Lead Guest Services Representative

Summary

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

Duties

• 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: https://apply.usastaffing.gov/ViewQuestionnaire/13077893

Qualifications

Who May Apply: Open to those in Oahu, Hawaii. 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: Must have prior experience, which demonstrates the ability to lead the work of others. Must have excellent customer service skills or have relative experience in handling customers. Working knowledge of Epitome (PMS) desirable. Sufficient experience that demonstrates adequate knowledge of a private hotel/motel and military lodging front desk operations is preferred. Certified Hospitality Supervisor (CHS) is desired. The incumbent must be able to work a regular or rotating schedule that may include evening or nights, weekends, and holidays.

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.

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: 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.