LEAD GUEST SERVICES AGENT (RFT) NF2* INNS OF THE CORPS Job in Kaneohe, HI

Summary

This job is open to

• The public

  U.S. Citizens, Nationals or those who owe allegiance to the U.S.

Duties

The Inns of the Corps is a 24 hour hotel facility requiring 24/7 365 day a year staffing.

Leads other NF2 Guest Services Agents to perform a variety of guest service duties while assisting and monitoring the operation of a lodging activity within Inns of the Corps.  Serve as the point of contact for all Marine and Guest questions, concerns, and needs while staying at the IOTC.  May assist and relieve Guest Services Managers during scheduled leave or other absence.  Assists Guest Services Managers with schedule and schedule conflicts for a 24 hour/365 day a year operation.  May perform guest room inspections and prepare deficiency reports.  Receives customer complaints and requests, aids management in assisting guests in finding solutions to their problems.  Performs routine clerical duties, including preparing reports concerning reservations and high balances.  Responsible for performing a full range of services such as coordinating maintenance, purchasing, supply functions, assisting customers, resolving routine complaints, taking reservations in person and on the phone, following up on delinquent payments, making refunds and adjustments, housekeeping services and any other customer service related duties or transactions.  May assign rooms, issue keys, calculate and post charges to guest accounts, collect guest payments, complete administration/clerical duties as assigned or needed, maintain front desk and work order logs and/or computerized log apps, as well as operate the front desk.  Will be required to assist in conducting the inventory of property and reconciliation of inventory records.

Ensures the efficient operation of the guest services location during assigned shift and in the absence of the Lodging managers by performing the following duties;  accepting reservations, registering guests, assigning rooms, issuing keys, calculating and posting all charges to guests’ account, presenting statements, collecting payments, and operating/using computers to maintain records. Identifies front desk requirements or deficiencies and accordingly prepares pertinent reports. Responsible for change fund and its corresponding cash reports.  

Assists in training new employees to the highest standards. GSAs must maintain a professional appearance and courteous demeanor at all times, and embody the ideals prescribed and taught in the “World Class Customer Service” course.  A key role for GSAs is to seek out opportunities to “WOW!” a guest and exceed expectations through creativity and teamwork.  Provides concierge services when needed. Assists patron satisfaction by providing guests with any required assistance and resolving complaints/customer issues. Notifies the higher level supervisor, or proper point of contact for any unusual situations or incidents that require immediate attention. 

Provides World Class Customer Service with an emphasis on courtesy. Assists customers and communicates positively in a friendly manner. Takes action to solve problems quickly. Alerts the higher-level supervisor or proper point of contact for help when problems arise. Adheres to safety regulations and standards. Promptly reports any observed workplace hazards, and any injury, occupational illness, and/or property damage resulting from workplace mishaps to the immediate supervisor. Adheres to established standards of actively supporting the principles of the EEO program and prevention of sexual harassment.

Performs other related duties as assigned. This is a white-collar position where occasional lifting up to 20 lbs. may be required.

Requirements

Conditions of Employment

• See Duties and Qualifications

EVALUATIONS:

How You Will Be Evaluated

Required Documents

How to Apply

Next steps

All applicants who submit an application via our Careers page at https://careers.usmc-mccs.org will be able to view their application status online.