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CONVENTION ADMINISTRATION - Stu-Reg Guest Services Assoc.
Job Classification
Student-Regular
Position summary
The GSA serves two departments - 1) The Office of Guest & Convention Services and 2) University Towers - from one 24/7 Front Desk. On the job, the GSA oversees all receptionist duties in a professional manner, fielding and recording information throughout the shift. The ideal Guest Services Associate (GSA) is highly responsible, respectful of peers and authority, flexible in a dynamic environment, a team player, and has growth-mindset, good work ethic, and an excellent attitude. All GSAs are required to attend paid, monthly work meetings which usually occur on Sunday early afternoons. This job is technology and communication-heavy.
Qualifications summary
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Must have full-time student status
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Office experience preferred
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Willingness to work 1-2 Saturday shifts per month
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Willingness to attend one 1.5-hour work meeting per month
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Proficiency in Microsoft Teams, Microsoft Suite, Google Workspace
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Availability to work 9:25 am-12:25 pm on Wednesdays preferred AND/OR
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Availability to work 6:25 pm-9:25 pm on Thursdays preferred
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Cares about the overall goals of the department and University
Duties and responsibilities
General AU Desk Duties
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Facilitate all departmental communications between supervisors of Guest & Convention Services, University Towers, and other related employees, guests, and students via phone, the front desk email, and in-person
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Greet students, staff, and guests as they enter/exit the lobby
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Attend and participate in monthly team meetings
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Train new incoming student employees when necessary
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Execute safety protocol in emergency situations (fire, tornado, lock-down, etc.)
Guest & Convention Services Duties
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Book reservations for guests and guest groups by following reservation creation/check-in/check-out procedures
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Accurately process and reconcile credit card, cash, and check payments
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Communicate guests' requests and complaints to the appropriate department
University Towers Duties
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Sort and distribute daily mail/package deliveries for University Towers residents and staff
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Maintain dorm security by following safety procedures and controlling door access from the Front Desk
Supervisory responsibilities
Train incoming GSA’s during their onboarding period, as needed (this is done simultaneously during your regularly-scheduled shifts)
Qualifications
Time Commitment
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Ability to work 1-2+ Saturday shifts per month
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Ability to work a minimum of one 3-hour shift per week (exception for approved “Substitute” employees)
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Ability to commit to the current fall and upcoming spring semesters, holidays and breaks a plus
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Commitment to attend one 1.5-hour mandatory work meeting per month
Skills
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Highly responsible and trustworthy
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Excellent oral and written communication
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Ability to multitask and manage time effectively
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Ability to carefully follow protocol especially in financial reconciliation
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Proficiency in English required, proficiency/fluency in second language or more a plus
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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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Ability to solve problems using critical thinking
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Proven customer service a plus
Behavior/Presentation
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Upholds AU Student Code of Conduct
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Upholds AU Covenant of Care including mask-wearing
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Helpful and positive attitude, willingness to work as a team member
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Ability to both take correction and give input, has a growth mindset
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Professional attitude and appearance
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Open and honest communication
Technical competencies
See Qualifications
Interpersonal interactions
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Frequent greeting of all students, guests, staff, and visitors as they enter/exit the lobby
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Should be ready to answer questions from all students, faculty, staff, and guests, to help them according to their need via phone call, email, and lobby announcement
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Respectful and open communication 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
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Occasionally lifting heavy packages
Work environment
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Most work is completed at the front desk reception area
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Occasional need to leave desk to open locked dorm room doors
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Constant interaction with different people throughout the day
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Multiple interruptions in-person and over-the-phone during the day
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Usually quiet and vacant during evening/late night shifts
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Multiple visitor check-in’s/groups present in UT Auditorium and lobby on Friday afternoons, nights, and Saturday mornings for AU-related rehearsals, vespers, and church services