Guest Services/Residential Life Assistant

SUMMARY: The East-West Center (EWC) promotes better relations and understanding among the people and nations of the United States, Asia, and the Pacific through cooperative study, research, and dialogue. Established by the U.S. Congress in 1960, the Center serves as a resource for information and analysis on critical issues of common concern, bringing people together to exchange views, build expertise, and develop policy options. The Center’s 21-acre Honolulu campus, adjacent to the University of Hawai‘i at Mānoa, includes conference facilities, three residence halls, and an office building that houses research, program, and administrative activities. The Center also has an office in Washington, D.C., that provides accessibility to US, regional government stakeholders, and program partners with innovative training, analytical and dialogue exchange, and public diplomacy products to meet US policy priorities and expressed needs in the Indo-Pacific region.

Our team is seeking an on-site Guest Services/Residential Life Assistant for a limited, two-year appointment (with possibility of extension). This position coordinates all operations and guest service activities for the East-West Center’s residential community including front desk supervision and support, directing facilities inspections and health/safety, as well as reservations and billing reconciliation. The incumbent will work closely with the Housing team and Residential Life Coordinator in supporting the East-West Center’s housing operations and resident life initiatives.

The Guest Services & Residential Life Assistant is a live-in position and is expected to be on-call 24 hours a day to receive and respond to crisis/emergency situations on campus. The position will provide immediate assistance to guests and staff in the event of a fire emergency, storm, utility outage, police emergency, natural disaster, or other-related emergency situations.

MAJOR DUTIES:

• Assists in the coordination and management of crisis situations (works closely with the Residential Life Coordinator), identifies residential living problems and needs, provides referrals as necessary; mediates neighbor disputes; resolves resident complaints or refers them to appropriate staff members. This involves communicating with the international resident population, being sensitive to multicultural differences, coordinating appropriate responses with various departments within the East-West Center, the University of Hawaii and other educational institutions and following up to ensure that satisfactory action has been taken.
• Enforces residence hall policies aimed at ensuring health and safety, as well as enriching the social, cultural, and intellectual growth of students. Clearly communicates policies to residents, staff, and stakeholders.
• Assists with daily processing of housing reservations which includes fielding housing inquiries, processing reservations in the computerized reservations system, and ensuring that the appropriate registration cards/files/recordkeeping reports are processed in a timely manner.
• Coordinates training for all Housing unit hospitality positions. Coaches and directs staff in their interactions with residents; identifies and recommends areas for additional training and development.
• Assists with Housing orientations for students and professional programs.
• Assists in the scheduling and supervision of Guest Service Agents to ensure appropriate coverage for a 24x7x365 operation.
• Assists management in completing fiscal tasks, including processing of rental notices and invoices. Assists with the preparation and distribution of monthly housing charges for EWC chargeback, vendor and other EWC/non-EWC accounts receivable.  Follows up on problematic delinquent accounts.  Works with responsible parties to resolve contested rental and other charges, negotiates acceptable payment schedule, and provides appropriate input for requests to waive penalties or room rental charges.
• Inspects facilities to ensure that all areas are well-maintained and safety concerns are addressed.
• Cultivate relationships with residents, staff, Facilities and Housekeeping to identify unsafe or unkept guest areas and opportunities to improve or enhance guest facilities.
• Responsible for the follow-up of building inspections, vandalism, property damage and facilities assessments.
• Responds to emergencies and calls for assistance throughout the campus including health and safety issues, fire alarms, natural disasters, minor electrical problems, light bulb replacement, plumbing issues elevator malfunctions, security alarms, janitorial issues, and electronic lock support. Escalates issues to leadership and/or contacts vendor/contractors as needed.
  

This list of essential functions is not exhaustive and may be supplemented on an occasional basis in accordance with the requirements of the job.

SUPERVISION: This position works under the general supervision of the Housing Manager and will receive occasional direction and guidance from the Residential Life Coordinator regarding resident support services and activities. The incumbent is expected to use initiative, leadership, and judgment to carry out duties and responsibilities in an innovative, effective, and timely manner; works independently on continuous assignments; handles problems and deviations as they arise; and may take some problems along with possible solutions to the supervisor for advice and approval.

