Guest Services Manager

Summary

About the position: This position is Non-appropriated Fund (NAF) and will be assigned to the Gold Rush Inn. The Gold Rush Inn mission is to support combat-ready and strategic arctic airpower! Join our prestigious team with over 100 rooms and more than 7 million dollars of annual revenue a year, providing world-class hospitality to our dedicated military members, civilians, and families. APPLICATIONS WILL BE PULLED AT THE CLOSE OF THE ANNOUNCEMENT PERIOD.

Duties

Ensures efficient service and meaningful experiences for guests. Surveys patrons to identify needs and expectations. Responsible for resolving sensitive guest situations on an individual basis through telephone calls, email, or special interactions. Converses and interacts with guests about complaints and directs other employees as needed, or works directly with guests to resolve the concern. Responds to inquiries, concerns, and compliments by preparing documentation and correspondence in proper format after researching matters relevant to the subject. Coordinates with Lodging Manager to establish and maintain budgets for departmental needs and staff development, incentives, and recognition items. Performs front desk duties in the lodging guest reception unit, as time permits. Supports and explains management programs to subordinates. Implements corrective actions within authority to resolve work problems. Recommends solutions to staffing problems, work operations, etc. as appropriate to other supervisors. Plans, establishes, and schedules leave; sets performance standards; selects the most suitable applicants for vacancies, determines performance ratings and training needs; and prepares and recommends disciplinary actions. Advises and counsels workers on how to improve their performance and explains new work techniques. Investigates grievances and complaints; resolves them informally, notifying supervisors of those of sufficient importance or seriousness. Keeps supervisor(s) informed of progress and advises supervisor(s) of significant developments that may impact plans, projects, or operations. Performs required Lodging management duties as needed in the absence of Lodging Manager to ensure operational continuity. Performs other related duties as assigned. If interested in applying for this position you may preview the online application: https://apply.usastaffing.gov/ViewQuestionnaire/13056933 Qualifications

Who May Apply: Open to everyone. Applicants will be categorized by preference(s) and/or priority consideration eligibilities. An applicant's eligibility will be determined based on eligibility claimed in the questionnaire and proof of eligibility MUST be provided with application by the closing date, 09/22/2026 Business Based Action, Military Spouse Preference, Outside Applicant Veteran, and Transition Hiring Preference In order to qualify, you must meet the experience requirements described below. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student; social). You will receive credit for all qualifying experience, including volunteer experience. Your resume must clearly describe your relevant experience; if the position allows for qualifying based on education, your transcripts will be required as part of your application. Qualifying Experience: Functional experience in front desk operations to include cashier and general office work for hotel/lodging facility. Skill using a property management system; communicating instructions (verbal/written); analyzing operational issues then developing and implementing solutions. Ability in resolving customer complaints; applying management methods and techniques (i.e., leading a team in accomplishing work; evaluating performance; creating work schedules, etc.). You will be evaluated on the basis of your level of competency in the following areas:

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. FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying. How You Will Be Evaluated

Your resume and supporting document will be evaluated against the qualifications of the position. Once the announcement has closed, a review of your application package (resume, supporting documents, and responses to the questionnaire) will be used to determine whether you meet the qualification requirements listed on this announcement. If you are minimally qualified, your resume and supporting documentation will be compared against your responses to the assessment questionnaire to determine your level of experience. If, after reviewing your resume and/or supporting documentation, a determination has been made that you have inflated your responses to meet the position's qualifications and/or experience, you may lose consideration for this position. Please follow all instructions carefully when applying, errors or omissions may affect your eligibility. You should list any relevant performance appraisals and incentive awards in your resume as that information may be taken into consideration during the selection process. If selected, you may be required to provide supporting documentation. To better expedite the hiring process, we recommend including full contact information (name, address, phone number, email, etc.,) for professional and personal references on your resume. Other Information

Individual must fully meet qualification/eligibility/background requirements for this position. U.S. Citizens and Non-U.S. Nationals who have resided in the U.S. Territory for three (3) or more consecutive years immediately preceding the start of Federal affiliation or a signed memorandum indicating the installation's decision on the 3-year residency requirement.. Male applicants born after December 31, 1959 must be registered for Selective Service. Direct deposit is required. Satisfactorily complete an employment verification (E-Verify) check. A probationary period may be required. Pre-employment requirements must be satisfactorily met prior to Entrance on Duty (EOD). 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. Multiple positions may be filled from this job opportunity announcement. And additional selections may also be made from this job opportunity announcement. Selection(s) are subject to restrictions resulting from hiring preferences and priority consideration eligible. This is a Nonappropriated Fund (NAF) position carrying out Morale, Welfare and Recreation (MWR) activities for the Air Force and Space Force. Applicants must be able to provide a REAL ID or present a combination of source identity documents authorized to facilitate access to the installation. Please contact the servicing HR Office with any questions.