Guest Service Assistant (Gsa)

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Supervisory Organization:
Ms. Sherron Stonecypher
Department:
5420 Non Work Study, Conferences and Events
Dates of employment:
2024-05-20
2024-08-14
JOB PURPOSE:
The purpose of this position is to assist the Office of Conferences and Events management team with all operational aspects of its summer Camp and Conference Guest Services (CCGS) offerings. This is an on-call, live-in, paraprofessional student position.
PREREQUISITES FOR ELIGIBILITY:

• Must be available to work Monday, 5/20/24 - Wednesday, August 14, 2024, including weekend and holiday shifts.
• Must be available for 24-hour on-call shifts and emergency unscheduled shifts.
• Required to live on campus.
• Must be academically enrolled in Lewis & Clark College, and pursuing a program or course of study.
• Applicants must maintain current student status and a cumulative 2.50 GPA or higher.
• This position requires good judgment, motivation, self-starting abilities, energy, commitment, attention to detail, a caring and positive attitude, self-discipline, sensitivity to racial and cultural diversity, and common sense.
• Must have strong communication skills (oral and written).
• Must be proficient using Google Drive, Google Doc and Sheets software.
• Pursuant to L&C emergency response plans, this position is required to maintain current Cardiopulmonary Resuscitation (CPR) certification (if cognitively and physically able to do so) within 60 days of employment or when training becomes available by the department. Training is provided at department expense. Duty to act ends at summoning professional assistance.
• This position is required to work in and have access to guest rooms and residential community areas while occupied by adults and minors (youth under 18 years old); therefore, this position requires a criminal history check.
• Maintain good academic and conduct standing with both Lewis & Clark and the Office of Conferences and Events.
  Preferred Qualifications
• Experience working as a Resident Assistant (RA),
  Guest Services Assistant (GSA), Facilities Services student employee, Bon Appetit student employee, or related position.
• Customer service experience.
• Supervision experience and/or demonstrated ability to lead a team of peers.
• Previous hotel, summer camp counselor, and/or event coordinator experience.
• Ability to speak conversational Spanish.
• CPR certified.
• Valid driver's license and ability to pass Lewis & Clark's driver's clearance requirements.

Documents Needed to Apply
When applying you will be required to attach the following electronic documents:
1. A Resume/Vita
2. A cover letter - Please address how your experiences have prepared you for the responsibilities and duties outlined in the posting.
For additional information please contact: Daniel Eagle at
guestservices@lclark.edu
DUTIES AND RESPONSIBILITIES:
Customer Service

• Maintain positive customer service relationships with all guests and campus residents.
• Promptly address requests from camp/conference guests whenever possible.
• Work front desk hours as determined by the client and CCGS management. Maintain a clean and organized front desk and lobby space.
• Model outstanding customer service and communication skills to guests and other student staff.
• Take initiative to solve problems, improve processes, and serve as a resource for staff and guests.

Guest Room, Linen, and Building Preparations

• Prepare for camp and conference groups' arrival by distributing linen, making beds, setting up tables and chairs, and arranging common lounge areas based on client requests.
• Assist with residence hall cleaning such as sweeping, mopping, vacuuming, wiping surfaces, emptying trash, sorting recycling, and laundry collection.
• Assist Senior GSAs with physical inspections of building spaces to ensure cleanliness and inspect for damages.
• Report any building maintenance concerns to CCGS management.

Camp and Conference Logistics and Administration

• Complete daily work and projects in an efficient and thorough manner, as directed by Senior GSAs and CCGS management.
• Assist Senior GSAs and the client with group arrival check-ins and departure check-outs. Ensure all keys are accounted for prior to arrival and after departure.
• Keep accurate records of keys, damages, and building occupancy (including early departures) for emergency response and billing purposes.
• Be knowledgeable about the Office of Conferences and Events, Lewis & Clark College, Portland, and surrounding area in order to answer questions, ensure the best representation of our facilities and services, and direct guests to destinations.

