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Guest Services Agent/Shift Leader

4 months ago

Honolulu, United States East-West Center Full time

**Guest Services Agent/Shift Leader**

Housing Honolulu, Hawaii Minimum Experience **Mid-level** The East West Center (EWC) is accepting applications for a two-year, limited appointment for Guest Services Agent/Shift Leader in the Housing Department. This position is responsible for providing guest services and monitoring cleaning and maintenance services for Hale Manoa (336 room dormitory), Hale Kuahine (84 room dormitory), and Lincoln Hall (93 room guest house). Oversees operations and employees during scheduled shifts; provides a high level of customer service and guest assistance; performs security rounds and building inspections; communicates and enforces all policies and procedures; responds to emergencies or crisis situations according to EWC Housing policy; performs other related duties as needed. ALL QUALIFIED PERSONS, ESPECIALLY WOMEN, MEMBERS OF MINORITY GROUPS, VETERANS AND PERSONS WITH A DISABILITY, ARE ENCOURAGED TO APPLY. IF YOU HAVE A DISABILITY OR ARE A PROTECTED VETERAN, WE INVITE YOU TO IDENTIFY YOURSELF, ON A VOLUNTARY BASIS, AND TO ASSIST US WITH PLACEMENT AND REASONABLE ACCOMMODATION.

Also provides guest services support and after-hours support. The position will be required to work evenings, nights, weekends and holidays as needed.

The Guest Services Agent/Shift Leader monitors work performed in assigned areas, works closely with others to ensure a timely turnaround of rooms, assists Facilities with monitoring maintenance and facility concerns, handles general cleaning, pest control services, inventory checks and other projects. The Guest Services Agent/Shift Leader communicates with residents, guests, contractors and staff by email, phone, in-person and digital notification regarding issues including conduct, maintenance, security, emergencies, etc. and addresses issues and complaints.

This position oversees daily operations, processes guest registration and room reservations in Maestro, monitors employees while ensuring outstanding customer service, and monitors and secures six buildings and landscaped areas. This position responds to emergencies and calls for assistance throughout the campus such as fire alarms, light bulb replacement, electrical and plumbing issues, elevator malfunctions, security alarms, janitorial issues and electronic lock support and reports or escalates issues to management as needed. This position 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. Performs other duties as required.

REQUIRED QUALIFICATIONS :

Education - High school diploma or equivalent training and experience from which comparable knowledge and ability can be acquired.

Experience - Two years full-time experience which included working closely with an adult population of various ages, ethnic and professional backgrounds, and personalities which demonstrates 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 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.

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.

Knowledge - Of routine office and record keeping procedures; correct English grammar, punctuation, spelling, and word usage; and office machines and equipment.

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.

***This position will be required to work various shifts including evenings, weekends and holidays.

SALARY: $19.21 per hour which includes a cost-of-living allowance (COLA) currently at 10.28% (subject to change) and an attractive total compensation package.

HOW TO APPLY: Submit an application by clicking the APPLY TO THIS JOB NOW button on the right side of the page . Application information should include a cover letter with position title and a statement addressing how the qualifications are met, a resume, and names and addresses of three professional references. Screening and assessment will be based on the materials submitted. Applications will be accepted until position is filled.

An Equal Opportunity Employer/Vet/Disabled

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.

Location Honolulu, Hawaii Minimum Experience Mid-level