GUEST SERVICES MANAGER

Full Job Description

About the position: This position is Non-appropriated Fund (NAF) and will be assigned to the Sheppard AFB Lodging. 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, 03/20/2026 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 supervisory experience and demonstrated a mastery of front desk operations from either military or civilian hotel operation; or the ability to build teams and work with others.

Applicant must have experience in general clerical or cashier work of any kind in which the applicant has demonstrated ability to perform satisfactorily in handling multiple tasks and providing quality customer service.

Experience must have demonstrated the ability to resolve common arithmetic problems, and to make change when receiving payment from customers. Must be able to read, speak, and write English.

Must meet state and legal age requirement for sale of alcoholic beverages. Must be able to satisfactorily complete a National Agency Check with Inquiries (NACI).

You will be evaluated on the basis of your level of competency in the following areas: Major Duties:

Responsible for the efficient and economical operation of the Lodging Guest Reception, which includes both reservations and front desk operations.

Accepts requests for reservations - group and individual, according to space availability.

Orders and issues non­-availability numbers when adequate quarters are· not available and assigns eligible TDY travelers to commercial contract quarters.

Registers and assigns rooms to guests, issues room keys, and may escort guests to rooms when called for. Calculates and posts charges to patrons' accounts and balances totals with control records.

Accepts payment, makes change, and presents departing guest's checkout statements.

Prepares and safeguards cash receipts, prepares daily cashier's report, daily activity report, and may prepare consolidated daily activity report.

Maintains daily quarters occupancy and current checkout list; acts on special requests from guests for service; operates a telephone system for guest use; ensures the availability of information on local area dining, lodging, and tourism is available for guests; provides emergency notification for guests; ensures that personal belongings deposited by the guest, or found, are safeguarded; ensures a night audit is performed daily.

Ensures cleanliness of lobby and reception area. Maintains the retail sales inventory comprised of sundry and beverage items available for patron purchase.

As time permits, performs non-supervisory duties as Guest Service Representative in the lodging guest reception unit. Implements corrective actions within authority to resolve work problems.

Recommends solutions to staffing problems, work operations, etc., as appropriate to other supervisors. Supports and explains management programs to subordinates.

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. Performs other related duties as assigned.

If interested in applying for this position you may preview the online application: https://apply.usastaffing.gov/ViewQuestionnaire/12904590