Lead Hotel Customer Service Agent, RFT, NF-02

About the role

Serves as a Lead customer service agent at a lodging property having in excess of 399 rooms.

What you will do

• As working leader, leads others in the performance of work related to the duties involved assisting guests at the hotel front desk operation.
• Ensures manager's directives and plans are communicated and followed and provides status and information reports as required.
• Directs the performance of work and makes recommendations regarding work processes, methods, or actions related to employee performance, evaluation, training, etc. As working leader: Warmly welcomes and interacts with arriving guests and visitors.
• Checks in and out guests in support of the front desk reception service on an as needed basis.
• Assigns guest room, accepts payment, gives receipt and room keys.
• Posts charges and payments and responsible for the accountability and safekeeping of the assigned change fund.
• Cashes travelers and personal checks and secures credit card authorizations.
• Sells hotel services such as tickets for events and shows.
• Provides information on the various hotel services, programs, offerings, and local points of interest.
• Answers guest inquiries on the general lodging layout, parking, and room features.
• Resolves conflicts of a minor nature and advises supervisor of more serious and non-routine concerns for resolution.
• Performs all related clerical tasks associated with the above functions.
• Work experience in the hospitality industry that demonstrated the ability to perform the duties as stated above with minimal supervision.
• Must be able to exercise tact and diplomacy when interacting with people, and be able to communicate in a clear, concise, and grammatically correct manner.
• Must have the mathematical ability to add, subtract, multiply and divide at the level necessary to complete required reports and the ability to use office automated equipment in the performance of the required duties.
• Must have a friendly, courteous attitude around guests and co workers and be knowledgeable and able to provide information on the local area and points of interest.

How you will be evaluated

Your experience is subject to evaluation and verification against the information in your resume. The numeric rating you receive is a self-assessment only and is based on your responses to the questionnaire.

Do not overstate or understate your level of experience and capability.

If a determination is made that you rated yourself higher than is supported by your resume, or if your resume lacks sufficient information, you will be rated accordingly or you may be considered ineligible.

IN DESCRIBING YOUR WORK EXPERIENCES, PLEASE BE CLEAR AND SPECIFIC.

WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.

Your application will remain active for 60 days or upon declination of the position identified in this vacancy (whichever occurs first). Applicants will be referred as vacancies occur. Hiring preferences and priority considerations will be applied in accordance with Federal Law and applicable regulations.

Documents you must provide

• Our job application (DA Form 3433) will be accepted in place of a resume.
• Please note that if you upload multiple resumes, only the most recently uploaded version will be used to determine your qualifications for this position.
• The below items are accepted and may be needed to support a qualification and/or claimed priority/preference Cover Letter DD-214/ Statement of Service Other (1) Resume SF-50/ Notification of Personnel Action Including any of the following on your resume may result in an ineligible rating: Classified or government sensitive information Social Security Number (SSN) Photos of yourself Personal information, such as specifically mentioning your age, gender, race/national origin, etc Encrypted and digitally signed documents Illegible documents or files that cannot be opened

What to expect next

Referred applicants may be evaluated by a rating panel to determine the quality and extent of total accomplishments, experience, education, and/or certification. The top candidates will be forwarded to the hiring official for selection consideration and may undergo an interview and reference checks.

Additional information

Additional selections may be made from this vacancy announcement for up to 60 days after the closing date. Payment of Permanent Change of Station (PCS) costs is not authorized based upon a determination that a PCS move is not in the Government interest.

Please check out our application information kit to view additional information you may find useful when applying for our jobs. **To ensure compliance with an applicable preliminary nationwide injunction, which may be supplemented, modified, or vacated, depending on the course of ongoing litigation, the Federal Government will take no action to implement or enforce the COVID-19 vaccination requirement pursuant to Executive Order 14043 on Requiring Coronavirus Disease 2019 Vaccination for Federal Employees. **Federal agencies may request information regarding the vaccination status of selected applicants for the purposes of implementing other workplace safety protocols, such as protocols related to masking, physical distancing, testing, travel, and quarantine.