Lead Guest Services Representative

Pacific Air Forces; Waimanalo (HI); On-site; USD 26,000 - 30,000; Full time

Benefits offered by this job

None

Job summary

Pacific Air Forces at Bellows Air Force Station, Waimanalo, Hawaii, seeks a Lead Guest Services Representative to supervise the front desk and ensure smooth operations for lodging guests.

The role requires leading staff, handling reservations, payments, and nightly audits while maintaining compliance with AF/DOD regulations and quality standards.

Qualifications

• Experience leading Guest Service Representatives.
• Familiar with front desk duties and guest services processes.
• Knowledge of payroll, cash handling, and revenue reports.
• Ability to follow federal regulations and internal policies.

Responsibilities

• Lead the work of Guest Service Representatives (GSR).
• Distribute workload, schedule staff, and assist payroll.
• Process reservations, check-ins/check-outs, and payments.
• Prepare reports and reconcile cash at shift end.
• Oversee room assignments and group reservations; train new staff.
• Handle complaints and escalate issues to supervision.
• Perform night audit and related revenue reporting duties.

Skills

Leadership

Customer Service

Scheduling

Cash Handling

Payroll

Education

High school diploma

Tools

Epitome PMS

Job description

About the position: This position is Non-appropriated Fund (NAF) and will be assigned to Bellows Air Force Station, Waimanalo, Hawaii.

Key Responsibilities

Responsible for leading the work of Guest Service Representatives (GSR). As a working leader, performs the following duties: Exemplifies customer service standards, distributes and balances workload between employees and assists in the scheduling staff and closing payroll. Observes work in progress, manages production, and adheres to AF, DOD, Bellows AS, Federal and State regulations and policies, and quality and safety standards. Instructs and trains new employees.

Attempts to resolve all customer and employee complaints and elevates difficult/uncommon situations to supervisor. Follow-up on reported issues to ensure they are resolved. Provides input on employee performance, development, and disciplinary issues. Reports all repair and maintenance requirements according to established policy and procedure ensuring all lodging departments are kept abreast of housekeeping and maintenance issues.

Performs duties using Epitome Property Management System (PMS) to make and modify reservations, cancel bookings, check-in/ check-out guests and process payments/refunds. Receives and confirms room reservations by telephone, email, or personal contact. Oversees the assignment of rooms to authorized customers based on local and Air Force policies. Establishes and confirms group reservations.

Prepares various reports, submits and maintains maintenance work order program communications. Conducts morning and evening room reconciliation meeting. Performs switchboards functions. Produces and issues keys to guest. Performs computer cash register functions and prepares cash receipt vouchers and provides end of shift justifications for imbalances. Ensures internal cash controls are being practiced and comply with governing policies.

Perform night audit and produce relevant revenue reports. Reviews anti-robbery and bomb threat reaction procedures for the OSRs. Performs backup timekeeping and payroll responsibilities for GSM. Performs other related duties as assigned.

Requirements & 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.

Which agency is hiring for this position?

This position is with Pacific Air Forces, Department of the Air Force.

What is the salary for this position?

The posted pay range is $19.19 – $22/hr.

What is the application deadline?

Applications close on 2026-10-20.

Who is eligible to apply?

This position is open under the 'Public' hiring path.

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Source: USAJOBS.gov — U.S. Federal Government