TMD - Customer Service Representative IV (Hotel Front Desk Agent)

TMD - Customer Service Representative IV (Hotel Front Desk Agent)(00051386) Organization:TEXAS MILITARY DEPARTMENT Primary Location:Texas-Austin Work Locations:Camp Mabry Training Site 2200 W 35th STREET Austin 78703 Job:Office and Administrative Support Employee Status:Regular Schedule:Full-time Standard Hours Per Week:40.00 Travel:No State Job Code:0138 Salary Admin Plan:A Grade:17 Salary (Pay Basis):3,750.00 - 4,583.00 (Monthly) Number of Openings:1 Overtime Status:Non-exempt Job Posting:Jul 23, 2025, 11:16:44 AM Closing Date: Ongoing Description APPLICATIONS SHOULD BE COMPLETED ONLINE THROUGH CAPPS RECRUIT AT: https://capps.taleo.net/careersection/ex/jobdetail.ftl?job=00051386 APPLICATIONS SUBMITTED THROUGH WORK IN TEXAS: Applicants may submit applications through Work In Texas (WIT),however, applicants must complete the supplemental questions in CAPPS Recruit to be considered for the position. In order to complete the supplemental questions, please register and/or login to CAPPS Recruit and access your profile.Go to CAPPS Recruit to Sign In (Link: https://capps.taleo.net/careersection/ex/jobsearch.ftl?lang=en) Your job application must be complete and thorough including responding to all the supplemental questions. Your application must contain complete job histories, which includes job titles, dates of employment, name of employer and a description of duties performed. If this information is not submitted, your application may be rejected because it is incomplete.Resumes do not take the place of this required information. NOTES TO THE APPLICANT: TMD State Employees support the Texas Military Department by delivering critical services that enable the agency to meet its strategic goals. Your work will contribute to the support we offer our Texas National Guard members, thereby multiplying their capability to serve at home and abroad as missions dictate. The Texas Military Department provides a benefits package that includes, but is not limited to: • Health insurance benefits (employee premiums are covered at 100%, family premiums at 50%) • Optional Vision, Dental, Life, and Disability insurance at competitive rates • Generous paid vacation, sick leave, and State and Federal holidays • Defined benefit retirement structure known as a cash balance benefit, with a state match equal to 150% of the account balance at retirement and guaranteed earnings of at least 4% annually • Additional voluntary retirement savings programs (Texa$aver 401(k) and 457 programs) • Flexible spending account options for medical and childcare expenses • Potential for modified work schedules including flex, compressed, or telework (position dependent) • Free access to Camp Mabry Museum and historical structures • Robust free training access through Texas Military Department’s Web-Based Learning Program • Expansive Employee Assistance Program and complimentary counseling services • Employee Wellness and Physical Fitness Programs Military membership is not required for this position. ABOUT US: Our Agency:The Texas Military Department (TMD) is commanded by The Adjutant General of Texas, the state's senior military official appointed by the governor, and is comprised of the Texas Military Department (State & Federal Civilian Employees), the Texas Army National Guard (TXARNG), the Texas Air National Guard (TXANG) and the Texas State Guard (TXSG). Our Vision:America’s premier state military organization comprised of professional mission-ready forces, fully engaged with our communities, and relevant through the 21st century. Our Mission:Provide the Governor and the President with ready forces in support of state and federal authorities at home and abroad. BRIEF POSITION SUMMARY Performs advanced (senior-level) customer service work, providing customer service to hotel guests. The ideal candidate will have a passion for hospitality and have excellent guest service skills. Reports to the Lodging Manager, and works under limited supervision, with considerable latitude for the use of initiative and independent judgment. WORK HOURS:8 hours a day, 40 hours a week, including some weekends/evenings as needed ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES • Greet guests warmly upon arrival and provide exceptional customer service throughout their stay. • Answer incoming calls, assist with reservations, confirmations, room need requests and questions. • Process payments and maintain accurate records. • Provide guests with appropriate room assignments, room keys, and directions to the rooms upon check-in. • Facilitate guest departures providing accurate statements, collecting payments due, and ensuring guest satisfaction upon check out. • Coordinate with guests and/or other departments to resolve complaints promptly and professionally to ensure guest satisfaction. • Monitor the work of the housekeeping staff, implementing quality control checks and reporting discrepancies. • Communicate with guests, staff and other departments in person, by telephone, email, mail, or online. • Enter information into databases, process letters to customers, and perform other general clerical services. • Receive and review documents for completeness and accuracy. • May help develop administrative or operating procedures and guidelines. • May help evaluate customer service processes and procedures. • May help train new employees. • May act as manager on duty for the hotel and manage front desk shift operations during the Lodging Manager’s absence. • May be required to perform duty in support of national emergencies, disasters, missions, and other requests to include holidays, evenings, and weekends. • Perform related duties as assigned by the Lodging Manager. • Attend work regularly and observe approved work hours in accordance with agency state employee policies & procedures handbook. • Work shifts may include