The position will occasionally provide direct on-site supervision, coordination, and direction to Guest Service Agents to determine work schedules and assign tasks or work priorities as needed.

REQUIRED QUALIFICATIONS: Education & Experience – An undergraduate degree or equivalent training and experience from which comparable knowledge and ability can be acquired. Possesses at least three (3) years of full-time work experience in some combination of the following fields: Student Affairs, Student Life, Residence Life/Housing, Student Conduct, or Customer Service/Hospitality.

Communication – Strong written and verbal communication skills. Must be able to effectively communicate and interact with people of diverse backgrounds and abilities in person, on the phone and in digital environments.

Demonstrated Ability – To organize, prioritize and coordinate work involving a wide variety of tasks; to take initiative and work independently and cooperatively in following through on assignments; to assume responsibility for whole areas of work and integrate information from relevant sources; to gather and/or prepare background materials; to work effectively and deal pleasantly and helpfully with people of diverse cultural backgrounds; to commit to diversity, equity, and inclusion; to work under the pressure of deadlines and competing demands; to acquire and maintain knowledge of and appropriately apply various policies and procedures; to establish and maintain accurate files and records; to adapt to changes and exercise good judgment in dealing with a variety of situations; to perform effectively in a non-routine work environment;  to appropriately handle confidential information; to communicate effectively both verbally and in writing and to function effectively as a work leader.

Knowledge - Of office practices and procedures; of correct English grammar, punctuation, spelling, and word usage; and of office machines and equipment; and of safe and efficient use of cleaning materials, chemicals, tools, and equipment. Proficiency with Microsoft program tools such as Word, Outlook, PowerPoint, and Excel.

Physical Requirements – Ability to climb stairs, use a ladder, carry supplies and equipment, walk between campus buildings spread across 10-acre campus, and  to move furniture and supplies up to 40 pounds; Sit, walk or stand for extended periods of time; dexterity of hands and fingers to operate a computer keyboard, operate standard office equipment, and use a phone; see and read a computer screen and printed matter with or without vision aids; read and understand rules and policies, labels, and instructions; and to hear, speak and  understand speech at normal levels and on the telephone.

Driving – Possesses a valid driver’s license and clean traffic abstract.

Work Schedule – The Housing department must generate its own revenue to cover operating expenses and salaries.  It does NOT receive direct EWC funding for staff or other expenses.  Therefore, to handle the needs of residents and guests paying for services during a seven-day work week, this position must be able to work weekends, holidays, extended evening, and morning hours as needed or on short notice.

Work Environment – The position performs most tasks indoors, in an air-conditioned office environment. Occasionally, the position will be required to perform physical tasks outdoors. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PREFERRED QUALIFICATIONS: 

• Experience in student housing.
• Experience in crisis intervention and response.
• Familiar with reservation systems and student information systems.
  

SALARY AND BENEFITS OF WORKING AT THE EAST-WEST CENTER: You will have the opportunity to join an organization that values its employees and provides a supportive work environment. Here are some of the benefits you can expect:

• Competitive Salary and Benefits

The annual salary for this position starts at $55,658.79 per year with an attractive benefits package that includes health insurance, retirement savings with a very 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. 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.

HOW TO APPLY: If you're interested in applying for the role, submit an electronic application at APPLY FOR THIS JOB NOW so that you can be immediately considered. Here are some tips to help you prepare you for our job application process:

• Tailor Your Resume and Write a Compelling Cover Letter

Make sure that your resume is tailored to the specific requirements of the job. Highlight your relevant experience and skills and provide examples of how you have demonstrated leadership in your previous roles. Your cover letter should be tailored to the job and provide a clear and concise summary of your qualifications and experience. Explain why you are interested in the role and how you can contribute to our team. Our initial assessment will be based on the information you submit in your application.

• Be Prepared for the Interview

If you are invited for an interview, make sure that you are well prepared. Research our company and its role and be prepared to answer questions about your experience and qualifications.

• Provide Three Professional References (with appropriate contact info) in your Application

Ensure that your references can attest to your skills, work ethic, and integrity. What these people reveal about you — both in terms of what they do and don’t say — can make a difference in whether you’ll be hired. So, it’s extremely important that you choose wisely when deciding who to use as a reference.