The BOQ and BEQ officers are the direct representatives of the BQ officer. In this capacity, they are responsible for the administration and management of both the BOQ and BEQ  figures 10- , 10-2, and 10-3 are provided to give an overview of the BQ, BOQ, and BEQ organizational frameworks respectively.

Normally, the BOQ and BEQ officers have the following similar responsibilities:

Exercise overall supervision of operating the BOQ or BEQ, including budgeting and comprehensive planning

Serve as custodian of all records and property of the BOQ or BEQ

Assign duties and supervise the work of the enlisted personnel and civilian employees engaged in the various activities of the BQ

Set up a continuing training program for all operating personnel

Verify the receipts of merchandise and equipment

Maintain accurate records and accounts of the nQ

Figure 10-2.-BOQ organization.

Figure 10-3.-BEQ organization.

Act as division officer for the enlisted personnel assigned to the BQ

Sign purchase orders when present; otherwise, assign this duty to the purchasing agent who meets or contacts vendors

Are responsible for the receipts, safekeeping, deposit, disbursement, and accountability of funds

Prepare monthly financial statement of the BQ Front Desk

To maximize the effective use of limited staffing resources, establishing a front desk is strongly recommended. Where the presence of outlying quarters makes it impractical to maintain a central desk, a satellite desk is recommended. A further savings in resources can be realized by locating both the linen issue and cleaning gear check-out point in one central area. The size of the BQ complex determines the number of personnel required to meet these functions. The front desk personnel are responsible to the BQ officer.

The front desk is one of the first places an incoming individual encounters. Thus, the front desk personnel must provide a courteous and prompt berthing assignment in a service-oriented, responsible atmosphere. Since first impressions are often lasting ones, the front desk is the point at which the individual should be greeted and issued the BQ welcome aboard pamphlet. It is the front desk clerk who should be able to answer incoming personnel inquiries about meal hours and base transportation. Residents should be advised of their responsibilities while living in the quarters at check-in time.

The front desk is the single contact point for the initial issue of linen, room assignments, and keys. Use of this method in the assignment of all BEQs and BOQs results in tighter control and better accountability. It also results in fuller use and more accurate reporting of matters on the availability and capacity of quarters, such as the number of per diem authorizations granted.

Some physical facilities do not permit guests and visitors access to the functional living area of the occupant. For this reason a special emphasis should be placed on the appearance of the front desk area. This is because it will serve as the locator and waiting or meeting area for the occupants and their guests.

The front desk clerk must have training, the necessary equipment, and a guide that specifies the list of duties. Each duty should be explained separately and should be broken down into detail.

The front desk clerk has the following responsibilities:

Must know the charges that must be collected from certain categories of guests. List of charges also should be posted at the front desk.

*Handles service and other charge payments for the BQ billeting fund.

Must be instructed on how to prepare and complete BOQ and BEQ registration cards and computerized forms.

Must be courteous, tactful, and maintain a standard method to welcome the incoming residents. The front desk clerk must be familiar with and have read the Navy Customer Service Manual, NAVEDTRA 10119-B 1.

Administers the provisions of NAVPERS 15606 and all pertinent Navy and local BQ instructions.

Provides check-in and check-out service 24 hours a day, 7 days a week.

Maintains locator file.

*Assigns all personnel (permanent and transient) to adequate rooms or space according to the BQ occupancy plan.

Prepares and compiles the daily utilization worksheet.

Coordinates and monitors public works trouble call logbook if a maintenance coordinator is not assigned.

Maintains strict and accountable room key controls for the entire BQ. Refer to the NAVPERS 15606 for detailed information on actual BQ key control procedures.

Acts as the BQ officer's representative during nonworking hours.

Acts as cashier, handles all incoming funds, and cashes personal checks of the residents.

Acts as custodian of all lost and found articles. Maintains records at the front desk. Periodically posts a list of items on the bulletin boards, publicizing items that have been found.

Makes sure sundry items, if sold at the front desk, are available to meet the patron's requirements. This is done for the convenience of the patron regardless of the hour that the patron may request this service.

