Guest Services Manager

Summary

About the position: This position is Non-appropriated Fund (NAF) and will be assigned to the 47th Force Support Squadron at Laughlin Manor, Laughlin AFB, Del Rio, Texas. This position is considered Regular Full Time RFT. Guaranteed 35 hours a week with potential to a maximum of 40 hours per week. You may be required to work nights, weekends and holidays.

RFT employees are eligible to earn annual and sick leave as well as benefits including Health/Dental and Life Insurance, 401k and Retirement.

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/12986458

Education

Some federal jobs allow you to substitute your education for the required experience in order to qualify. This position does not allow for education substitution. FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program.

It is your responsibility to provide such evidence when applying.

How You Will Be Evaluated

Your resume and supporting document will be evaluated against the qualifications of the position. Once the announcement has closed, a review of your application package (resume, supporting documents, and responses to the questionnaire) will be used to determine whether you meet the qualification requirements listed on this announcement. If you are minimally qualified, your resume and supporting documentation will be compared against your responses to the assessment questionnaire to determine your level of experience. If, after reviewing your resume and/or supporting documentation, a determination has been made that you have inflated your responses to meet the position’s qualifications and/or experience, you may lose consideration for this position.

Please follow all instructions carefully when applying, errors or omissions may affect your eligibility. You should list any relevant performance appraisals and incentive awards in your resume as that information may be taken into consideration during the selection process. If selected, you may be required to provide supporting documentation. To better expedite the hiring process, we recommend including full contact information (name, address, phone number, email, etc.,) for professional and personal references on your resume.

Required Documents

• Required documents may vary based on the eligibility you are claiming (i.e., applying as a Military Spouse Preference – MSP, applying as a veteran, applying as a current federal employees, applying as a displaced employee, etc.,).
• The below document(s) are required and MUST be submitted with your application by the closing date of this job announcement:
• Resume Your resume may be submitted in any format and must support identified the general or specialized experience described in this announcement.
• If your resume includes a photograph or other inappropriate material or content, it will not be used to make eligibility and qualification determinations and you may not be considered for this vacancy.
• Other accepted documents to support a qualification and/or claimed preference/priority eligibility may include:
• Cover Letter DD-214/ Statement of Service Diploma/ GED Disability Letter (VA) License Other (1) Other (2) PCS Orders Professional Certification Proof of Marriage Status
• Resume Separation Notice (RIF) SF-50/ Notification of Personnel Action Transcript As described above, your complete application includes your resume, your responses to the online questionnaire, and supporting documents which prove your claimed eligibility.
• If you fail to provide these documents, you will be marked as having an incomplete application package and you will not be considered any further.
• NOTE: Documents submitted as part of the application package to include supplemental documents may be shared beyond the Human Resources Office.
• Some supplemental documents such as military orders and marriage certificates may contain personal information for someone other than you.
• You may sanitize these documents to remove another person’s personal information before you submit your application.
• You may be asked to provide an un-sanitized version of the documents if you are selected to confirm your eligibility.