TMD - Customer Service Representative IV (Hotel Fr

About the Agency

The Texas Military Department (TMD) is commanded by the Adjutant General of Texas and includes the Texas Army National Guard, Texas Air National Guard, and Texas State Guard. Its vision is “America's premier state military organization comprised of professional mission‑ready forces, fully engaged with our communities, and relevant through the 21st century.” The mission is to provide the Governor and the President with ready forces in support of state and federal authorities at home and abroad.

About the Role

Performs advanced (senior‑level) customer service work, providing service to hotel guests. The ideal candidate will have a passion for hospitality and excellent guest service skills. Reports to the Lodging Manager and works under limited supervision, with considerable latitude for initiative and independent judgment.

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 rooms upon check‑in.
• Facilitate guest departures by providing accurate statements, collecting payments due, and ensuring guest satisfaction at check‑out.
• Coordinate with guests and/or other departments to resolve complaints promptly and professionally.
• Monitor housekeeping staff, implement quality‑control checks, and report discrepancies.
• Communicate with guests, staff, and other departments in person, by telephone, email, mail, or online; enter information into databases and perform 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 duties in support of national emergencies, disasters, missions, and other requests, including 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 and procedures handbook.

Minimum Qualifications

• Education: Graduation from a standard senior high school or equivalent is required. College coursework in hospitality management or equivalent is preferred.
• Experience: Three (3) years of experience in c

Benefits

• Health insurance (employee premiums 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 (cash balance) 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.

Schedule

Work hours include Saturdays, Sundays, and one weekday as needed, with AM/PM shifts. Shifts may also include evenings, weekends, and holidays.