SENIOR GUEST SERVICES REPRESENTATIVE

Air Mobility Command; Dover (DE); On-site; USD 20,000 - 29,000; Full time

Job summary

Air Mobility Command at Dover AFB is seeking a front desk operations assistant for the Eagle's Rest Inn. The role involves relaying supervisor instructions, training new staff, and ensuring smooth front desk workflow in a hospitality setting on base.

You will handle reservations, issue keys, balance accounts, process payments, and generate daily reports while maintaining cleanliness and safety standards. Flexible hours (0–40 per week) reflect the NAF nature of this on-base posting.

Qualifications

• This position does not have an education qualification requirement.

Responsibilities

• Relays work instructions from supervisor; provides on the job training for new employees; observes work in progress of new team members.
• Shares learned best practices of front desk operations.
• Assists in correcting clerical and system errors.
• Exhibits work standards while following operational procedures and policies.
• Ensures adherence of established quality and safety standards.
• Balances workload of team members during shift ensuring efficient output of work.
• May be asked to provide input to supervisor on employee's performance of assigned work and/or identify training needs.
• Maintains logs of incidents and reports.
• Reports all violations of safety to immediate supervisor.
• Ensures adequate stock supplies and equipment are available to do the work.
• Resolves straightforward guest complaints and documents situation with outcome.
• Elevates guest/employee complaints that are unresolvable at his/her level.
• Reports incidents to proper authority.
• Ensuring customer service is the first priority.
• Receives and confirms room reservations by letter, telephone, email, or personal contact.
• Registers and assigns rooms to guests, makes and issues room keys, and may escort guests to rooms as needed.
• Ensures that only authorized patrons use government sponsored quarters.
• Calculates and posts charges to patrons' accounts and balances totals with control records.
• Accepts payment, makes change, and presents departing guests' checkout statements.
• Prepares and safeguards cash receipts, prepares daily cashier's report, daily activity report, and may prepare consolidated daily activity report.
• Updates automated data base on occupancy and checkouts.
• Maintains current checkout list.
• Maintains and sells sundry sales items to patrons.
• Ensures required information is received from guest and entered into guest folio.
• Prints backup reports from property management system.
• Ensures housekeeping status of rooms is updated.
• Records and notifies appropriate person/organization of maintenance problems reported by guests.
• Ensures front desk area and lobby remains clean.
• Process Night Audit procedures and close credit card machines nightly.
• Maintains the lost and found program.
• Performs other related duties as assigned.

Job description

About the position: This position is Non-appropriated Fund (NAF) and will be assigned to the Eagle's Rest Inn on Dover AFB. Flexible - Works from 0-40 hours per week

Key Responsibilities

Responsible for relaying work instructions from supervisor; provides on the job training for new employees; observes work in progress of new team members. Shares learned best practices of front desk operations. Assists in correcting clerical and system errors. Exhibits work standards while following operational procedures and policies. Ensures adherence of established quality and safety standards.

Balances workload of team members during shift ensuring efficient output of work. May be asked to provide input to supervisor on employee's performance of assigned work and/or identify training needs. Maintains logs of incidents and reports. Reports all violations of safety to immediate supervisor. Ensures adequate stock supplies and equipment are available to do the work. Resolves straightforward guest complaints and documents situation with outcome.

Elevates guest/employee complaints that are unresolvable at his/her level. Reports incidents to proper authority. Ensuring customer service is the first priority. Receives and confirms room reservations by letter, telephone, email, or personal contact. Registers and assigns rooms to guests, makes and issues room keys, and may escort guests to rooms as needed. Ensures that only authorized patrons use government sponsored quarters.

Calculates and posts charges to patrons' accounts and balances totals with control records. Accepts payment, makes change, and presents departing guests' checkout statements. Prepares and safeguards cash receipts, prepares daily cashier's report, daily activity report, and may prepare consolidated daily activity report. Updates automated data base on occupancy and checkouts. Maintains current checkout list. Maintains and sells sundry sales items to patrons.

Ensures required information is received from guest and entered into guest folio. Prints backup reports from property management system. Ensures housekeeping status of rooms is updated. Records and notifies appropriate person/organization of maintenance problems reported by guests. Ensures front desk area and lobby remains clean. Process Night Audit procedures and close credit card machines nightly. Maintains the lost and found program.

Performs other related duties as assigned.

Requirements & Education

This position does not have an education qualification requirement.

Which agency is hiring for this position?

This position is with Air Mobility Command, Department of the Air Force.

What is the salary for this position?

The posted pay range is $18 – $18/hr.

What is the application deadline?

Applications close on 2026-11-06.

Who is eligible to apply?

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