Clerical

• Complete computer data entry tasks in AkitaBox, Google Sheets, Workday and other software applications
• Maintains records and inventory counts

Safety and Security

• Learns and follows the Standard Response Protocol (SRP) and offers event staff and guests guidance how to use the SRP in event of an emergency
• Address, report, and document any guest conduct problems, injuries, or incidents. Report any inappropriate guest behavior to the on-site camp/conference group's contact, Area Director on-duty, CCGS management, and/or Campus Safety.
• Assist with Law enforcement agencies when necessary and within Lewis & Clark emergency response procedures.
• Participate in on-call duty rotation. The on-call staff member is accessible to guests 24/7 via mobile phone and is the first point of contact for after-hours issues.
• Be aware of guest activities in residential buildings to ensure guest and facility safety.
• Maintain the confidentiality of records as stipulated by FERPA (Family Educational Rights and Privacy Act).

Staff Relations and Staff Development

• Participate in all training sessions as scheduled by CCGS management.
• Develop positive working relationships with the CCGS management and other Lewis & Clark staff. Function as a team player with Operations staff.
• Treat all staff members, other department staff, and clients with courtesy, respect, and consideration.

Performs other duties as assigned.
Working Conditions
The GSA position involves primarily indoor work, with occasional outdoor work.
Frequently, GSAs will:

• Climb several sets of stairs within a single day.
• Lower the bed height from a lofted position.
• Lift linen packs onto beds and carry them up and down stairs.
• Make several beds within a single day.
• Strip beds of linen and carry bags of dirty linen to the laundry services pick-up site.
• Respond to night time customer service calls.
• Conduct guest room inspections which involve bending, pulling open drawers, and moving furniture pieces.
• Sit or stand for one to two hours at a time.

Occasionally, GSAs will:

• Push full carts of linen.
• Move bedroom furniture, lounge furniture, tables, and chairs.
• Carry luggage, packages, and pull a wagon with camp/conference materials.

RESPONSIBILITY TOWARDS DIVERSITY:
The Office of Conferences and Events commits to inclusive excellence by advancing equity and diversity in all that we do. We encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQIA+ community members, and others who demonstrate the ability to help us achieve our vision of a diverse and inclusive team.
This position is designated as a critical or security-sensitive position; therefore, the incumbent must successfully complete a criminal history check and be determined to be position qualified.
SCHEDULE:
It is routinely a night and weekend role. Given the weekly work schedule, it is not possible for GSAs to take extended summer vacations, hold secondary jobs, or attend summer classes.

• Because of the nature of event and venue management operations, this job does not necessarily follow a Monday - Friday work schedule. Shifts vary, especially when on-duty. GSAs are required to work some evenings and weekends.
• Spring: All applicants hired for the position will be required to attend all training sessions on May 20-24, and May 28-31, 2024
• Summer: June 1 - August 14, 2024, including weekend and holiday shifts. Depending on the needs of summer groups, additional work may be available through August 31, 2024.
• GSAs are expected to work 30+ hours each week. Must be able to work Monday, 5/20/24 through Wednesday, 8/14/24, including weekend and holiday shifts.
• While on-duty, GSAs are required to remain on-campus and to quickly respond to clients and guests.

RATE OF PAY:

• Spring: $15.45/hour
• Summer: Hourly rate changes July 1, 2024 in accordance with Oregon State minimum wage requirements

Benefits include:

• Room in a conference hall, beginning Monday, May 20, 2024 and ending at the end of employment
• One meal per day when Residential Groups are using the Fields Dining Room (available approx. Monday, June 17 - Friday, August 9, 2024)

WORK STUDY REQUIREMENT:

• None

Lewis & Clark College adheres to a nondiscriminatory policy with respect to educational programs, activities, employment, and admission. We do not discriminate on the basis of actual or perceived race, color, sex, religion, age, marital status, national origin, the presence of any physical or sensory disability, veteran status, sexual orientation, gender identity, gender expression, or any other basis prohibited by applicable federal, state, and local laws. The Associate Vice President of Human Resources has been designated to handle inquiries regarding employment- and disability-related non-discrimination policies. Title IX inquiries may be directed to the Title IX coordinator or deputy Title IX coordinators.
(https://www.lclark.edu/about/title_ix_compliance)
Reasonable Accommodation
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.
Eligibility to Work
In order to comply with US Homeland Security Department regulations, all employees must complete an I-9 form in Workday prior to or no later than the first day of work and bring originals (no photocopies) of their supporting documentation to Human Resources no later than the 3rd business day of employment. Failure to have a completed I-9 form on file with the College will result in immediate termination of employment.