MWR Front Desk Assocaiate

Commander, Navy Installations Command•Monterey, CA

About The Position

This position is assigned to the Morale, Welfare, and Recreation (MWR) Recreational Lodging Program; Fleet Readiness (N92); Commander, Navy Installations Command (CNIC). The incumbent performs front desk and/or reservation functions for recreational lodging operations, which may include RV parks, vacation rentals, and campgrounds. The role manages guest reservations, check-ins, room or space assignments, payments, and guest accounts using a property management system. It also supports guests with questions, complaints, requests, and lodging changes while maintaining guest privacy and security. The associate handles cash and deposits, prepares reports, maintains front desk supplies and shared areas, and coordinates calls and maintenance requests. The position may involve rotating shifts outside normal duty hours, weekends, holidays, overtime, recall to duty, and travel to other recreational lodging facilities. It may be designated as ALPHA personnel for inclement weather or national security needs.

Requirements

Meet Federal Employment suitability requirements and successfully complete a background investigation, including fingerprint identification and background inquiry forms.
Successfully pass the E-Verify employment verification check and resolve any discrepancies as a condition of employment.
Possibly report for work when other employees are excused if designated ALPHA personnel for inclement weather or national security needs.
Be available to work weekends and holidays, rotating shifts outside normal duty hours, and overtime as necessary; may be recalled to duty.
May be required to possess a valid state driver’s license.
Knowledge of daily front desk operations at a hotel or RV park.
Knowledge of basic principles, concepts, standards, and regulations related to hospitality operations.
Knowledge of automated property management systems.
Skill in resolving customer complaints.
Skill in Microsoft Office programs such as Word, Excel, PowerPoint, and Outlook.
Skill in basic mathematics and reading.
Ability to handle, control, and account for large amounts of cash.
Ability to handle, address, and resolve customer complaints.
Ability to communicate effectively orally and in writing in English.
Remain drug-free throughout Federal employment.
Non-U.S. citizens with fewer than three years of recent residential history in the U.S. may be determined ineligible for employment.
The selectee may be required to complete a one-year probationary period.
Participate in Direct Deposit/Electronic Fund Transfer within the first 30 days of employment.
For access to a military installation, establish identity in accordance with the Real ID Act of 2005 if the candidate or new hire does not have a REAL ID.

Responsibilities

Use the Property Management System (PMS) to access guest information, retrieve reservation details, change or cancel reservations, and register guests.
Verify guest registration information, secure a credit card for incidental expenses, and authorize credit cards for room charges.
Provide guests with room keys or cards.
Assist with customer complaints and involve management as necessary.
Receive and process reservation requests within established guidelines; offer waitlists or alternative lodging when rooms or spaces are unavailable.
Register and assign rooms or spaces, transmit and receive messages, maintain occupancy and guest-account records, make and confirm reservations, present statements, and collect payments as necessary.
Receive and account for a change fund; prepare Close Bank Reports and deposit cash receipts at the end of each shift according to procedures.
Maintain guest security and privacy.
Answer guest questions about the facility and amenities and provide information about local attractions.
Inventory keys, supplies, and amenities maintained at the front desk.
Keep the front desk and lobby clean and neat.
Run and print PMS reports, including 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 guests about lost or found items.
Travel to other Recreational Lodging facilities when required within the normal scope of duties.