GUEST SERVICES MANAGER

Full Job Description

About the position: This position is Non-appropriated Fund (NAF) and will be assigned to the Fighter Country Inn.

The incumbent must be able to work a regular or rotating schedule that may include evening or nights, weekends, and holidays. Guaranteed 35 hours per week.

Benefits included: Health/Life Insurance, 401K, NAF retirement, Annual and Sick Leave. 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, 02/24/2026 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: Functional experience in front desk operations to include cashier and general office work for hotel/lodging facility.

Skill using a property management system; communicating instructions (verbal/written); analyzing operational issues then developing and implementing solutions.

Ability in resolving customer complaints; applying management methods and techniques (i.e., leading a team in accomplishing work; evaluating performance; creating work schedules).

Must meet state and legal age requirement for sale of alcoholic beverages. Successful completion and favorable adjudication of applicable background investigation (Tier 1 Level) is required.

The incumbent must be able to work a regular or rotating schedule that may include evening or nights, weekends, and holidays. Major Duties:

Ensures efficient service and meaningful experiences for guests. Surveys patrons to identify needs and expectations.

Responsible for resolving sensitive guest situations on an individual basis through telephone calls, email, or special interactions.

Converses and interacts with guests about complaints and directs other employees as needed, or works directly with guests to resolve the concern.

Responds to inquiries, concerns, and compliments by preparing documentation and correspondence in proper format after researching matters relevant to the subject.

Coordinates with Lodging Manager to establish and maintain budgets for departmental needs and staff development, incentives, and recognition items.

Performs front desk duties in the lodging guest reception unit, as time permits. Supports and explains management programs to subordinates.

Implements corrective actions within authority to resolve work problems. Recommends solutions to staffing problems, work operations, etc. as appropriate to other supervisors.

Plans, establishes, and schedules leave; sets performance standards; selects the most suitable applicants for vacancies, determines performance ratings and training needs; and prepares and recommends disciplinary actions.

Advises and counsels workers on how to improve their performance, and explains new work techniques.

Investigates grievances and complaints; resolves them informally, notifying supervisors of those of sufficient importance or seriousness.

Keeps supervisor(s) informed of progress and advises supervisor(s) of significant developments that may impact plans, projects, or operations.

Performs required Lodging management duties as needed in the absence of Lodging Manager to ensure operational continuity.

If interested in applying for this position you may preview the online application: https://apply.usastaffing.gov/ViewQuestionnaire/12890936