Guest Service Agent Shift Leader

Guest Service Agent Shift Leader

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!

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 satisfactorily. 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.

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,…