearance at all times.
• Verify eligibility and assign residents per applicable minimum adequacy standards and guidance found in the Unaccompanied Operations Manual (CNIC M-11103-2).
• Assign residents to ensure "best and highest use" of UH inventory. Appendix "C" of CNIC M-1103.2 provides summary of unit type capacity.
• Ensure check-in and check-out transactions are accurately recorded in Enterprise Military Housing (eMH). Associates are responsible for the accuracy of their data input.
• Safeguard residents' personally identifiable information.
• Prepare eMH reports as required (e.g. daily vacant beds report for building managers).
• Create new and replacement key cards per local policy and guidance.
• Provide new residents with linen sets (i.e. bed in the bag) and a copy of the Installation's "Welcome Aboard Handbook."
• Facilitate the new resident orientation brief, if designated by the UH Manager, using appendix "F" of CNIC M-1103.2.
• Receive and collect resident trouble calls and requests, if designated as the point of contact, and coordinate with the appropriate UH staff to prepare work requests or other appropriate responses.
• Report any resident complaint or concern to the front desk supervisor. If the issue is an emergency or has anything to do with a personal assault, immediately follow local emergency procedures.
• Enforce UH guest and visitor policies and ensure the building resident, UH staff member, or responsible RA escort non-residents at all times.
• Post results of all inspections, as directed by supervisor, in Enterprise Military Housing (eMH) property management system.
• Responsible for inventory of all keys/keycards and any other supplies maintained at the front desk. Maintain a neat and orderly front desk and lobby area.
• Perform other related duties as assigned.