Senior Guest Services Representative

Air Mobility Command•Dover AFB, DE

1d•Onsite

About The Position

This Non-appropriated Fund (NAF) position is assigned to the Eagle's Rest Inn on Dover AFB and works 0–40 hours per week. The Senior Guest Services Representative supports front desk operations by relaying supervisor instructions, training and observing new employees, sharing best practices, assisting with clerical and system errors, and balancing team workloads. The role helps maintain operational, quality, and safety standards and may provide input on employee performance and training needs. The position provides guest services and performs lodging front desk and cashier duties. Responsibilities include managing reservations, registering guests, assigning rooms, issuing keys, confirming guest information, processing charges and payments, preparing reports, and updating occupancy and housekeeping records. The employee also addresses guest complaints, reports incidents and maintenance issues, maintains supplies and the cleanliness of the front desk and lobby, performs night audit procedures, closes credit card machines, and administers the lost and found program. The incumbent must complete a background investigation with favorable results and meet state and legal age requirements for selling alcoholic beverages. The schedule may be regular or rotating and may include evenings or nights, weekends, and holidays.

Requirements

Experience using automated systems and computer software, such as a hotel property management system or equivalent.
Experience providing tactful verbal and written communication when addressing guest needs and enforcing facility policies, requirements, and rules.
Complete a background investigation with favorable results.
Meet state and legal age requirements for the sale of alcoholic beverages.
Be able to work a regular or rotating schedule that may include evenings or nights, weekends, and holidays.
Applicants must meet the position’s qualification, eligibility, and background requirements.

Nice To Haves

Previous experience leading the work of others is highly desirable.

Responsibilities

Relay work instructions from the supervisor; provide on-the-job training for new employees; and observe new team members’ work in progress.
Share front desk best practices and assist in correcting clerical and system errors.
Model work standards and follow operational procedures and policies; help ensure established quality and safety standards are met.
Balance team members’ workloads during a shift and provide input to the supervisor on work performance or training needs when asked.
Maintain incident logs and reports, report safety violations to the immediate supervisor, and report incidents to the proper authority.
Ensure adequate supplies and equipment are available.
Resolve straightforward guest complaints, document the situation and outcome, and elevate complaints that cannot be resolved at this level.
Receive and confirm room reservations by letter, telephone, email, or personal contact.
Register and assign rooms to guests, make and issue room keys, and escort guests to rooms as needed.
Ensure that only authorized patrons use government-sponsored quarters.
Calculate and post charges to patron accounts, balance totals against control records, accept payments, make change, and present checkout statements.
Prepare and safeguard cash receipts and prepare daily cashier’s and activity reports; prepare consolidated daily activity reports when required.
Update the automated database for occupancy and checkouts and maintain the current checkout list.
Maintain and sell sundry items to patrons.
Ensure guest information is received and entered into guest folios, and print backup reports from the property management system.
Update room housekeeping status and report guest-reported maintenance problems to the appropriate person or organization.
Keep the front desk area and lobby clean.
Perform night audit procedures and close credit card machines nightly.
Maintain the lost and found program.
Perform other related duties as assigned.