Community services

Residential Program Specialist job at Marine Corps Community Services (MCCS)

Serves as the Headquarters (MR) Lodging Program Specialist for the Official Lodging Program. Supports capital project development and planning, training and compliance with operating and facility standards for the TDY Billeting portfolio. The main focus is the TDY Billeting wallet. Works with installation and MR staff to develop capital project scope and cost estimates, and ensure design and interior standards are met. Provides advice on service delivery and may conduct quality assurance site visits. Works with MR Supply Branch to establish centralized contracts for supplies, furniture, fixtures and equipment (FF&E), etc.

Participates in the development, execution and compliance of policies, operating and financial standards, marketing promotions, facility design and training programs. Maintains, reinforces and matures all aspects of the TDY Billeting brand identity. Performs analysis and recommends changes in operating procedures as necessary to ensure the Marines and Sailors accommodation experience exceeds expectations, and brand preference and loyalty are cultivated. Develops commercially accepted hotel practices. Works closely with field program managers to establish customer satisfaction goals through appropriate use of the Customer Satisfaction Survey (GSS) system. Assistance in the development of improvement action plans.

Using technical skills and knowledge, analyzes accommodation facilities, equipment, guest services and financial results of the operation and makes recommendations for change and improvement. Performs assistance visits to facilities for the implementation of new procedures and conducts training. Tracks results and action plans of the Quality Assurance Inspection Program, which benchmarks accommodation operations and facilities against TDY Billeting brand standards. Works with technology expert(s) to assist accommodation establishments in effectively utilizing the approved property management system.

Identifies training needs among facility accommodation program personnel. Prepares and gives briefings and instructions. May serve as Marine Corps representative at interservice task forces, meetings, and gatherings. May attend trade shows, seminars, and workshops to stay current on new techniques, procedures, and industry trends. Adapts new ideas and concepts within Marine Corps programs.

Develops correspondence, reports, miscellaneous documents, operating instructions, manuals, guides and other items as required.

Serves as a liaison between a contractor and the contracting officer to assist with the administration of the contract. Oversees contractor performance and compliance with contract requirements. Informs the bargaining agent of potential performance issues. Processes routine correspondence, maintains contract administrative files and forwards copies of correspondence and files to the contracting officer. Inspects and accepts products and services, where applicable. Review and approve invoices for payment, as applicable. Performs related duties as designated by the contracting officer. The COR must undergo training on ethics and standards of conduct.

Minimum qualifications

Bachelor’s degree from an accredited college or university in restaurant management, hospitality management, or related field appropriate to the work of the position AND three years of professional leadership experience in the hospitality industry that demonstrates knowledge of hotel business practices, program management, financial principles, brand standards and administrative procedures, WHERE an appropriate combination of education and experience that demonstrates possession of knowledge and skills equivalent to those acquired in the above, WHERE appropriate experience which demonstrates that the candidate has acquired knowledge, skills and abilities equivalent to those acquired above.

Must have the ability to evaluate the effectiveness of policies, procedures, promotions and facility programs. Must be willing to travel. Must possess excellent oral and written communication skills. Must be able to provide leadership and mentorship to facility level managers. Must have a solid understanding of forecasting, variable expense management and labor productivity standards. Must be able to interpret the results of customer satisfaction surveys and market penetration reports, and assist in the development of improvement action plans. Must be able to make sales calls to Central Reservations call center, tenant military units and housing staff who may assign members to stay in official lodging facilities.

Eligible for progressive telecommuting as determined by the MR/MF policy.