The front desk clerk should make every effort to furnish guests with information that will be helpful to them during their stay at the activity. Bulletin boards and comprehensive information brochures or welcome aboard pamphlets must be standard procedures in all BQs.

WELCOME ABOARD PAMPHLETS.- The front desk clerk must make sure all residents of the BQ who are reporting for permanent duty receive a welcome aboard pamphlet. This pamphlet is the primary source of information for residents and should be provided during check-in. To be effective, the welcome aboard pamphlet should be directed toward the BQ occupant and kept to a readable size. The BPO should review the pamphlet with the new resident and answer questions that may arise. A transient fact sheet maybe provided to all personnel in a transient status to reduce costs. Transient fact sheets cost much less to produce than full welcome aboard pamphlets.

The following items are mandatory for a welcome aboard pamphlet:

Copy of the BQ regulations

List of all services provided (exchanges, churches, special services) and their hours of operation

Base map

Civilian and military transportation available and schedules of this transportation

Phone numbers of all emergency and service organizations

Any information about environmental factors such as hurricane conditions, excessive hot or cold periods or seasons, possible flooding, and dangerous animals

The warning signals for any emergency situation must also be given

Applicable service charges for rooms Additional Items.- The command also should consider including the following:

Ofd base recreation available

Command letter of welcome

Suggestion/complaint form

Transient Fact Sheet.- When providing an information sheet for transients, the following must be included:

Condensed version of the BQ regulations, especially as they apply to transient residents

Services offered and hours of operations

Transportation available and schedules

Emergency phone numbers

Applicable service charges for rooms

Base map

SUGGESTION BOXES.- Suggestion boxes area good means of setting up communication between residents and the BQ officer. At small commands these boxes must be placed at the front desk. Large commands must place them in service areas such as vending areas and laundries. The key to the suggestion boxes should be in the custody of the BQ officer. The BQ officer should make sure each suggestion receives a personal or written response. (Se ) The success of the suggestion box is based primarily on providing positive feedback to the occupant. The suggestions should be discussed at the BQ advisory committee meetings and posted on the bulletin boards with appropriate comments. Consideration should also be given to publishing the suggestions and responses in the BQ newsletter. Suggestions should be forwarded through the chain of command to get the required actions.

NEWSLETTERS.- The BQ newsletter is an excellent method for providing BQ residents with information on current events taking place in the BQ. The newsletter must be kept short, interesting, worth reading, and directed toward the residents. Some of the items that may be included in the newsletter are as follows:

Figure 10-4.-Bachelor quarters suggestion sheet.

Minutes of BQ advisory committee meetings

Suggestions or complaints and the action taken on them

Projected BQ improvements

BQ improvements accomplished

New residents

Ideas to improve living standards or solve problems

HANDLING CASH.- Your duties may involve handling cash receipts at the front desk. Any funds entrusted to your care must be handled strictly according to the established procedures without taking any shortcuts. This reduces the chance of error or shortage. As a cashier, you are held responsible for all funds in your custody. You are more likely to be involved with collecting cash for service charges. These duties normally include the following:

Obtaining and counting the change fund

Operating the cash register

Receiving payments and making change

Cashing checks (if authorized)

Counting cash receipts

Preparing the daily activity record

Change Fund.- A change fund is an amount of money advanced to a cashier for use in making change. Each cashier signs a receipt for the total value of the change fund and is responsible for it. It is very important, therefore, that you count the change fund before signing for it to make sure no error has been made.

The cashier normally receives the change fund before going on duty and returns it with the receipts when relieved. When the change fund is passed to a relieving cashier instead of being turned in with the cash receipts, the relieved cashier's cash receipt is documented on the Daily Activity Record, NAVCOMPT Form 2211 i- . Since the change fund is actually passed on to the relieving cashier, this fund is said to have "revolved."

The Cash Register.- Cash registers are normally used at each front desk location where the collection of money is a regular, daily occurrence. The use of a cash register is particularly desirable when written records are not made of each transaction. When a cash register is not available or its use is not practical, a cashbox or drawer may be used. The following discussion applies to the use of cash registers. However, part of it also applies, with modifications, to the use of a cash drawer or cashbox for cash transactions.

