Guest Service Agent Shift Leader (multiple openings, immediate hire)

ALL QUALIFIED PERSONS, ESPECIALLY WOMEN, MEMBERS OF MINORITY GROUPS, VETERANS AND PERSONS WITH A DISABILITY, ARE ENCOURAGED TO APPLY.

Are you looking for a rewarding career that can take you to new levels of success? Do you have a passion for providing exceptional customer service? If so, then we have the perfect job for you! Our team currently has multiple openings for detail-oriented and reliable Guest Service Agent Shift Leaders to join our Campus Operations- Housing team. As a Shift Leader, you will exude the values the East-West Center and provide superior hospitality service to our students, program participants, and esteemed guests. This position will also perform general maintenance and housekeeping throughout our housing facilities and provide basic emergency services to guests as needed. The preferred candidate will be available and flexible in their work availability as he or she may be asked to work evenings, weekends, and holiday shifts as needed.

We encourage you to join our team and apply for this exciting opportunity today!

RESPONSIBILITIES OF A GUEST SERVICE AGENT SHIFT LEADER

As a Shift Leader, you will perform room reservation tasks and assist guests daily; provide guidance and direction relating to housing policies and procedures; and field emergencies or support to resolution of crisis situations as they occur. Here are a few of the key responsibilities you can expect in this role:

Oversees work performed in assigned area(s) including performance of contract cleaning personnel. Conducts rooms and public area inspections before and after cleaning to ensure all requests were completed and are up to expected standards, providing direction and follow-up to custodial staff as required.

Oversees room assignment processing, room preparation, and check-outs to ensure timely room turnaround times without sacrificing quality of service. Processes and updates reservations into the Maestro system in a timely and accurate manner. Prepares registration cards and key packets, updates files, and completes reports timely. Calculates guest folios, collects payments, and balances cash drawer(s) accurately.

Assists Facilities with maintenance and facility concerns by following up on IMPAK work requests and ensuring repairs are completed satisfactory. Logs work orders/maintenance requests into IMPAK system as needed.

Manages cleaning and pest control services, refrigerator cleaning, and scheduled fire drills semi-annually. Completes assigned special projects timely.

Monitors common storage and kitchen areas including space assignment, key issuance, inspections, item removals, room accessibility, and other related tasks.

Communicates with appropriate parties regarding issues with guest conduct, building maintenance, cleaning, security, emergencies, or related tasks.

Supervises Guest Service Agents in performing their daily work to ensure productivity and operational efficiency. Maintains a positive work environment, enforces Center policies, and address complaints and performance issues properly.

Provides appropriate service and assistance to guests. Answers telephone calls, responds to emails, and addresses concerns and complains in a timely and professional manner.

Executes additional services that include mail deliveries, lounge reservations, equipment management, and key/keycard issues.

QUALIFICATIONS AND SKILLS NEEDED FOR THE ROLE

To be considered for the role, you will need to have the following qualifications and skills:

Education & Experience – At least t wo (2) years of full-time work experience which includes working closely with an adult population of various ages, ethnic and professional backgrounds, and personalities demonstrating the ability to perform the duties of this position, or a combination of post high school education and directly related experience which totals two years. Experience should also include a demonstrated capacity of using computerized systems.

Demonstrated Ability – To acquire and maintain knowledge of various policies and procedures; to take initiative and work cooperatively in following through on assignments; to organize time, tasks, and materials efficiently; to communicate and work effectively and deal pleasantly and helpfully with people of diverse cultural backgrounds; to work under pressure of deadlines; to maintain accurate files and records; to appropriately handle confidential material; to make arithmetic computations and record figures accurately; to apply good judgment; and accept responsibility.

Knowledge – Of office practices and procedures; of correct English grammar, punctuation, spelling, and word usage; and of office machines and equipment; of MS Office suite and e-marketing platforms (MailChimp, Constant Contact, etc.)

Physical Requirements – Able to climb stairs, use a ladder, carry supplies and equipment weighing up to 20 pounds, walk between campus buildings spread across 10-acre campus, access and operate electrical switches and water valves, and perform other physical, activities related to accomplishing the duties of the position.

Technology – Experience using multiple computer systems which demonstrates the ability to effectively use programs used in EWC Housing including Microsoft 365 (Outlook, Teams, Word, Excel, Calendar, Etc.), Maestro Property Management System, Impak Work Orders, Pitney Bowes SendSuite Package Tracking, Kaba Atlas Key System, Adobe Sign and Rave Alert Notifications. The Center will provide training on how to use our computer systems within Housing operations.

SALARY AND BENEFITS OF WORKING AT THE EAST-WEST CENTER

When you join our team, you will have the opportunity to work for a company that values its employees and provides a supportive work environment. Here are some of the benefits you can expect:

Competitive Salary and Benefits

The pay rate for this position starts at $21.92 per hour with an attractive benefits package that includes health insurance, retirement savings with a generous company match, and paid time off.

Career Growth Opportunities

We believe in investing in our employees and providing opportunities for career growth and development. As a Lead Guest Service Agent, you will have the opportunity to take on additional responsibilities and advance your career within our organization.

Supportive Work Environment

We believe in fostering a supportive work environment where our employees feel valued and appreciated. We encourage open communication and collaboration and provide the tools and resources our employees need to succeed.

HOW TO APPLY

If you're interested in this role, please submit an electronic application at APPLY FOR THIS JOB NOW so that you can be immediately considered. Here are some tips to help you prepare you for our job application process:

Tailor Your Resume and Write a Compelling Cover Letter

Make sure that your resume is tailored to the specific requirements of the job. Highlight your relevant experience and skills, and provide examples of how you have demonstrated leadership in your previous roles. Your cover letter should be tailored to the job and provide a clear and concise summary of your qualifications and experience. Explain why you are interested in the role and how you can contribute to our team. Our initial assessment will be based on the information you submit in your application.

Be Prepared for the Interview

If you are invited for an interview, make sure that you are well prepared. Research our company and its role and be prepared to answer questions about your experience and qualifications.

Provide Three Professional References

Ensure that your references can attest to your skills, worth ethic and integrity. What these people reveal about you — both in terms of what they do and don’t say — can make a difference in whether you’ll be hired. So, it’s extremely important that you choose wisely when deciding who to use as a reference.

The East-West Center is a premier