UNIV HOSPITALITY SERVICES - Stu-Reg Guest Services Assoc.

Job Classification

  Student-Regular

Position summary

The Guest Services Associate (GSA) plays a vital role in supporting both the Office of University Hospitality Services and University Towers from a single, 24/7 Front Desk. This position requires professionalism in handling all receptionist duties, efficiently managing information, and ensuring smooth operations throughout each shift.

The ideal GSA is highly responsible, adaptable, and a strong team player with a growth mindset, excellent work ethic, and positive attitude. They demonstrate respect for peers and authority, thrive in a dynamic environment, and excel in both technology and communication-heavy tasks.

Qualifications summary

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  Must be a full-time student
  


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  Must be available for one Saturday and one Sunday shift per month
  


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  Must attend a 1.5-hour work meeting each month
  


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  Office experience preferred
  


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  Customer service and cash management experience preferred
  

Duties and responsibilities

General AU Desk Duties

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  Facilitate all departmental communications between supervisors of University Hospitality 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.) 
  

University Hospitality Services Duties

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  Book reservations for guests and guest groups by following the 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

N/A

Qualifications

Time Commitment

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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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  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 a 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 is a plus  
  


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  Ability to solve problems using critical thinking 
  


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  Proven customer service is a plus
  

Behavior/Presentation

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  Upholds AU Student Code of Conduct
  


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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

N/A

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, staff, student and guests
  

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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  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