Assistant Housing Manager

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 Assistant Housing Manager for a limited, two-year appointment (with possibility of extension). This position supervises the daily operations of the Housing team including its systems and workflow for reservations and assignments, hospitality and guest services, payment reconciliation, facility resources, health and safety requirements, as well resident as general crisis and building emergency management.

MAJOR DUTIES:

Housing Operations Management

• Oversees the daily operations of the Housing Office. Ensures that all digital and phone inquiries are responded to and addressed. Communicates and collaborates with residents, staff, guests, vendors, and contractors regarding reservations, resident conduct, maintenance, cleaning, security, emergencies, project management, etc. Creates, implements, and maintains office procedures and workflows.
• Oversees 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.
• Maintains after-hour and weekend coverage to ensure timely processing of reservation and account receivable requirements. Evaluates and recommends changes to procedures to ensure the smooth functioning of office operations.
• Assists in the coordination and management of serious crisis situations, identifies residential living problems and needs and 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.
• Assists in the coordination of janitorial and maintenance of housing facilities which includes inspecting rooms and public areas; following up on work requests and ensuring that all repairs are performed satisfactorily.
• 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.

Fiscal Support

• Coordinates the fiscal aspects of the Housing unit which includes processing of housing charges, preparation of deposits of rental receipts, daily replenishment of the change fund at three locations and office safe, and payment of invoices. Investigates and resolves any cash/check/credit/receipt discrepancies that may arise. Recommends corrective actions to ensure appropriate fiscal safeguards.
• Coordinates 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 on requests to waive penalty or room rental charges.

Personnel Management

• Provides day-to-day leadership to ensure a high-performance, customer service-oriented work environment that supports achieving the Center’s mission, objectives, and values.
• Organizes and oversees work schedules of unit staff and manages requests for time off in an appropriate and timely manner.
• Provides technical assistance and advice to staff; inspects work in progress and upon completion.
• Establishes goals and criteria to be used in performance evaluations for unit staff. Conducts performance evaluations that are timely, constructive, transparent, and unbiased. Provides coaching and guidance for performance improvement and development.
• Submits Personnel Budget Forms to initiate and maintain personnel actions (recruitment, modification, termination, etc). Coordinates with HR in executing all recruitment, onboarding, and offboarding tasks.
• Directs and oversees the training of new staff.
• Interacts effectively and diplomatically in all areas of employee relations, always projecting a
• professional image while exercising the highest degree of confidentiality. Coordinates with HR in responding to employee concerns or complaints, performance issues, and/or inappropriate behavior.
Attends supervisor training(s) as required.

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. The supervisor provides new or unusual assignments by defining objectives, priorities, and deadlines. The employee 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 provides direct on-site supervision, coordination, and direction to the unit’s Guest Service Agent Shift Leaders. The position may determine priorities of daily work assignments and direct staff to various projects and priorities as needed.

REQUIRED QUALIFICATIONS: Education & Experience – An undergraduate degree and at least five (5) years of full-time work experience related to housing/hotel/property management reservations, customer relations, and/or front desk operations which demonstrates the ability to perform the duties of this position, or a combination of post- high school education and directly related work experience totaling five (5) years. Experience should also include an additional at least two (2) years of supervisory or management experience with a record of authority to make basic to complex daily decisions, perform operational and strategic planning tasks, manage finances and budgets, and work collaboratively a team/staff.

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.

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.
• One (1) year of supervisory experience.
• Experience managing residence life programs and working with graduate students.
• 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 $74,972.21 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.