A cash register should give years of service if it is not mistreated. Operating characteristics of the different makes and models vary widely, but most of them perform the same function.

In addition to keys for recording the amount of the transaction, special keys may be provided to indicate cash sales, paid out, and no sale. When more than one cashier uses the same cash register, special keys can be used to identify the cashier handling the transaction. One of the more important functions performed by the cash register is the accumulation of totals provided by its registers. Normally, a register is provided for each special key plus a grand total register. The registers are concealed by a locked cover that can be opened only by a key retained by the person designated to read the register. The register totals are gained by unlocking the cover and reading them visually or by printing out the totals on cash register tape.

A key also is provided to lock the cash register. This key should be held by the cashier. Whenever the cashier must leave the vicinity of the cash register, it should be locked. This will prevent access by unauthorized persons. The cash drawer of an empty cash register should always be left visibly open.

Special compartments are provided in the cash drawer for the various denominations of coins and bills. You may use whatever sequence you prefer in distributing coins and bills in the compartments, but be consistent. Also, different denominations of coins or bills should not be mixed in one compartment. If the coins and bills are mixed, making change will be more complicated and the chance for error will be increased. When new bills are received, a corner should be turned down on each bill to prevent them from sticking together. Checks and large bills may be placed in separate compartments or beneath the tray of the cash drawer.

Payments and Change.-As a cashier, you should develop correct habits for handling payments from patrons. You should use the following five steps when handling any cash transaction:

1. Count all money you handle carefully. This includes the change fund, the money you receive from customers, and any additional change you receive during the watch.

Figure 10-5.-Daily Activity Ricord, NAVCOMPT Form 2211.

2. Repeat aloud the amount of money handed to you, as well as the amount if sale. You will avoid the chance of becoming confused, or the chance of the customer being mistaken about the amount of money given to you, by doing this for every sales transaction.

For example, as the person hands you the money, you should say, "Thank you, that will be $4.35 out of $5."

3. Leave the amount received on the change plate until you count the change from the cash drawer so there can be no question about the correct amount. If someone interrupts you or you forget, you will have the exact amount received in front of you just below the keys of the cash register.

4. Count the change twice-first as you take it from the cash drawer, and again as you give it to the customer. Start counting the change from the amount rung until you build up to the amount received. For example, if you ring up $4.35 out of $5, you would pick up a nickel and a dime from the drawer and count aloud, "four forty, four fifty," and then pickup two quarters and count, "four seventy-five, five dollars." Repeat this procedure as you count the change into the customer's hand. If you or the customer finds an error in the count, take back all the change, make the correction, and then count the change correctly. Be very careful not to put the customer's money into the cash drawer until you have counted out the change and the customer has accepted it.

5. Handle only one transaction at a time. Concentrate on one customer exclusively. Take money from only one person at a time. Ring up one sale at a time. Close the cash drawer after completing each transaction.

Cashing Checks.- Each facility sets up its policy for cashing checks. As a cashier, your first responsibility must be to thoroughly familiarize yourself with that policy. Usually it will specify which cashiers may cash checks and the maximum amount for which a check can be cashed. This limitation is necessary because most cashiers do not keep a large amount of cash in their cash registers. Additionally, cashing large checks may deplete the tush needed for making change.

When accepting checks, either in payment for charges or for cashing, you should observe the following rules:

They should be written in ink or indelible pencil.

They must be dated and signal

They must not contain corrections or erasures.

The amount shown in figures must agree with the amount written out.

The information on the check should correspond with the personal identification.

Closing Out.- At the close of business or at the end of your watch, you must close out the cash register. The results of this closing out are shown on the Daily Activity Record, NAVCOMPT Form 2211 (Fig. 10-53.

The cashier fills in the heading of the form and completes item 20 and lines 1 through 6. The person verifying cash and charges verifies lines 1, 2, and 5, and then completes lines 7 through 11. The next step is to have the person designated to read the cash register fill in lines 11 through 18.