SENIOR GUEST SERVICES REPRESENTATIVE

Summary

About the position: This position is Non-appropriated Fund (NAF) and will be assigned to the INNS OF DYESS This position is considered RPT and is Swing Shift. The position is guaranteed 20 hours per week. You may be required to work some nights, weekends and holidays. Will have rotation with the on-call phone for front desk.

Duties

• Responsibilities 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 log 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. Ensures 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: https://apply.usastaffing.gov/ViewQuestionnaire/13090045

Qualifications

Who May Apply: Open to everyone. Applicants will be categorized by preference(s) and/or priority consideration eligibilities. An applicant's eligibility will be determined based on eligibility claimed in the questionnaire and proof of eligibility MUST be provided with application by the closing date, 10/20/2026 Business Based Action, Military Spouse Preference, Outside Applicant Veteran, Spouse/Widow/Parent of Veteran, and Transition Hiring Preference In order to qualify, you must meet the experience requirements described below. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student; social). You will receive credit for all qualifying experience, including volunteer experience. Your resume must clearly describe your relevant experience; if the position allows for qualifying based on education, your transcripts will be required as part of your application. Qualifying Experience: : utilizing automated systems and computer software (i.e., hotel property management system or equivalent); providing verbal and written communication tactfully when attending to the needs of guests and enforcing various policies, requirements and rules of the facility; performing front desk duties (i.e., reservation requests; assigning rooms; customer checkout procedures; running cashier reports, etc.). Previous experience leading the work of others is highly desirable. Conditions of Employment: Successful completion and favorable adjudication of applicable background investigation (Tier 1 Level) is required. The position requires the incumbent to meet state and legal age requirement for sale of alcoholic beverages. The incumbent must be able to work a regular or rotating schedule that may include evening or nights, weekends, and holidays. Will have rotation with the on-call phone for front desk You will be evaluated on the basis of your level of competency in the following areas:

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. FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying.

Required documents

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: references 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 references 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.