Front Desk Associate Leader

Department of Defense Bethesda, MD
* Duties

Help Duties Summary

The mission of the Fleet and Family Readiness (FFR) Programs team is to maximize the physical, emotional and social development of the Navy family. FFR enables a ready Navy force through its Fleet Readiness, Family Readiness and Housing Programs. We service all non-appropriated fund (NAF) employees who work for Morale, Welfare and Recreation (MWR), Navy Gateway Inns & Suites (NGIS) and Bachelor Housing (BH) throughout the Fleet and Family Readiness Program for the Naval District Washington (NDW) Region.

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This position is located at the Navy Gateway Inns & Suites operation at Naval Support Activity Bethesda. The incumbent will lead employees performing the daily operations of the front desk and/or reservation functions for the lodging program. The incumbent ensures security and privacy of all guests is maintained at all times. Must possess a welcoming manner and positive attitude; demonstrate effective communication skills; professionally interact with guests; answering guest questions concerning hotel facilities; and provide information about local attractions. Provide assistance in handling customer complaints, involving management as necessary. Serves as the point of contact for resolving administrative problems, routing operational issues, and complaints related to front desk operations and reservations. May be required to act as the supervisor in absence of the supervisor. Registers and assigns room to guests, issues room keys or cards, transmits and receives messages, keeps records of occupied rooms and guest accounts, makes and confirms reservations, presents statements, and collects payments. Utilizes Property Management System (PMS) to access guest information, retrieve reservation information, change or cancel reservations as requested by the guest, or registers the guest. Verifies registration information and secures a credit card for incidental expenses. May be required to: check all DV/VIP rooms prior to guest arrival to ensure the room is clean and ready for occupancy; coordinate group registration and check out utilizing PMS; run and print various reports. Sets up direct bills where appropriate and liaisons with front desk staff and/or Community Support Services Offices (CSSO) with billing questions or issues. Answers phones and transfers calls to appropriate individuals and replies to guest questions. Receives and is accountable for change fund. Prepares Close Bank Report and deposit cash receipts at end of each shift. Responsible for the accountability of all room keys and any other inventory maintained at the front desk. Keeps the front desk and lobby area clean and neat. Reconciles room status with housekeeping report and coordinates with housekeeping and maintenance departments to ensure rooms are ready for occupancy. May be required to train new front desk associates and monitor performance, providing coaching/counseling as required. Performs other duties as assigned.

Travel Required

Not required

Supervisory status


Who May Apply This job is open to… United States Citizens

Questions? This job is open to 1 group.

* Job family (Series)

0303 Miscellaneous Clerk And Assistant

* Requirements

Help Requirements Conditions of Employment


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 workdays 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, including on an emergency basis.

Must possess and maintain a current driver's license, as travel to other facilities may be required within the normal scope of duties.

This position is subject to a favorable National Agency Check (NACI) Access to Level II government computers is required in the performance of duties, the incumbent must complete and pass SF86 for Access National Agency Check and Inquiries (ANACI). Eligibility for Secret Clearance upon hire and periodically thereafter is a condition of employment. Failure to obtain and maintain a favorable background may result in the withdrawal of the position offer or removal.

The incumbent is required to obtain a front desk certification or industry equivalent within 6 months of employment, as well as any other requirements for front desk operations outlined in the Lodging Career Path Guide.

As a condition of employment, the selected individual will be required to participate in the Direct Deposit/Electronic Fund Transfer program.

Males must be registered or exempt from Selective Service.

Selectee must be determined suitable for federal employment.

Selectee may be required to successfully complete a probationary period.



Requires 6 months (1 year preferred) work experience that demonstrates knowledge of basic principles, concepts, standards, regulations and administration related to customer service, reservations and/or front desk operations.

Must understand the daily operations of a hotel and have a working knowledge using automated Property Management System (PMS).

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 both verbally and in writing in English.

Ability to handle, control, and account for large amounts of cash.