Hotelangestellte/r (EDV-Anwender/in)

Hotelangestellte/r (EDV-Anwender/in)

Ausschreibungsbereich

WHO MAY APPLY:

Current INTERNAL Local National Employees throughout Germany. This covers all current Local National employees of the U.S. Forces in Germany, including U.S. Air Force and AAFES-Europe within Germany

and

EXTERNAL Local National Applicants who reside in Germany.

Hauptaufgaben

1. Lodging, Dining and Meeting Services
The Customer Service Agent performs a variety of administrative tasks in support of management functions for the Nato School Lodge (NSL) under general supervision of the Hotel Manager. The employee is engaged in the day-to-day management and operation of the NATO School Transient Billeting Facility (liaison for 50 to 600 rooms). Attends Sunday registration events and welcomes incoming students regularly. Enters and retrieves data accurately into the Hotel Management Property System. Accepts, updates and cancels reservations through the automated system from military and civilian personnel eligible to use the facilities. Checks guests in/out and prepares system generated registration forms. Provides helpful and friendly service to all guests at all times. Reviews forms, orders, invoices and other respective documents for multiple departments to complete payment processes. Responsible for the guest reception area and for the scheduling of rooms and spaces for meetings and related required services. Coordinates all Food Service Contractor (FSC) requests. Receives and deals with complaints from guests and directs them to the Hotel Manager, if they must be solved at a higher level.

2. External Accommodation Reservation Services
The Hotel Customer Service Agent assists in finding local accommodation for up to 400 in-residence students per week (up to 48 weeks per year) taking into consideration any requested special requirements, e.g. handicaps, diet restrictions or accompanying family members. Accepts, updates and cancels reservations for local accommodations and confirms them by e-mail or fax directly back to the customer. Provides professional, courteous customer service and resolves controversies; interfaces with customers, hoteliers and NSO departments. Maintains also cooperative relationships with local hoteliers in order to recommend alternative solutions or to increase their awareness of available lodging services. Communicates customer needs in order to achieve improvements in service.

3. Guest Account and Payment Coordination Services
The Hotel Customer Service Agent serves as liaison between NSO departments, local hoteliers and payroll offices on matters relating to pay actions. Responds to pay inquiries and problems ranging from pre-payment, third party companies and guest payments. Follows up independently and resolves the full range of late pay actions, payment issues and unresolved pay complaints for the accounts serviced. Maintains simple account ledgers, processes transactions and advises on funding requirements. Receives and accounts for advance deposits and sends confirmation messages to guests. Maintains guest reservation figures in regards to turndown business and reservations processed. Posts all room incurred charges, prepares bills using the automated system and ensures that guests on TDY status sign their bills every 10 days. Accepts and posts payment to the guest's account upon both check-in and checkout. Maintains control over funds during each shift.

4. Security, Safety and Hygiene
The employee focuses on the protection of and support to NSO personnel, families and NSL guests. During pandemic situations, the employee will follow officially introduced hygiene operations plans and/or other applicable directives in order to schedule required viral tests and to arrange for transportation to and from testing centers. Provides coordination for meals to guests in quarantine. Schedules required follow-up tests. Remains vigilant and acts responsibly, shares new information, implements ordered preventive measures and develops appropriate response options. Ensures that NSO staff and guests remain safe and aware of updated hygiene policies and procedures.

5. Team Building and Training
Actively participates in the team building activities including consensus decision making, group/team problem solving, development of team objectives and process improvement activities. Supports team objectives and commits to teamwork by sharing knowledge and skills with others, assisting team members and responding constructively to views expressed by others. Provides training for new customer service agents. 5%

Performs other duties as assigned.

