SENIOR GUEST SERVICES REPRESENTATIVE

Full Job Description

About the position: This position is located with the Gateway Inn-Lodging, RAF Mildenhall, United Kingdom.

Senior Guest Services Representative serves as the lead front desk specialist for lodging, ensuring exceptional customer service, operational efficiency, and adherence to quality and safety standards.

This position combines day-to-day guest-service duties with on-the-job training, oversight of junior staff, and responsibility for accurate clerical and financial transactions.

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, 02/06/2026 The area of consideration for this vacancy announcement: Citizens, permanent residents, and legal residents of the United States (US) who reside within the local commuting area (60-mile radius) of RAF Mildenhall, United Kingdom (UK), or will do so within the next 30 days.

Permanent and legal residents of the US must be citizens of a NATO country, unless authorized to reside in the UK as a dependent of an employee who serves in support of the US Visiting Forces.

Eligible applicants must possess a US-issued social security number and be able to provide documentation proving residency status in the UK. Applicants cannot be 'ordinarily resident'.

A person is considered to be 'ordinarily resident' if they have resided in the United Kingdom (UK) for more than 366 days without an affiliation to the US Visiting Forces.

Time spent in the UK as an employee, or dependent of an employee, of a US agency serving and supporting the US Visiting Forces (i.e., active duty military, federal civilian, AAFES, Red Cross, one of the contract universities, a military banking facility or federal credit union, or US government contractors) is not counted toward being 'ordinary resident'.

In accordance with the Status of Forces Agreement between the US and the UK, British citizens may not apply for US NAF positions; however, they may be eligible to apply for local national positions on base.

Business Based Action Family Member Preference Military Spouse Preference Outside Applicant Veteran Spouse/Widow/Parent of Veteran 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 qualifying based on education, your transcripts will be required as part of your application.

Qualifying Experience: Applicant must have experience utilizing automated systems and computer software (i.e., hotel property management system or equivalent); providing verbal and written communication tactfully when attending to the needs of guests and enforcing various policies, requirements and rules of the facility; performing front desk duties (i.e., reservation requests; assigning rooms; customer checkout procedures; running cashier reports, etc.).

Previous experience leading the work of others is highly desirable. Must meet the state and legal requirement for sale of alcoholic beverages (18 years old).

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

Lead daily front-desk operations: relay supervisor instructions, share best practices, correct system/clerical errors, and balance team workloads to meet service standards.

Train and mentor new team members; monitor progress, document performance, and recommend additional training or process improvements.

Deliver outstanding customer service: process reservations (phone, email, in-person), check guests in/out, issue room keys, escort guests when needed, and verify authorization for government quarters.

Resolve routine guest complaints, document outcomes, and escalate complex issues or safety violations to management.

Manage financial transactions: calculate and post charges, accept payments, prepare and safeguard cash receipts, and generate daily cashier's and activity reports.

Maintain and update the property-management system: track occupancy, check-outs, housekeeping status, sundry sales, and lost-and-found items.

Conduct night-audit procedures, close out credit-card terminals, and prepare consolidated daily reports.

Coordinate maintenance and housekeeping requests; ensure lobby and front-desk areas are tidy, well-stocked, and operational.

Document incidents, safety violations, and guest comments in logs and reports; provide input to supervisors on team performance.

If interested in this position please preview the online application: https://apply.usastaffing.gov/ViewQuestionnaire/12875618