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- Tasks: Lead front desk operations, train staff, and ensure top-notch guest service.
- Company: Join the Gateway Inn-Lodging at RAF Mildenhall, a welcoming community for all ages.
- Benefits: Enjoy flexible shifts, competitive pay, and opportunities for growth.
- Why this job: Make a difference in guests' experiences while developing your leadership skills.
- Qualifications: Experience in customer service and front desk operations is preferred.
- Other info: Open to U.S. citizens and those with a UK work visa.
The predicted salary is between 28800 - 43200 £ per year.
This position is located with the Gateway Inn-Lodging, RAF Mildenhall, United Kingdom. Senior Guest Services Representative serves as the lead front desk specialist for lodging, ensuring exceptional customer service, operational efficiency, and adherence to quality and safety standards. This position combines day-to-day guest-service duties with on-the-job training, oversight of junior staff, and responsibility for accurate clerical and financial transactions.
Duties
- Lead daily front-desk operations: relay supervisor instructions, share best practices, correct system/clerical errors, and balance team workloads to meet service standards.
- Train and mentor new team members; monitor progress, document performance, and recommend additional training or process improvements.
- Deliver outstanding customer service: process reservations (phone, email, in-person), check guests in/out, issue room keys, escort guests when needed, and verify authorization for government quarters.
- Resolve routine guest complaints, document outcomes, and escalate complex issues or safety violations to management.
- Manage financial transactions: calculate and post charges, accept payments, prepare and safeguard cash receipts, and generate daily cashier's and activity reports.
- Maintain and update the property-management system: track occupancy, check-outs, housekeeping status, sundry sales, and lost-and-found items.
- Conduct night-audit procedures, close out credit-card terminals, and prepare consolidated daily reports.
- Coordinate maintenance and housekeeping requests; ensure lobby and front-desk areas are tidy, well-stocked, and operational.
- Document incidents, safety violations, and guest comments in logs and reports; provide input to supervisors on team performance.
Requirements
- This position requires the incumbent to complete a background investigation with favorable results.
- This position is open to applicants on PCS orders to the UK (military or civilian) or hold a current UK Work Visa.
- This position requires Shift Work: evenings, nights, weekends and Holidays.
- Must meet the state and legal requirement for sale of alcoholic beverages (18 years old).
Qualifications
- Applicant must have experience utilizing automated systems and computer software (i.e., hotel property management system or equivalent); providing verbal and written communication tactfully when attending to the needs of guests and enforcing various policies, requirements and rules of the facility; performing front desk duties (i.e., reservation requests; assigning rooms; customer checkout procedures; running cashier reports, etc.).
- Previous experience leading the work of others is highly desirable.
How to Apply
To apply for this position, you must complete the online questionnaire and submit the documentation specified in the Required Documents section above. The complete application package must be submitted by 11:59 PM (EST) on 07/06/2025 to receive consideration.
Senior Guest Services Representative employer: U.S. Air Forces, Europe
Contact Detail:
U.S. Air Forces, Europe Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Guest Services Representative
✨Tip Number 1
Familiarise yourself with the specific duties of a Senior Guest Services Representative. Understanding the nuances of front desk operations, customer service excellence, and financial transactions will help you stand out during interviews.
✨Tip Number 2
Highlight any previous experience in training or mentoring staff. This role involves overseeing junior team members, so showcasing your leadership skills can make a significant difference.
✨Tip Number 3
Prepare to discuss how you've handled guest complaints in the past. Being able to demonstrate your problem-solving skills and ability to maintain high service standards will be crucial.
✨Tip Number 4
Research the Gateway Inn-Lodging at RAF Mildenhall. Knowing about the establishment and its values can help you tailor your responses and show genuine interest during the interview process.
We think you need these skills to ace Senior Guest Services Representative
Some tips for your application 🫡
Tailor Your Resume: Make sure your resume highlights relevant experience in guest services, front desk operations, and any leadership roles you've held. Use specific examples that demonstrate your ability to provide exceptional customer service and manage financial transactions.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for guest services and your understanding of the role. Mention how your previous experiences align with the responsibilities listed in the job description, such as training new staff and resolving guest complaints.
Highlight Relevant Skills: In your application, emphasise skills that are crucial for the position, such as communication, problem-solving, and proficiency with property management systems. Make sure to include any certifications or training that relate to hospitality or customer service.
Follow Application Instructions: Carefully read the application instructions provided in the job listing. Ensure you submit all required documents, including your resume, cover letter, and any additional documentation like your UK Work Visa or PCS Orders, by the deadline.
How to prepare for a job interview at U.S. Air Forces, Europe
✨Showcase Your Customer Service Skills
As a Senior Guest Services Representative, exceptional customer service is key. Prepare examples of how you've handled difficult situations or gone above and beyond for guests in previous roles. This will demonstrate your ability to deliver outstanding service.
✨Familiarise Yourself with the Property Management System
Since this role involves managing financial transactions and maintaining the property management system, brush up on any relevant software you’ve used before. If you have experience with hotel property management systems, be ready to discuss it in detail.
✨Prepare for Team Leadership Questions
You'll be overseeing junior staff, so expect questions about leadership and training. Think of specific instances where you've mentored others or led a team, and be prepared to discuss your approach to training and performance monitoring.
✨Understand the Importance of Safety and Compliance
This position requires adherence to quality and safety standards. Be ready to talk about your understanding of safety protocols and how you've ensured compliance in past roles. This shows that you take these responsibilities seriously.