Qualifikationsanforderungen

Description of the Education & Training Levels:

https://portal.chra.army.mil/mnrs?sys_id=0a86e971cd2d2d10aaffb5ebb50f5ac9&view=sp&id=mnrs_kb_article&table=kb_knowledge

C-5:
E&T Level I: 2 years of creditable experience as defined in A below PLUS 1 year of experience as defined in B below.
E&T Level I: 2 Jahre anrechenbare Erfahrung wie beschrieben unter A, PLUS 1 Jahr wie beschrieben unter B.

Current employees who do not meet E&T Level I and who are not in the same or similar occupation must have 2 additional years of creditable experience as described in A below.
Innerbetriebliche Arbeitnehmer, die den E&T Level I nicht haben und zur Zeit nicht in einer gleichen oder aehnlichen Stelle arbeiten, benoetigen 2 Jahre zusaetzliche Erfahrung wie beschrieben unter A.

E&T Level II: 1 year of creditable experience as defined in A below PLUS 1 year of experience as defined in B below.

E&T Level III and above: No additional experience required.

Current employees who have served one year in the same or similar occupation are qualified for the next higher grade.

Experience A: Included clerical work in an office or store, working with computers, bookkeeping, making and recording inventories, telephone marketing, arranging for events or as a cashier, etc.

Experience B: Experience in the same or similar line of work as the job for which considered. The experience must demonstrate that the applicant possesses the particular knowledge, skills and abilities required in the position. The predominant experience must have been gained at a comparable level of difficulty to the position to be filled.

Office automation skills required.

LANGUAGE PROFICIENCY LEVEL:

* German level B2 according to the Common European Framework of Reference for Languages required.
* English level B2 required according to the Common European Framework of Reference for Languages.

You may test yourself for free at one of the various online providers, who offer tests under the 'Common European Framework of Reference for Languages' (CEFR).

Description of the Language Levels:
https://portal.chra.army.mil/mnrs?sys_id=13a66d71cd2d2d10aaffb5ebb50f5aa0&view=sp&id=mnrs_k_article&table=kb_knowledge

Auswahlkriterien auswählen

General Information for LN Job Announcements - please read:

https://portal.chra.army.mil/mnrs?sys_id=77e3ac4a5ce32110924578e08ba9227c&view=sp&id=mnrs_kb_article&table=kb_knowledge

Beschäftigungsbedingungen

This position is a Nonappropriated Fund Position.

Must be a citizen of a NATO member state and must be able to establish residency with permission to work in Germany before or within the probationary period. As proof a current German residence permit must be presented. The failure to present a working permit will lead to the termination of employment during the probationary period or any time thereafter, when there is doubt that a working permit may be granted by the German authorities.

Must present either a valid Police Good Conduct Certificate from the local resident registration office or a valid NATO and/or National Security clearance on initial appointment or reappointment after a break in service of a period longer than 6 months. Costs for the certificates are not reimbursable.

A Local National Screening Program (LNSP) background check must be initiated within 3 days of appointment in order to determine suitability for continued employment. An unfavorable result will lead to the termination of employment during the probationary period or any time thereafter, if the background check reveals that the employee constitutes a security risk.

Incumbent must have very good command of the English and German languages in order to translate correspondence and documents from English into German and vice versa.

This position is subject to rotating shift work including night, weekend and holiday work. Shift allowances are paid accordingly.

Teleworking: Situational: Eliigible for situational telework only.

We offer:
•employment in an international environment with a welcoming atmosphere
•high level of job security and attractive pay under German tariff agreements (CTA II; Protection Agreement) including, but not limited to, the following tariff entitlements:

•30 days of annual leave; 36 days for severely handicapped employees (Additional time-off on 24 & 31 December per tariff agreement)
•vacation and Christmas pay (total of 13 monthly salaries)
•various additional social benefits (e.g., employer pension scheme through Allianz group insurance; property accrual payments)

Beyond the tariff agreement,
•usually time off on 8-9 U.S. holidays due to work hour redistribution (Governed by shop agreement)
•employer-specific programs for flexible work schedules; mobile work; length-of-service/ performance awards
•health promotion and fitness programs, including free use of employer-run Fitness center