Service Liaison

Empire Hospitality, a federal contractor in the hospitality industry, is seeking a Service Liaison to join our team. We are looking for an individual who has a heart for service and a desire to make a difference in the lives of our guests. As a Service Liaison, you will be responsible for maintaining a positive relationship with our hotel partners while providing exceptional service to our guests.

The Military Entry Processing Station (MEPS) Task Order On-site Liaison supports the daily operations of the Military Entry Processing Stations (MEPS) by supervising and coordinating services for applicants and communicating with key stakeholders. This role focuses on ensuring that all applicants receive the appropriate services as specified in the contract. The ideal candidate will have strong customer service skills, attention to detail, and the ability to coordinate with others and resolve issues independently.

The ideal candidate will have extensive experience in customer service, strong leadership abilities, and the capability to resolve complex issues efficiently. Prior military experience is strongly preferred.

REQUIREMENTS / RESPONSIBILITIES

• Execute the daily operations of MEPS Support Services, ensuring compliance with contract specifications.
• Perform applicant check-in/orientation and checkout processes, ensuring all applicants are properly processed.
• Verify lodging and kitchen facilities remain in compliance with contract requirements.
• Forecast daily support needs, communicate requirements to relevant stakeholders, and track performance of needs requirements.
• Maintain regular communication with military representatives, hotel staff, and transportation providers to coordinate services.
• Coordinate with others to resolve issues that may arise during applicant processing (hotel staff, food, transportation).
• Resolve issues related to applicant conduct, seeking assistance as necessary.
• Ensure applicants receive and acknowledge briefings/paperwork.
• Complete reports as required.
• Other duties as assigned by the Regional Manager.
• Ensure that all safety, quality, and procedure compliance requirements are met.
• Maintain a high level of customer satisfaction by ensuring that all services are delivered effectively and efficiently.

QUALIFICATIONS

• High school diploma or GED required.
• Minimum of one to three years of customer service experience, preferably in a high-volume environment.
• Military or Department of Defense experience is strongly preferred.
• Strong interpersonal conflict resolution skills.
• Strong problem-solving skills and the ability to navigate complex situations.
• Ability to read, interpret, and communicate effectively regarding documents, reports, and correspondence.
• Proficient in basic math and able to solve practical problems in a fast-paced environment.
• Strong working knowledge of Microsoft Excel, Outlook, and basic internet navigation.
• Must be able to obtain and maintain any necessary facilities credentials/authorization (U.S. citizenship required).

WORK ENVIRONMENT / PHYSICAL DEMANDS

• Climate-controlled indoor environment with occasional exposure to outdoor weather conditions.
• Regularly required to use hands, talk, and hear.
• Frequently required to walk and sit.
• Occasionally required to stand, stoop, kneel, or crouch.

Empire Hospitality is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran’s status, ancestry, sexual orientation, gender identity, marital status, family structure, medical condition (including genetic characteristics or information), veteran status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law. Learn more about your rights under Federal EEO laws and supplemental language at EEO including Disability/Protected Veterans and Labor Laws Posters.