CONVENTION ADMINISTRATION - Stu-Reg Guest Services Assoc.

Job Classification

  Student-Regular

Position summary

The ideal Guest Services Associate (GSA) oversees all receptionist duties in a professional manner, has excellent work ethic, and upholds their responsibility as an ambassador of Andrews University. GSAs operate from the joint-Front Desk belonging to the Office of Guest & Convention Services (G&CS) and University Towers (UT). 
All GSAs support the operations of G&CS and UT which include accommodating guests' requests over the phone and email, maintaining order in the UT lobby especially by enforcing mask-wearing and proper physical distancing, and a variety of detail-oriented tasks and projects for the G&CS Assistant Director and Dean of UT.

Qualifications summary

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  Student must have full-time status
  


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  Office experience preferred
  


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  Ability to work 9:25 pm-12:25 am, 12:25-3:25 am, and 3:25-6:25 am shifts, as well as weekends, holidays, and two Saturday shifts each month
  

Duties and responsibilities

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  Be friendly yet behave professionally while on-shift
  


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  Take command of lobby by enforcing mask-wearing, proper physical distancing, and all other safety measures and protocol when needed 
  


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  Answer phone calls and emails at the front desk to respond to current and prospective guests' needs in a professional manner  
  


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  Attend and participate in team meetings and team surveys 
  


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  Book reservations for individuals, families, and groups as required
  


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  Greet walk-in guests and guests with reservations when they arrive at the front desk
  


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  Receive and reconcile payments 
  


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  Communicate guests' requests and complaints to the appropriate department 
  


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  Facilitate communication with the Dean and other staff 
  


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  Execute safety protocol in emergency situations (fire, tornado, lock-down, etc.) 
  


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  Receive, sort and distribute daily mail/deliveries
  


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  Maintain dorm security by following safety procedures and controlling access via the reception desk 
  


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  Ensure the front desk is neat, presentable, and equipped with all the necessary supplies such as pens, forms, and paper
  


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  Care about the overall goals of the department and University 
  


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  Willing to assist with any additional tasks and projects 
  


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  Train new incoming student employees when necessary
  

Supervisory responsibilities

None.

Qualifications

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  Ability to work 9:25 pm-12:25 am, 12:25-3:25 am, and 3:25-6:25 am shifts, as well as weekends, holidays, and two Saturday shifts each month
  


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  Able to work a minimum of 3 shifts per week (exception for approved “Substitute” employees) 
  


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  Able to commit to the current summer and upcoming fall semester
  


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  Will attend mandatory monthly meetings 
  


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  Upholds and has confidence to enforce all COVID-19 safety guidelines including mask-wearing and proper physical distancing 
  


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  Excellent oral and written communication skills
  


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  Proficiency in various software applications such as Outlook, Office Suite (Word, Excel, etc.), Google Drive apps; hospitality property management software a plus  
  


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  Multitasking and time-management skills, with the ability to prioritize tasks
  


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  Proficiency in English required, proficiency/fluency in second language or more a plus 
  


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  Ability to carefully follow protocol especially in financial reconciliation 
  


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  Ability to solve problems using critical thinking 
  


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  Professional attitude and appearance
  

Technical competencies

• Ability to quickly and accurately fill Google forms for visitor check-ins, property item check-outs, etc. 


• Familiarity with/willingness to learn Outlook required

Interpersonal interactions

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  Should feel confident interacting with and answering questions from all students, faculty, staff, and guests, ready to help them according to their need via phone call, email, and lobby announcement 
  


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  Must communicate professionally with faculty and staff
  

Physical demands

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  Sitting for several hours at a time
  


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  Reading computer screens
  


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  Occasionally climbing stairs
  

Work environment

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  Most work is completed at the front desk reception area
  


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  Must be able to handle multiple interruptions during the work day
  


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  Must be able to work a variety of hours during the week and weekends
  


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  Must be able to stay focused and alert despite distractions and possible late hours