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Guest Service Agent - Audit/Night Shift

Company: East-West Center
Location: Honolulu
Posted on: May 16, 2022

Job Description:

Job DescriptionSalary: $19.68 hourlyALL 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.SUMMARY: The East-West Center is accepting applications for a limited, two-year appointment (with possibility of extension) for a Guest Service Agent (Audit/Night Shift) in the Housing & Facilities Management team. The Guest Service Agent (Audit/Night Shift) is responsible for providing office support, provides desk services, including processing room reservations, guest registration, housing payment and reconciles statistical occupancy and revenue data, conducts the nightly audit of the Maestro computerized reservation system. Provides a high level of customer service and guest assistance; communicates and enforces all policies and procedures; fields emergencies or crisis situations to proper offices; performs other related duties as needed. The position will be required to work evenings, nights, weekends, and holidays as needed.The position will work a majority of their weekly shift schedule between 12:00am – 8:00am and will be required to work weekends, holidays, or other shifts as needed.MAJOR DUTIES:

  • 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.
  • Performs other duties as required.SUPERVISION: This position works under the general supervision of the Housing Manager. The incumbent independently completes recurring assignments, is expected to exercise initiative, and must demonstrate mature independent judgement in performance of duties. Performance is evaluated based on accuracy, conformance with policies and feedback from guests.REQUIRED QUALIFICATIONS: A High school diploma or equivalent training and experience from which comparable knowledge and ability can be acquired. 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. The incumbent shall demonstrate their 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; to climb stairs, use a ladder, carry supplies and equipment weighing up to 20 pounds; to walk between campus buildings spread across 10-acre campus; to access and operate electrical switches and water valves, and perform other physical, activities related to accomplishing the duties of the position.The incumbent shall possess knowledge of routine office practices and recordkeeping procedures; of correct English grammar, punctuation, spelling, and word usage; and of office machines and equipment; of MS Office suite or other general computer programs. PREFERRED QUALIFICATIONS: Experience using multiple computer systems which demonstrates the ability to effectively use programs used in EWC Housing including Maestro Property Management System, Impak Work Orders, Pitney Bowes SendSuite Package Tracking, Kaba Atlas Key System, Adobe Sign and Rave Alert Notifications is preferred.SALARY: $ 19.68 per hour, which includes a cost-of-living allowance (COLA) currently at 9.75% (subject to change annually) and an attractive total compensation package.WHO MAY APPLY: All persons who meet qualification requirements.HOW TO APPLY: Submit an electronic application at APPLY FOR THIS JOB NOW. 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. 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. This is a full-time position

Keywords: East-West Center, Honolulu , Guest Service Agent - Audit/Night Shift, Sales , Honolulu, Hawaii

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