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

APPLICATIONS SHOULD BE COMPLETED ONLINE THROUGH CAPPS RECRUIT AT:
https://capps.taleo.net/careersection/ex/jobdetail.ftl?job=00048122

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: 40 hours a week, 8 hours a day (including weekends and evenings)

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 observes approved work hours in accordance with agency state employee policies & procedures handbook.
• Work shifts may include evenings, weekends and holidays.

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:

• 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.
• One year of experience working with a hotel management computer system is preferred.

REGISTRATION, CERTIFICATION OR LICENSURE

• A valid driver's license is required. The ability to obtain a Texas Driver's License will be required within the first 30 days of employment. Satisfactory driving records are required for operating state or personal vehicles to conduct agency business.

OTHER REQUIREMENTS

• The selected candidate must pass federal security background investigation. The process includes a National Agency Check and Inquiry (NACI) and fingerprinting. New employees must complete and sign the Office of Personnel Management (OPM) Form SF85. Completed forms are submitted to the OPM for the background investigations.
• 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.
• 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
• Camp Mabry and Austin area

Skill in:

• the use of standard office equipment and software
• use of HMS Systems
• 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
• 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: Retail Services Specialist

United States Coast Guard: PERS Personnel Administration (Warrant)

United States Marine Corps: 0111 Administrative Specialist

United States Air Force: 3F5X1 Administration

Additional Military Crosswalk information can be accessed at: Military Crosswalk for Occupational Category - Administrative Support

Contact TMD’s Veteran's Liaison, Paul Love if you have questions at (512)782-3836 or staffingHR@military.texas.gov

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.