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Guest Service Agent/Mail Clerk

Company: East-West Center
Location: Honolulu
Posted on: May 28, 2023

Job Description:


SUMMARY: The East-West Center ("EWC") is accepting applications for a limited, two-year appointment (with possibility of extension) for a Guest Service Agent/Mail Clerk in the Housing & Facilities Management team. This position provides office support and guest services for the Housing unit. This includes processing room reservations, guest registrations, housing payments and reconciling statistical occupancy and revenue. Additionally, this position will also support the Mail Services team who processes incoming and outgoing mail and provides guidance to other segments of the EWC about mail-related issues.


Housing (60%)

  • 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.
  • Answers phone calls, responds to emails, 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 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.
  • 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.
  • Monitors 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.

    Mail Services (40%)
    • Works closely with the US Postal Service to implement the latest postal guidelines for each individual country and for US domestic mail. Provides guidance on rules and costs of alternative shipping methods to domestic and foreign destinations. Prepares non-profit and special mass mailings using EWC non-profit mail permits which involves conveying information about permit mailing policies, referring them to USPS personnel or publications, and delivering to proper post office.
    • Maintains supply of required forms, and packaging material, e.g., domestic priority mail, global priority mail, domestic express mail, international express mail, customs declaration forms, certified mail, registered mail.
    • Receives incoming mail from postal office, preparing for daily US postal service pickups; daily pickups and deliveries of UH and state of Hawaii mail; daily deliveries to three residence halls; daily deliveries and pickups from EWC offices and programs in all EWC buildings.
    • Coordinates the sorting, routing and/or forwarding of incoming EWC business mail for units/programs/offices dispersed among several EWC buildings. Inspects, analyzes, and redirects "generic" mail (not addressed to person or specific office) to appropriate parties.
    • Coordinates the sorting, delivering, routing, redirecting, and forwarding of personal mail for residents. Services 500 residence hall mailboxes.
    • Manages database for current and previous mail recipients including maintaining large files of forwarding information for several thousand EWC connected people, units, offices. Maintains proper fiscal controls of mail funds and charges to EWC accounts.
    • Maintains accountability process to preserve security of "restricted delivery" and "special handling" items requiring signatures and releases by recipients.
    • Works closely with postal equipment vendors to keep abreast of new mail handling techniques, methods, procedures. Loads software updates to Paragon mail metering equipment, maintains required supplies for the equipment.
    • Operates Pitney Bowes electronic mailing system. Reports issues to supervisor and/or vendor.
    • Monitors all photocopiers at EWC including usage and supplies. Ensures that equipment is properly maintained. Works with vendor to resolve equipment and billing problems.
    • Assists with maintenance of magnetic copy card system which provides users with access to the photocopiers.
    • Works with Facilities Management to maintain and upkeep EWC mail vehicle.

      The incumbent may occasionally perform other duties not listed as assigned.

      SUPERVISION: This position works under the general supervision of the Housing Reservations Coordinator and will be occasionally supervised by the Mail Services Coordinator when performing mail services duties. The incumbent independently plans and executes daily tasks, referring only very unusual situations to the supervisor, and is expected to exercise initiative and demonstrate mature independent judgement in performance of duties.

      REQUIRED QUALIFICATIONS: A combination of post high school education and directly related experience which demonstrates the ability to work closely with an adult population of various ages, ethnic and professional backgrounds, and personalities while also performing the major duties of this position is required.

      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: $ 38,296.08 per year which includes a cost-of-living allowance (COLA) currently at 9.28% (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/Mail Clerk, Sales , Honolulu, Hawaii

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