Guest Service Agent Shift Leader/Night Audit

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 is currently seeking a detail-oriented and reliable Guest Service Agent Shift Leader and Night Auditor to join our team.
As a Shift Leader/Night Auditor, you will be responsible for overseeing the daily evening operations at the front desk and conduct the nightly audit of the Maestro computerized reservation system.
The preferred candidate must be available to work evenings, nights, weekends, and holidays as needed.
We encourage you to join our team and apply for this exciting opportunity today! RESPONSIBILITIES OF A LEAD GUEST SERVICE AGENT As a Shift Leader/Night Auditor, you will provide a high level of customer service and guest assistance; communicate and enforce all policies and procedures; and field emergencies or crisis situations to proper offices.
Here are the key responsibilities you can expect in this role: Assists with daily review of front desk transactions.
Make necessary adjustments to run appropriate audit reports.
Performs the Night Audit, including reviewing and correcting records including the Accounts Receivable report Processes guest registration in Maestro reservations program.
Prepares arrival packet/keycard, processes check-in and check-outs.
Processes guest payments.
Calculates and collects room rental and sundry sales payments, issues appropriate sales receipts and balances cash drawer monies (includes cash, checks and credit card payments).
Processes room reservations.
Inputs data and processes revisions in Maestro, prepares registration cards, updates files and reports.
Provides guest service assistance.
Answers telephone, responds to email, fields inquiries, receives visitors, takes messages, enters maintenance requests in Impak work order system, makes referrals to appropriate offices and participates in Housing office emergency response system.
Provides excellent customer service.
Addresses customer issues and complaints.
Provides services that include mail/parcel deliveries within SendSuite, lounge reservations, EWC vehicle sign-out, loan equipment and key/keycard issues using the Kaba Atlas, etc.
Communicates and enforces policies and procedures.
Communicates with residents, guests, contractors and staff by email, phone, in-person and digital notification system regarding issues including resident conduct, maintenance, cleaning, security, emergencies, etc.
Conducts room and public area inspections before and after cleaning to make sure all requests were completed and that cleaning is up to expected standards, providing direction and follow-up to custodial staff as required.
Works closely with staff in processing room assignments, room preparation and check-outs to ensure timely and expedient turnaround times without sacrificing quality of service.
Assists facilities unit with verification and monitoring of maintenance and facility concerns, following up on Impak work requests and ensuring that all repairs are performed satisfactorily.
Monitor’s use of common storage and kitchen areas including: assignment of space; issuance of keys; periodic inspections; removal of abandoned items; scheduling of access, etc.
for field study storage rooms, off-campus storage, unit storage, unclaimed storage lanais, public/private lounges, kitchen cabinets, etc.
Fields calls for assistance throughout the campus during shift including health and safety issues, fire alarms, electrical problems, light bulb replacement, plumbing issues, elevator malfunctions, security alarms, janitorial issues, and electronic lock support.
The individual may be required to assist with emergencies outside of normal schedule.
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 two (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 – Ability 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.
Provides training on computer systems for Housing Staff.
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.
53 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 institution in the Indo-Pacific to convene, develop, and equip a network of leaders to solve challenges of common concern.
Founded in 1960, the Center has been a leader in promoting understanding and cooperation between the United States and the Indo-Pacific region through its innovative programs and research initiatives.
The Center is dedicated to creating respectful and inclusive programming that values innovation and growth through collaborations across the organization and the region.
With its cutting-edge research, educational programs, and vibrant community, the East-West Center has become a hub of academic excellence and cultural exchange.
Whether you are a student, researcher, or simply someone interested in making a difference for peoples and communities throughout Asia, the Pacific and the US, the East-West Center is the perfect place to explore and discover new perspectives.
As required under Title IX, the East-West Center does not discriminate on the basis of sex in the educational programs or activities it operates, including admissions and employment.
This is a full-time position.