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

Center for Cultural and Technical Interchange Between East and West, Inc; Honolulu (HI); On-site; USD 30,000 - 33,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Retirement plan

Job summary

East-West Center in Honolulu is seeking a Guest Service Agent Shift Leader to oversee housing operations tasks, guide policies, and respond to emergencies with a customer-focused approach.

You will supervise staff, manage reservations, and ensure timely room turnover while maintaining high service standards across facilities.

Qualifications

• 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.
• 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.)

Responsibilities

• Oversees 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.
• Supervises Guest Service Agents in performing their daily work to ensure productivity and operational efficiency.
• Answers telephone calls, responds to emails, and addresses concerns and complaints in a timely and professional manner.
• Executes additional services that include mail deliveries, lounge reservations, equipment management, and key/keycard issues.

Skills

Customer service

Team leadership

Communication

Multicultural awareness

Education

Post-high school education

Tools

Maestro PM System

Impak Work Orders

Pitney Bowes SendSuite

Kaba Atlas Key System

Adobe Sign

Rave Alert

Microsoft 365

Job description

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 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 – 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.

The East-West Center isa 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.