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.
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.
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.
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 minimal 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.
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 qualification requirements must include experience performing duties equivalent in scope and complexity to the next lower grade level.
Preferred are those candidates who possess work experience or education directly related to hotel management operations.
High School graduate or equivalent.
Applicants must also have one year of post-high school experience in the service industry OR one year of post-high school education.
Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.
You will be evaluated for this job based on how well you meet the qualifications above.
Your experience is subject to evaluation and verification against the information in your resume.
Including any of the following on your resume may result in an ineligible rating:
Please apply electronically through USAJobs.gov.
Referred applicants will be evaluated by a rating panel to determine the quality and extent of total accomplishments, experience, education, and/or certification. The top candidates will be forwarded to the hiring official for selection consideration and may undergo an interview and reference checks.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
