Lead Guest Services Representative

Guest Service Manager

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.