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21221 - Front Desk Supervisor -RFT, NGIS, NF-0303-03

Announcement Number:
Position Status:
Regular, Full Time
18.50 - 23.00 Hourly
Areas of Consideration:
See Below
Relocation Expenses:
Not Applicable
Application Email:

********JOB OPPORTUNITY*******





ANNOUNCEMENT NO:                 21221

POSITION TITLE:                           Front Desk Supervisor, NF-0303-03

TYPE OF APPOINTMENT:           Regular Full Time (1)                                                                    

SALARY:                                          $18.50 – 23.00 per hour

LOCATION:                                      JB Pearl Harbor Hickam – Navy Gateway Inns and Suites

AREA OF CONSIDERATION:      Navy Gateway Inns & Suites Current Employees

RELOCATION EXPENSES:         Not Applicable

OPENING DATE:                         11/25/2020

CLOSING DATE:                         12/02/2020                              



This position is located at the Navy Gateway Inns & Suites operation at Joint Base Pearl Harbor and Hickam. The incumbent will manage daily operations of the front desk, reservations, and group reservation office for a lodging operation with more than 200 rooms.



Ensures security measures are maintained at all times.


Ensures guest privacy 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 provides 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 reservations including cashiering, reservations, and room assignments to maximize occupancy. Supervises three or more NF-2 front desk personnel. The incumbent trains, instructs, and supervises personnel assigned to the Front Desk both in a formal training setting and on the job training.


Assists the Front Office Manager with planning and scheduling ongoing production oriented work for all front desk personnel on a daily, weekly, monthly, and quarterly basis.


Participates in hiring front desk staff, evaluates and counsels staff, completes performance evaluations, approves leave requests, and recommends performance awards.


Reviews reports from the Night Audit concerning occupancy, vacancy, call accounting system and other related areas. This includes statistical analysis, reporting procedures and analyzing audit reports to ensure accountability of personnel and revenue.


Ensures the front desk operates in accordance with established instructions and procedures. Performs all front desk related duties as required.


Acts as the resident expert regarding the Hotel’s Property Management System (PMS), key card system and CORE inventory management system.


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


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.


Oversees the front desk change fund and coordinates cash audits quarterly.


Responsible for the accountability of all 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 the housekeeping department to ensure rooms are ready for occupancy. May be required to run/print and interpret various reports from the PMS; such as Accounts Receivable reports, Expected Arrivals, Departure List, In-House Guest List and Night Audit reports.


Performs other related duties as assigned.




Requires one years 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 a personal computer and various software programs, including knowledge of the property management system.


Must possess basic math and reading skills.


Must be able to communicate clearly and effectively both verbally and in writing in English.




The incumbent reports directly to and receives technical control and guidance from the Front Office Manager and is charged with ensuring that established functions and policies for the front desk are implemented.


The incumbent is given latitude in exercising independent initiative and judgment in the execution of duties and responsibilities related to the front desk operation.


Incumbent is sufficiently knowledgeable of front desk operations to supervise recurring transactions. Receives general guidance, advice and suggested techniques for handling unusual, nonrecurring situations.


The Front Office Manager will provide guidance for handling unusual situations.



The incumbent carries out assignments in accordance with various DOD and Navy regulations. Judgment and knowledge in selecting, interpreting and applying the appropriate regulations and policies are necessary.


The incumbent develops the techniques required to accomplish the stated mission and objectives using independent and sound judgment, initiative, and resourcefulness. Assistance and guidance is provided by the Front Office Manager for detailed assignments.



The operation conducts business 24 hours a days, 365 days a year. The incumbent frequently works under pressure and undergoes frequent periods of intense concentration. Customer service and privacy of information is of foremost importance in this position.


Front desk personnel work various shifts. The incumbent, over a period of time, will be required to work each shift and must be trained to accomplish all front desk tasks.


The general purpose of this work is to manage and supervise the functions of front desk operations; reservations; operate a telephone system; and provide superior customer service to guests.


Independent judgment is required to determine the appropriate response to operational and administrative issues that arise when the supervisor or higher level management is not present. Work involves a variety of different and unrelated functions, such as, but not limited to, administrative functions.


Incumbent must possess the ability to learn and apply rules, regulations and instructions pertaining to lodging operations.



