Lead Front Desk Associate

Naval Shipyard, Virginia
Oct 15, 2021
Oct 19, 2021
Full Time


This position is located at the Navy Gateway Inns & Suites operation at Norfolk Naval Shipyard. The incumbent will lead employees performing the daily operations of the front desk and/or reservation functions for the lodging program.
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Leads three or more associates in the daily operation of the Front Desk; reservation and guest services. May lead Front Desk Associates, Night Auditor and Group Coordinator.

May be required to act as supervisor in his or her absence. May endorse leave requests and input to work schedule.

Reports to supervisor on performance, progress and training needs of the employee, and on behavior problems of employees.

Ensures security measures are maintained at all times.

Ensures guests privacy is maintained at all times by monitoring business transactions of Front Desk Associate.

Monitors and trains to ensure associates provide a welcoming manner and positive attitude; demonstrate effective communication skills; professionally interact with the guests; answers questions concerning hotel facilities; and provide information about local attractions.

Provides training and assistance in how to handle customer complaints. Reports status and involves management as necessary.

Serves as the point of contact for resolving administrative problems. Provides guidance, reviews workload and routine operational issues, and complaints related to the front desk operations & reservations.

Monitors room availability, registers, and assigns room to guests, issuing room keys or cards, transmitting and receiving keeping record of occupied rooms and guest accounts, making and confirming reservations, and presenting statements to and collecting payments as necessary.

Receives requests and processes reservations within established guidelines. When rooms are not available, provides a certificate of non-availability (CNA) and/or alternative lodging in the area.

Utilizes the Property Management System (PMS) to access guest information, retrieve reservation information, change or cancel reservations as requested by the guest, or register the guests. Verifies registration information and secures a credit card for incidental expenses and authorizes the credit card for room charges. Provides guests with their room key or card.

May be required to check all DV/VIP rooms prior to guest arrival to ensure the room is clean and ready for occupancy and reports status to supervisor.

Mat be required to coordinate group registration and check out utilizing the PMS.

Establishes direct bills where appropriate and liaisons with the front desk staff and/or Community Support Services Office (CSSO) with billing questions or issues.

May be required to run and print various reports form the PMS; such as Expected Arrivals, Departure List, In-House Guest List and Night Audit Reports.

Answers phones and transfers calls to appropriate individuals and replies to guest questions.

Receives and is accountable for a change fund. Prepare Close Band Report and deposits cash receipts at the end of each shift in accordance established procedures.

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 the housekeeping report & coordinates with housekeeping and maintenance department 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

Promotion Potential


Conditions of Employment

  • Must successfully pass the E-Verify employment verification check. Any discrepancies must be resolved as a condition of employment.


Resumes must include information which demonstrates experience, knowledge, skills, and ability (KSAs) as they relate to this position. Applicants are encouraged to be clear and specific when describing their experience level and KSAs.

A qualified candidate possess the following:

Preferred 6 months (1 year preferred) of 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 operation of a hotel and have a working knowledge using automated 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.


This position does not have a positive education requirement.

Additional information

Conditions of Employment Cont.:

Requirements include extended periods of standing; walking and lifting/carrying objects up to 30 pounds.

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 working 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.

May be required to possess a valid state driver license, as travel to other facilities may be required within the normal scope of duties. Applicants will be notified when this is a requirement for appointment.

The incumbent must obtain and maintain the Access National Agency Check with Inquiries (ANACI) security clearance with no access to classified information and must remain suitable for continued employment in National Security positions.

The incumbent is required to obtain Navy Lodging Program (NLP) front desk certification within 6 months of employment, as well as, any other requirements outlined in the Lodging Career Path Guide.

Salary is dependent on experience and/or education.

Some positions have special requirements. Selectee may be required to complete a one (1) year probationary period. Participation in Direct Deposit/Electronic Fund Transfer within the first 30 days of employment is required. We utilize E-Verify to confirm selectee's eligibility to work in the United States. Salary is dependent on experience and/or education.

This announcement may be used to fill additional vacancies within 60 days of issuance of selection certificate. For positions requiring travel more than twice per year, selectee may be required to obtain and maintain in good standing a Government-issued Travel Card for official government travel purposes.

Executive Order 12564 requires a Federal workplace free of illegal drugs. According to the Executive Order, all Federal employees are required to remain drug free throughout their employment. Commander, Navy Region Mid-Atlantic Command is a Drug-Free Federal Workplace. The use of illegal drugs will not be tolerated, and use of or intoxication by illegal drugs will result in penalties up to and including removal from Federal Service.

The Department of the Navy (DON) is an Equal Employment Opportunity Employer. Applicants are assured of equal consideration regardless of race, color, national origin, religion, sex, age, mental or physical disability, genetic information, reprisal, marital status, political affiliation, sexual orientation, or any other non-merit factor. This agency provides reasonable accommodations to applicants with disabilities. Applicants with disabilities who believe they may require reasonable accommodations should email their request to nsapplications@nhr-ma.com to ensure proper consideration is given. The decision on granting reasonable accommodation will be on a case-by-case basis.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

You will be evaluated for this job based on how well you meet the qualifications above.

Resumes will be reviewed to determine if they meet the hiring eligibility and qualification requirements listed in this announcement, and will be rated based on the information provided in the resume to determine the level of knowledge, skills and abilities (KSAs) related to the job requirements. Using the qualifications of the position, a predetermined rating criterion of KSAs will be used for each resume. Best qualified applicants will be referred to the hiring manager. The selecting official may choose to conduct interviews.

Click the following link to preview the applicant questionnaire: Preview Applicant Questionnaire .

Background checks and security clearance

Security clearance

Drug test required

Required Documents


Current Federal Employee, a copy of your most recent Personnel Action Report (PAR) or SF-50 and evaluation report is required.

Claiming Military Spouse Preference, a copy of sponsor's orders and marriage certificate is required.

Claiming Veteran's Preference, a legible copy of DD-214 (pg. 4) as well as any other supporting documentation (disability, proof of service, SF-15, etc.) is required.

Claiming Department of Defense (DOD) Non-appropriated Fund (NAF) Business Based Action (BBA) Priority consideration, submit a copy of the notice of separation.

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education .

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

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