SENIOR GUEST SERVICES REPRESENTATIVE

About the role

About the position: This position is Non-appropriated Fund (NAF) and will be assigned to the Eagle's Rest Inn on Dover AFB. Flexible - Works from 0-40 hours per week

What you will do

• Responsible for relaying work instructions from supervisor; provides on the job training for new employees; observes work in progress of new team members.
• Shares learned best practices of front desk operations.
• Assists in correcting clerical and system errors.
• Exhibits work standards while following operational procedures and policies.
• Ensures adherence of established quality and safety standards.
• Balances workload of team members during shift ensuring efficient output of work.
• May be asked to provide input to supervisor on employee's performance of assigned work and/or identify training needs.
• Maintains logs of incidents and reports.
• Reports all violations of safety to immediate supervisor.
• Ensures adequate stock supplies and equipment are available to do the work.
• Resolves straightforward guest complaints and documents situation with outcome.
• Elevates guest/employee complaints that are unresolvable at his/her level.
• Reports incidents to proper authority.
• Ensuring customer service is the first priority.
• Receives and confirms room reservations by letter, telephone, email, or personal contact.
• Registers and assigns rooms to guests, makes and issues room keys, and may escort guests to rooms as needed.
• Ensures that only authorized patrons use government sponsored quarters.
• Calculates and posts charges to patrons' accounts and balances totals with control records.
• Accepts payment, makes change, and presents departing guests' checkout statements.
• Prepares and safeguards cash receipts, prepares daily cashier's report, daily activity report, and may prepare consolidated daily activity report.
• Updates automated data base on occupancy and checkouts.
• Maintains current checkout list.
• Maintains and sells sundry sales items to patrons.
• Ensures required information is received from guest and entered into guest folio.
• Prints backup reports from property management system.
• Ensures housekeeping status of rooms is updated.
• Records and notifies appropriate person/organization of maintenance problems reported by guests.
• Ensures front desk area and lobby remains clean.
• Process Night Audit procedures and close credit card machines nightly.
• Maintains the lost and found program.
• Performs other related duties as assigned.
• If interested in applying for this position you may preview the online application: ***

Education

This position does not have an education qualification requirement.

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. This position is not included in a bargaining unit.

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.