Front Desk Associate

Job Title

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.