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Summary This position is located at Unaccompanied Housing at JRB Fort Worth, TX. The purpose of this position is to perform front desk duties for the Housing Program. Responsibilities Ensures security of all residents is maintained at all times. Ensures resident's privacy is maintained at all times. Must possess a welcoming manner and a positive attitude; demonstrate effective communication skills; professionally interact with residents, leadership of tenant commands and with Unaccompanied Housing (UH) staff; answer questions regarding housing facilities; and provide information regarding on-base facilities for service members. Provide assistance handling customer complaints, involving management as necessary. Professionally answer phones, transfer calls to appropriate individuals, and reply to guest questions. Provide quality customer service throughout the check-in and check-out process, presenting a neat, clean and professional appearance at all times. Verify eligibility and assign residents per applicable minimum adequacy standards and guidance found in the Unaccompanied Operations Manual (CNIC M-11103-2). Assign residents to ensure "best and highest use" of UH inventory. Appendix "C" of CNIC M-1103.2 provides summary of unit type capacity. Ensure check-in and check-out transactions are accurately recorded in Enterprise Military Housing (eMH). Associates are responsible for the accuracy of their data input. Safeguard residents' personally identifiable information. Prepare eMH reports as required (e.g. daily vacant beds report for building managers). Create new and replacement key cards per local policy and guidance. Provide new residents with linen sets (i.e. bed in the bag) and a copy of the Installation's "Welcome Aboard Handbook." Facilitate the new resident orientation brief, if designated by the UH Manager, using appendix "F" of CNIC M-1103.2. Receive and collect resident trouble calls and requests, if designated as the point of contact, and coordinate with the appropriate UH staff to prepare work requests or other appropriate responses. Report any resident complaint or concern to the front desk supervisor. If the issue is an emergency or has anything to do with a personal assault, immediately follow local emergency procedures. Enforce UH guest and visitor policies and ensure the building resident, UH staff member, or responsible RA escort non-residents at all times. Post results of all inspections, as directed by supervisor, in Enterprise Military Housing (eMH) property management system. Responsible for inventory of all keys/keycards and any other supplies maintained at the front desk. Maintain a neat and orderly front desk and lobby area. Perform other related duties as assigned. The Front Office Manager/Front Desk Supervisor/Leader makes selected continuing or individual assignments by indicating generally what is to be done, the limitations, quantity, and the priority or deadline of assigned work tasks. Recurring assignments are carried out independently without specific instructions. Situations involving unfamiliar problems not covered by instructions are referred to the supervisor for resolution. Completed assignments are reviewed to ensure that work practices, techniques, records and other functions are technically accurate and in compliance with instructions. The incumbent works under normal supervision. Incumbent is expected to perform daily work on own initiative and carry out assignments in accordance with DOD and Navy regulations. The leader/supervisor will provide suggestions for handling unusual situations. The operation conducts business 24 hours a day, 365 days a year. Customer service is of the foremost importance in this position. Front desk personnel work various shifts. The incumbent, over a period, will be required to work each shift and must train to accomplish varied tasks. The purpose of the work is to provide front desk services. The work directly contributes to the service member's quality of life, mission readiness, and contributes to job satisfaction and retention of valuable members. Contacts include regional staff, all department heads, housing staff and tenant commands, especially those tenant commands with personnel residing in the housing facilities. Some contact with contractors, vendors and representatives of private industry. Contacts are made to coordinate and/or obtain information relating to the front desk operations and residents of the housing facility. Work is primarily performed in an office environment. Requirements include extended periods of standing, walking, and lifting/carrying objects up to 30 pounds. Work is primarily performed indoors in areas that normally have adequate heat, light and ventilation. SPECIAL REQUIREMENTS: This position may be designated ALPHA personnel for inclement weather or in the interest of national security and may be required to report to work when other employees are excused. Requirements Conditions of Employment Qualifications In order to qualify for this position, your resume must provide sufficient experience and/or education, knowledge, skills, and abilities, to perform the duties of the specific position for which you are being considered. Your resume is the key means we have for evaluating your skills, knowledge, and abilities, as they relate to this position. Therefore, we encourage you to be clear and specific when describing your experience. All non-government positions identified on your resume must include complete address and to and from dates. Government positions must include pay plan, series, grade, to and from dates and address of the agency/organization. Specialized experience directly related to the duties described above. Qualifying experience must have been equivalent to the next lower level in the normal line of progression. Specialized experience must demonstrate the following: - Twelve (12) months of work experience that demonstrates knowledge of the basic principles, concepts, standards and regulations of customer service, preferred. - Must be skilled in the use of a personal computer and basic Microsoft Office applications. - Must possess basic math and reading skills. - Must be able to communicate clearly and effectively both verbally and in writing in English. Education This position does not have a positive education requirement. Additional Information The Federal government offers a number of exceptional benefits to its employees. Benefits you get to enjoy while working for our TEAM include but are not limited to: Comprehensive benefits package (medical, dental, life insurance, spouse & dependent life insurance, long-term disability, retirement, and 401(k) savings plan, annual and sick leave, tuition reimbursement, etc.). Stability of Federal Civilian Service People with passion for doing work that matters Quality of Work Life Balance The Department of the Navy (DON) is an Equal Employment Opportunity Employer. Applicants are assured of equal consideration regardless of race, color, national origin, religion, sex, age, mental or physical disability, genetic information, reprisal, marital status, political affiliation, sexual orientation, or any other non-merit factor. This agency provides reasonable accommodations to applicants with disabilities. Applicants with disabilities who believe they may require reasonable accommodations should email their request to [email protected] to ensure proper consideration is given. The decision on granting reasonable accommodation will be on a case-by-case basis. This activity is a Drug-Free workplace. The use of illegal drugs by NAF employees, whether on or off duty, cannot and will not be tolerated. Federal employees have a right to a safe and secure workplace, and Sailors, their family members, and all other customers have a right to a reliable and productive Federal workforce. Starting May 7, 2025, non-affiliated individuals requesting access will need a REAL ID-compliant driver's license or another acceptable form of identification to access CNRMA Installations. This applies to everyone, including the following: but not all inclusive: Vendors Dependents aged 18 and older Service Providers Veterans with service-connected disabilities Contractors Visitors (includes visitors in same vehicle with CAC holder) Transportation services (taxi, limo, ride share) Agent, Assist, Aid, Care Giver Letters Au Pairs, Child Care Providers What are acceptable alternative forms of identification for base access? If you don't have a REAL ID-compliant driver's license, you can use one of the following: U.S. passport or passport card Military ID card (Common Access Card or CAC, DoD retired ID card) Permanent resident card (Green Card) Transportation Worker Identification Credential (TWIC) Enhanced Driver's License (EDL) Other forms of identification accepted by the Department of Homeland Security How can I obtain a REAL ID-compliant license? To obtain a REAL ID-compliant license, you'll need to visit your state's driver's license agency with the following documents: Proof of identity (e.g., birth certificate, passport) Proof of Social Security number (e.g., Social Security card) Two proofs of residency (e.g., utility bills, bank statements) Please follow the link below for more information in regards to READ ID for base access:https://cnrma.cnic.navy.mil/Operations-and-Management/Base-Access/REAL-ID-Act/