The purpose of the work is to provide on-site management for the front desk operation. The work directly contributes to the military members, retirees, civilians and family member's quality of life, mission readiness and contributes to job satisfaction and retention of valuable members.



Contacts include CNIC staffs, regional staff, all installation department heads, lodging staff, Public Works, tenant commands commanding/executive officers, especially those tenant commands with personnel residing in the lodging facilities. Has contact with contractors, vendors and representatives of private industry.



Contacts are made to coordinate and/or obtain information relating to the front desk operation.




Work is primarily performed in an office environment.


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



Work is primarily performed indoors in areas that normally have adequate heat, light and ventilation.



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, as necessary to meet mission requirements.


May be required to possess a valid state driver’s license.


Travel to other facilities may be required within the normal scope of duties. Applicants will be notified when this is a requirement for appointment.


This is a non-critical sensitive position requiring access to automated systems that contain PII on military personnel that is protected from disclosure by the DoD Privacy Program, DoD 5400.11-R. PAS 061716


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. PAS 061716 The incumbent is expected to obtain the Certified Hospitality Supervisor (CHS) within 6 months of employment, and all requirements for Navy Lodging Program (NLP) front desk certification, as well as, any other requirements outlined in the Lodging Career Path Guide.


Pen and ink changes to delete reference to “non-critical sensitive” designation and “ANACI” requirement completed via strikethrough. P. Spakes, CNIC Principal Classifier, 061716



Obtain posted NAF Application from  Application and required documents MUST BE submitted no later than close of business on closing date to: CNRH FFR, Attn: NAF Human Resources, Bldg. 3456, 600 Main Street, Honolulu, HI 96818; or e-mail to:, or by fax to (808) 422-3782.



  • NAF Application
  • Completed OF 306 - Declaration for Federal Employment
  • Proof of Education (transcripts if qualifying based on education)
  • If claiming Veteran’s Preference, page 4 of DD214 is required, showing reason for discharge and re-entry codes
  • Military Spousal Preference (MSP) Form and Military Orders
  • Last Personnel Action Report (PAR) or SF-50, if applicable






Using the qualifications of the positions, a predetermined Ranking and Rating Criteria of knowledge, skills and abilities will be used for each application.  Applicants who do not meet the qualifications required will not be interviewed and interviews may be limited to best qualified applicants.



Management reserves the right to consider and make additional hiring selections, for this specific position, from the certified list of eligible candidates within 90 days of the closing date of this job announcement.




We offer a competitive benefit package for regular employees.  All benefits offered (medical, dental, life insurance, spouse & dependent life insurance, long-term disability, retirement, and 401(k) savings plan.)  You can review our benefits at



A selection may be made from the resumes/applications received at the first cut-off date.  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.  Salary is commensurate with experience and/or education.


Reasonable accommodations are provided to applicants with disabilities. If reasonable accommodation is needed for any part of the application and hiring process, please contact the Human Resources Manager at 422-3784. The decision on granting reasonable accommodation will be on a case by case basis.

Military Spousal Preference (MSP): 1. The MSP Certification Form must be completed and attached to application at time of submission.  2. Military Spousal Preference applies to all positions in pay bands NF 1-3, CY positions, and equivalent Crafts and Trades position for which qualified.


Veterans Preference (VET):  You must request for preference at the time you submit your application and attach a copy of your DD214 member page four to certify eligibility.


All required documents submitted for this position must indicate the announcement number, position title and full name of the applicant on each document.

Condition of employment: selectee will be required to participate in the Direct Deposit/Electronic Funds Transfer within the first 30 days of employment. This is the DoD standard methods of payment of personnel.

All positions require a satisfactory completion of a National Agency Check (NAC) or equivalent background check.

We are an E-Verify participant.



The Department of the Navy is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, religion, sex, national origin, age, disability, marital status, political affiliation, sexual orientation or any other non-merit factor.



Commander, Navy Region Hawaii

Joint Base Pearl Harbor Hickam

NAF Human Resources Office

600 Main St.

Honolulu HI 96818





Your application will be reviewed after the closing date of the announcement in which you have applied.  The recruitment process takes an average of 2-3 weeks from closing date.  Due to the volume of applications received, applicants may not be notified of non-selection. Management also reserves the right to cancel the vacancy announcement at any time during the recruitment process. 



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