Hotel Customer Service Agent, NF-02/RPL

Full Job Description

It is the applicant's responsibility to read all sections and associated links in this announcement. Edelweiss Lodge and Resort, nestled in the heart of the Bavarian Alps, proudly serves U.S.

service members, veterans, and their families.

Offering world-class hospitality, recreation, and relaxation, the resort provides a memorable getaway filled with comfort, adventure, and appreciation for those who serve our nation.

RESUMES MUST BE TWO PAGES (OR LESS). QUALIFICATIONS MUST BE CLEARLY VERIFIABLE IN YOUR RESUME.

GOVERNMENT POSITIONS MUST INCLUDE PAY PLAN, SERIES, GRADE, TO AND FROM DATES, AND GOVERNMENT AGENCY/DEPARTMENT.

Must include at least one year of experience performing duties at a level which equipped the applicant with the particular knowledge, skills, and abilities needed to perform successfully in the position.

QUALIFICATION REQUIREMENTS: Applicant must have one year of post-high school experience in the hospitality industry or one year of post-high school education.

Possess demonstrated knowledge, skills, and abilities that indicate the capability to work independently, and perform the duties summarized above with minimal to no supervision.

Must possess good customer service skills, a positive attitude, and desire to help others in order to exercise tact and diplomacy when interacting with people, as demonstrated in work experience in the hospitality industry.

Must be able to communicate verbally and in writing using the English Language in a clear, concise, and grammatically correct manner.

Must have mathematical ability to add, subtract, multiply and divide at the level necessary to prepare reports, count accurately, and provide accurate change.

Ability to use office automated equipment in the performance of the required duties.

Must be comfortable with and have experience using common office software with capabilities similar to Microsoft Outlook, SharePoint, Word, PowerPoint and Excel.

All Qualified applicants will be rated against the highly qualifying criteria by a rating panel for evaluation of the quality and extent of your total accomplishments, experience and education.

Those applicants determined to be highly qualified will be referred to the hiring official for consideration. The highly qualified candidates may undergo an interview and reference checks.

All answers to the Highly Qualifying Criteria must be demonstrated in your resume to get credit. Major Duties:

DESCRIPTION OF MAJOR DUTIES AND RESPONSIBILITIES: Serves as a hotel customer service agent at a hospitality property with full responsibility for duties related and adjacent to the guest service cycle for front office operations.

Serves as the hotel representative welcoming and interacting with guests, internal and external customers, and other visitors.

Responsible for executing all processes and policies associated with reservations, room assignments, efficient check in and out of guests, identification and entitlements verification, payment processing and guest room key provision and control.

Posts charges and payments on guest folios and responsible for the accountability and safekeeping of any assigned change fund.

Maintains and updates notes and logs of all activities, and reports to management discrepancies and performance outcomes.

Exercises independent judgement to resolve guest complaints as appropriate, maintains daily logs, updates frequently asked questions, and advises supervisor or work leader of more serious and non-routine concerns for resolution.

Performs duties normally associated with front office operations as desk clerk, telephone services, reservations, luggage storage, lost & found, accountability reports, parking assistance and security for the hotel operation.

Maintains the general cleanliness and appearance of the lobby, breakfast area, common areas, and furniture to ensure overall guest comfort.

Provides communication assistance in medical and fire emergencies and may serve as primary point of contact during such emergencies. Performs other duties as assigned.