Hotel Customer Service Agent, Nf-02/rpl

**Summary**:
Hotel Customer Service Agent responsible for front office operations, including reservations, check-in/out, payments, room assignments, and guest services. Acts as primary representative to guests, resolving complaints, maintaining logs, and ensuring policy compliance. Handles phone, luggage, lost & found, parking, and lobby upkeep. Provides emergency support, uses office software, and demonstrates strong customer service, communication, and problem-solving skills.

**This job is open to**:
**The public**:

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

**Military spouses**:

- Military spouses relocating under PCS orders or whose spouse is 100% disabled or died while on active duty.

**Family of overseas employees**:

- Family members of a federal employee or uniformed service member who is or was, working overseas.

**Clarification from the agency**:
In accordance with the NATO Status of Forces Agreement with Germany, citizens of the host country and citizens of a NATO country not married to an active-duty U.S. military member are not eligible for US NAF employment.

**Duties**:
**DESCRIPTION OF MAJOR DUTIES AND RESPONSIBILITIES**:
Serves as a hotel customer service agent at a hospitality property with full responsibility for duties related to 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 reservation processes and policies, room assignments, efficient check-in and out of guests, identification and entitlements verification, payment processing, and guest room key provision and control. Post charges and payments on guest folios and are responsible for the accountability and safekeeping of any assigned change fund. Maintains and updates notes and logs of all activities, and reports discrepancies and performance outcomes to management. 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 the primary point of contact during such emergencies.

**QUALIFICATION REQUIREMENTS**:
Possesses demonstrated knowledge, skills, and abilities that indicate the capability to work independently and perform the duties summarized above with mínimal to no supervision. Must have good customer service skills, a positive attitude, and a desire to help others 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 to perform 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.

**CONDITIONS OF EMPLOYMENT**:
Subject to satisfactory completion of all pre-employment checks in accordance with AR 215-3, and favorable completion of a Tier 1 background investigation is required.

**Requirements**:
**Conditions of employment**:

- Direct Deposit and Social Security Card are required upon appointment
- Meet qualification/eligibility/background requirements for this position
- A pre-employment physical is required
- Must be willing to work irregular work schedule (nights/weekends/holidays)
- Male applicants born after December 31, 1959, must complete a Pre-Employment Certification Statement for Selective Service Registration.
- Payment of Permanent Change of Station (PCS) costs is not authorized based on a determination that a PCS move is not in the government's interest.
- LQA is not authorized.
- This is a Nonappropriated Fund (NAF) position carrying out Morale, Welfare and Recreation (MWR) activities for the Army.
- Applicants must be U.S. citizens, have a valid U.S. passport, and be 18 years or older to be considered for positions.
- Must be willing to adhere to strict appearance policy

**Qualifications**:
**Qualifications must be clearly verifiable in your resume.**Government positions must include pay plan, series, grade, to and from dates, and government agency/department. All qualifi