Front Desk Supervisor, Unaccompanied Housing

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JOB SUMMARY:  This position is located at Unaccompanied Housing (UH) operation at NAS Jacksonville. The incumbent will manage daily operations of the front desk and experience with UH operations to include safety and emergency response procedures; knowledge of UH policies and front desk management procedures; supervisory and management experience; effective communication and customer service skills; computer skills; and experience with Enterprise Military Housing (eMH).

MAJOR DUTIES:
Ensures security of all residents is maintain at all times. Ensures residents privacy is maintain at all times. Must possess a welcoming manner and positive attitude; demonstrate effective communication skills; professionally interact with customers; answering questions concerning housing facilities; and provide information about local attractions.  Provide assistance in handling customer complaints, involving management as necessary. The function of the position is to supervise front desk operations and ensure efficient assignment of Unaccompanied Housing (UH) units or rooms to maximize existing UH inventory, maintain proper key control, maintain accurate equipment inventories and manage the UH resident check-in and check-out process. The incumbent trains, instructs and supervised personnel assigned to the Front Desk both in a formal training setting as well as on the job training. Participates in hiring front desk staff, evaluates and counsels staff, completes evaluations, approves leave requests and recommends performance awards.  Ensures the front desk operated in accordance with established instructions and procedures. Ensures front desk clerks and duty-watch standers provide courteous and expeditious UH assignments in a customer oriented and responsive manner. Manages, organize and trains front desk clerks to carry out their duties and responsibilities in an appropriate and professional manner.  Maintains key control, including controlling the issuing of emergency and master keys and maintaining the supply of blank resident key cards. Providing oversight of all key inventories and accountability records related to key control.  Maintains and manages UH wait lists. Manages the preparation and submission of daily, weekly, monthly, quarterly and annual UH reports, including: occupancy, unit or room availability, utilization, inventory, etc. Ensures the accuracy of the semi-annual inventory and utilization report.  Ensures timeliness and accuracy of front desk operations, correspondence and Enterprise Military Housing (eMH) data input and reports.  Ensuring eMH reports are prepared, as required, for the daily management of UH (i.e., check-in, outstanding new resident orientation, vacant beds reports, etc.).
Keeps the front desk and lobby area clean and neat. May be required to answers phones and transfers calls to appropriate individuals and replies to guest questions. Logs trouble calls in the eMH and ensures the appropriate staff is notified. Approves relocating residents to a different room when required. Coordinates with tenant and training commands for required room blocks for returning air wings, incoming classes, etc. Facilitating the new resident orientation brief, if designated by the UH manager.  Resolves administrative problems, routine operational issues, and complaints related to front desk operations. Provides recommended solutions and draft procedures for review and implementation to higher management. May be required to retrieve Lost and Found items and contact the residents regarding lost or found items. Supervises civilian (NF-02) and military personnel. Performs other related duties as assigned.

KNOWLEDGE AND SKILLS REQUIRED:  Requires one year of work experience that demonstrates knowledge of basic principles, concepts, standards, regulations and administration related to front desk operations. Professional knowledge of the lodging organization, administration, policies/procedures and supervisory practices in conducting day-to-day operations. Must be skilled in the use of personal computer and various software programs including knowledge of the Enterprise Military Housing (eMH) system. Must be skilled in determining Basic Allowance for Housing (BAH) entitlements, UH eligibility and assignments requirements. Must possess basic math and reading skills. Must be able to communicate clearly and effectively both verbally and in writing in English.

NOTE:  Some positions have special requirements. Selection may be tentative pending the completion of the satisfactory employment reference checks and receipt of proof of education (where applicable). Selectee may be required to complete a one (1) year probationary period. Participation in the 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 closing date.