Lead Guest Services Representative

About the role

About the position: This position is Non-appropriated Fund (NAF) and will be assigned to Bellows Air Force Station, Waimanalo, Hawaii.

What you will do

• Responsible for leading the work of Guest Service Representatives (GSR).
• As a working leader, performs the following duties: Exemplifies customer service standards, distributes and balances workload between employees and assists in the scheduling staff and closing payroll.
• Observes work in progress, manages production, and adheres to AF, DOD, Bellows AS, Federal and State regulations and policies, and quality and safety standards.
• Instructs and trains new employees.
• Attempts to resolve all customer and employee complaints and elevates difficult/uncommon situations to supervisor.
• Follow-up on reported issues to ensure they are resolved.
• Provides input on employee performance, development, and disciplinary issues.
• Reports all repair and maintenance requirements according to established policy and procedure ensuring all lodging departments are kept abreast of housekeeping and maintenance issues.
• Performs duties using Epitome Property Management System (PMS) to make and modify reservations, cancel bookings, check-in/ check-out guests and process payments/refunds.
• Receives and confirms room reservations by telephone, email, or personal contact.
• Oversees the assignment of rooms to authorized customers based on local and Air Force policies.
• Establishes and confirms group reservations.
• Prepares various reports, submits and maintains maintenance work order program communications.
• Conducts morning and evening room reconciliation meeting.
• Performs switchboards functions.
• Produces and issues keys to guest.
• Performs computer cash register functions and prepares cash receipt vouchers and provides end of shift justifications for imbalances.
• Ensures internal cash controls are being practiced and comply with governing policies.
• Perform night audit and produce relevant revenue reports.
• Reviews anti-robbery and bomb threat reaction procedures for the OSRs.
• Performs backup timekeeping and payroll responsibilities for GSM.
• Performs other related duties as assigned.
• If interested in applying for this position you may preview the online application: ***

Education

Some federal jobs allow you to substitute your education for the required experience in order to qualify. This position does not allow for education substitution.

How you will be evaluated

Your resume and supporting document will be evaluated against the qualifications of the position. Once the announcement has closed, a review of your application package (resume, supporting documents, and responses to the questionnaire) will be used to determine whether you meet the qualification requirements listed on this announcement.

If you are minimally qualified, your resume and supporting documentation will be compared against your responses to the assessment questionnaire to determine your level of experience.

If, after reviewing your resume and/or supporting documentation, a determination has been made that you have inflated your responses to meet the position's qualifications and/or experience, you may lose consideration for this position. Please follow all instructions carefully when applying, errors or omissions may affect your eligibility.

You should list any relevant performance appraisals and incentive awards in your resume as that information may be taken into consideration during the selection process. If selected, you may be required to provide supporting documentation.

To better expedite the hiring process, we recommend including full contact information (name, address, phone number, email, etc.,) for professional and personal references on your resume.

Documents you must provide

• Required documents may vary based on the eligibility you are claiming (i.e., applying as a Military Spouse Preference - MSP, applying as a veteran, applying as a current federal employees, applying as a displaced employee, etc.,).
• The below document(s) are required and MUST be submitted with your application by the closing date of this job announcement: Resume Your resume may be submitted in any format and must support identified the general or specialized experience described in this announcement.
• If your resume includes a photograph or other inappropriate material or content, it will not be used to make eligibility and qualification determinations and you may not be considered for this vacancy.
• Other accepted documents to support a qualification and/or claimed preference/priority eligibility may include: Cover Letter DD-214/ Statement of Service Diploma/ GED Disability Letter (VA) License Other (1) Other (2) PCS Orders Professional Certification Proof of Marriage Status Resume Separation Notice (RIF) SF-50/ Notification of Personnel Action Transcript As described above, your complete application includes your resume, your responses to the online questionnaire, and supporting documents which prove your claimed eligibility.
• If you fail to provide these documents, you will be marked as having an incomplete application package and you will not be considered any further.
• NOTE: Documents submitted as part of the application package to include supplemental documents may be shared beyond the Human Resources Office.
• Some supplemental documents such as military orders and marriage certificates may contain personal information for someone other than you.
• You may sanitize these documents to remove another person's personal information before you submit your application.
• You may be asked to provide an un-sanitized version of the documents if you are selected to confirm your eligibility.

What to expect next

If you provided an email address, you will receive an email message acknowledging receipt of your application. Times may vary during the hiring process, as your application status updates/changes you will be notified with a notification letter via email.

Additional information

Individual must fully meet qualification/eligibility/background requirements for this position. U.S. Citizens and Non-U.S. Nationals who have resided in the U.S. Territory for three (3) or more consecutive years immediately preceding the start of Federal affiliation or a signed memorandum indicating the installation's decision on the 3-year residency requirement.

Male applicants born after December 31, 1959 must be registered for Selective Service. Direct deposit is required. Satisfactorily complete an employment verification (E-Verify) check.

A probationary period may be required. Pre-employment requirements must be satisfactorily met prior to Entrance on Duty (EOD). Payment of Permanent Change of Station (PCS) costs is not authorized, based on a determination that a PCS move is not in the Government's interest.

Multiple positions may be filled from this job opportunity announcement. And additional selections may also be made from this job opportunity announcement. Selection(s) are subject to restrictions resulting from hiring preferences and priority consideration eligible.

This is a Nonappropriated Fund (NAF) position carrying out Morale, Welfare and Recreation (MWR) activities for the Air Force and Space Force.

Applicants must be able to provide a REAL ID or present a combination of source identity documents authorized to facilitate access to the installation.

Please contact the servicing HR Office with any questions.