evenings, weekends and holidays Qualifications MINIMUM QUALIFICATIONS EDUCATION • Graduation from a standard senior high school or equivalent is required. PREFERRED EDUCATION: • College coursework in hospitality management or equivalent is preferred. EXPERIENCE • Three (3) years of experience in hospitality or hotel guest customer service is required. • Experience using Microsoft Office (such as Outlook, Word, or Excel) is required. PREFERRED EXPERIENCE: • A minimum of 3 years’ experience at a hotel front desk is preferred. • A minimum of 1 year of experience at a hotel housekeeping department is preferred. • 1 year of experience working with a hotel management computer system is preferred. REGISTRATION, CERTIFICATION OR LICENSURE: • Valid driver’s license is required. *The ability to obtain a Texas Driver’s License will be required within first 30 days of employment. A satisfactory driving record is required for driving state or federal vehicles to conduct agency business. OTHER REQUIREMENTS: • Background Investigation. Selected candidate must pass a federal security background investigation and complete and submit the Office of Personnel Management (OPM) Standard Form (SF) 86. The process includes a National Agency Check and Inquiry (NACI) and fingerprinting. Completed forms are submitted to the OPM for the background investigations. • Eligibility to Work in the U.S.The Immigration Reform and Control Act of 1986 requires all new employees to present proof of eligibility to work in the United States within three (3) days of being hired. The Texas Military Department participates in E-Verify and will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization. All offers of employment are contingent upon the candidate havingandmaintaininglegal authorization to work in the United States. Failure to present such authorization within the time specified by the U.S. Department of Labor will result in the offer being rescinded. • Sponsorship. Candidates must be eligible to work in the United States without requiring sponsorship. • Upon hire with the State of Texas, males between the ages of 18 through 25 must provide proof of registration or exemption with the Selective Service. For further information, visit the Selective Service website at https://www.sss.gov/RegVer/wfVerification.aspx. KNOWLEDGE, SKILLS AND ABILITIES Knowledge of: • hospitality service practices and administrative procedures; • Hotel Management Software (HMS) Systems; and • Camp Mabry and Austin area. Skill in: • the use of standard office equipment and software; • the use of HMS Systems; and • customer service. Ability to: • respond to guest inquiries in a timely manner; • interpret rules, regulations, and policies; • implement and evaluate the effectiveness of new and current procedures and systems; • communicate effectively; • accurately input data using moderately complex computer system; • provide guidance to others; and • work in a military environment. PHYSICAL/WORKING CONDITIONS Work is typically performed in a sedentary office setting involving sitting, standing, and walking. Must be able to squat, bend and crouch to reach filing systems. Must be able to remain in a stationary position for up to approximately 75% of the time. Exposure to normal office temperatures and noise. Work requires extensive use of computers, telephones, and related equipment. May lift, carry, move, and/or set up equipment and materials that weigh up to 25 pounds. MILITARY EMPLOYMENT PREFERENCE If you qualify for a Military Employment Preference, it is mandatory that you provide the required documentation at the time of applying. Documentation must be provided before a Military Employment Preference can be granted. Currently Serving U.S. Armed Forces or Texas National Guard - Statement of service memo Veteran – DD Form 214 (or Equivalent) Disabled Veteran - VA Civil Service Preference Letter Spouse of a member of the United States Armed Forces or Texas National Guard serving on active-duty – Marriage certificate and verification of duty status (active-duty orders, PCS orders, statement of service) Spouse of a veteran if the spouse is the primary source of income for the household and the veteran has a total disability rating based either on having a service-connected disability with a disability rating of at least 70 percent or on individual unemployability – Marriage certificate, VA Civil Service Preference Letter indicating disability rating, and documentary proof of income Surviving Spouse of a Veteran who has not remarried - Marriage certificate and DD Form 1300 Orphan of a Veteran who was killed during active duty – Birth Certificate and DD Form 1300 VETERANS: Use your military skills to qualify for this position or other jobs. Go to www.texasskillstowork.com to translate your military work experience and training courses into civilian job terms, qualifications, and skill sets. Veterans, Reservist or Guardsmen with an MOS or additional duties that fall in the following fields or other related fields pertaining to the minimum experience requirements may meet the minimum qualifications for this position and are highly encouraged to apply: United States Army: 42A Human Resources Specialist United States Navy: RS Retail Services Specialist United States Coast Guard: YN Yeoman United States Marine Corps: 0111 Administrative Specialist United States Air Force: 3F5X1 Administration Additional Military Crosswalk information can be accessed at: hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_AdministrativeSupport.pdf Contact TMD’s Veteran's Liaison, Paul Love if you have questions at (512)782-3836 [email protected] The Texas Military Department does not discriminate on the basis of race, color, national origin, sex, religion, age, genetic information, or status as an individual with a disability or protected veteran status in employment or in the provision of services.