Guest Service Agent Shift Leader – Immediate Hire

About the role

The East‑West Center is seeking detail‑oriented Guest Service Agent Shift Leaders to join its Campus Operations‑Housing team. In this position you will deliver superior hospitality service to students, program participants, and guests while overseeing room turnover, maintenance requests, and emergency response.

Key responsibilities

• Supervise contract cleaning staff, conduct inspections of rooms and public areas, and ensure cleaning standards are met.
• Process room reservations, prepare registration packets, calculate guest folios, collect payments, and balance cash drawers using the Maestro system.
• Log and follow up on maintenance work orders in the IMPAK system and coordinate repairs with Facilities.
• Manage cleaning, pest control, refrigerator cleaning, and semi‑annual fire drills; complete special projects as assigned.
• Provide guest assistance via phone, email, and in‑person, handling concerns, complaints, mail deliveries, lounge reservations, and key issues.

Required profile

• Minimum two years of full‑time experience working with diverse adult populations and using computerized systems.
• Ability to learn and apply housing policies, maintain accurate records, handle confidential information, and perform arithmetic calculations accurately.
• Physical capability to climb stairs, use a ladder, carry up to 20 lb, and walk across a 10‑acre campus.

Required skills

• Microsoft Office suite (Word, Excel, Outlook, Teams, Calendar).
• e‑marketing platforms such as MailChimp and Constant Contact.
• Maestro Property Management System.
• Impak Work Order system.
• Pitney Bowes SendSuite package tracking, Kaba Atlas Key System, Adobe Sign, and Rave Alert Notifications.

What we offer

• Competitive hourly wage of $21.92 with health insurance, retirement match, and paid time off.
• Opportunities for career growth within the Center and a supportive, collaborative work environment.