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Guest Services Agent (GSA)

Posting Details

Posting Details

Posting Number STU -2010866


Job Title Guest Services Agent (GSA)
Department: Conferences and Events
Position is: On Campus
Location Details: Residential areas and meeting venues on the Undergraduate Campus
Is a work study award required for this position? Not required
Pay Rate: Hourly wage depending on experience (DOE). Benefits include single room in Holmes Hall and select meals when conferences are staying on campus
Pay Type: Hourly
Number of positions available: 7-8


Job Summary:

Help Us Present Lewis & Clark to Our Summer Guests!
Lewis & Clark is an active place in the summer. We will welcome over a thousand guests participating in adult conferences and youth camps from the end of May – August, and we’re seeking students (currently enrolled at Lewis & Clark) who are passionate about providing an excellent customer experience, and excited to share Lewis & Clark with our summer guests. Every day presents new challenges and the chance to collaborate with others. If you are like us, you’ll love every minute of it.

Share Your Passion for Lewis & Clark
The GSA staff provide front-line and back-of-the-house services for conference and youth camp guests, serving with Lewis & Clark’s team of professional staff and suppliers to ensure guests experience excellent customer care and have a comfortable, enjoyable stay. We’re looking for smart, engaging, supportive, and dynamic people who love Lewis & Clark.

Here’s an Opportunity to do Work This Summer That is Important.
The GSA staff members will deepen their knowledge of the hospitality and conference management business, learning about several job areas within the conference and youth camp operation, and have a key role in ensuring guests have an enjoyable stay at Lewis & Clark.

This position requires excellent customer service skills, written and oral communication skills, interpersonal skills, good judgment, motivation, initiative, self-discipline, energy, commitment to a job-well-done, attention-to-detail, a caring and “can do” attitude, common sense, and the desire to show guests what’s great about Lewis & Clark. Overall effectiveness in the position is tied to the ability to establish and maintain credibility and good rapport with conference guests and fellow staff members.

Here is an example of the various tasks that Guest Services Agent staff will be responsible for accomplishing throughout the summer:

Front-of-the-house duties will include:
• Welcoming guests to Lewis & Clark at various front desk locations, performing duties of a hospitality desk attendant (for instance registration check-in and check-out service, issuing housing supplies, handing out documents or forms related to the summer conferences and camps operation)
• Providing general information about Lewis & Clark, visitor information about Portland, giving directions and helping orient guests to campus, referring guests to immediate medical care when necessary
• Providing guests assistance with maintenance or repair needs in the residence halls
• Informing guests about Lewis & Clark safety and emergency procedures
• Conducting nightly rounds inside and outside the residential buildings
• Interacting daily with the conference and youth camp staff to monitor their on-campus experience, responding to questions, and helping meet their needs or communicating their needs to supervisors
• Addressing and documenting guest experiences in a daily duty-log
• Other duties as assigned

Back-of-the-house duties will include:
• Preparing for guest arrivals (setting up all the residence hall/apartment rooms and lounge areas, verifying full complement of room and lounge furniture is in place, making sure signage is posted, etc.)
• Ensuring accommodations are clean and comfortable after Housekeeping has finished cleaning the housing areas
• Transporting linen from storage areas to residence halls/apartments
• Preparing over 1,000 beds with bed linens and over 1,000 welcome material packets and placing them in bedrooms
• Setting up or cleaning up meeting venues when directed
• Conducting pre-conference/camp and post-conference/camp building walk-throughs to ensure venues are set-up correctly and returned clean and ready for use
• Submitting work orders to Facilities Services
• Managing various inventories for conferences and youth camps (bed linens, room keys, conference welcome packet materials, signage, etc.) , maintaining clean and organized linen storage areas and room key storage, verifying delivery and return of linens and keys
• Carrying an on-call duty phone and being on-campus when on-duty
• Providing unlock and lock-up service for guests, and as requested by Campus Safety personnel
• Recording accurate, detailed information in duty logs to update supervisor, Housekeeping, and Conferences and Events staff each day
• Communicating in-person and via electronically with fellow Lewis & Clark staff, and with conference/camp guests
• Participating in all training and weekly planning meetings led by Conferences and Events staff, staying abreast of the schedule of conference and camp activities
• As time permits, providing assistance to Conference and Events staff on special events, and/or assisting Facilities Services personnel on projects
• Other duties as assigned

Organizational Structure
GSA staff members will report to the Assistant Director of Conferences and Events. Staff will interact with all members of Lewis & Clark involved with summer conference and youth camp business operations including Athletics, Bon Appétit Dining, Campus Living – Housing, Campus Safety, Conferences and Events, Facilities Services, Skyline Housekeeping, and other College stakeholders.

Physical Demands
The Guest Services Agents must be capable of:
• Quickly walking to Lewis & Clark venues across the Undergraduate Campus
• Lifting or otherwise carrying 40 pounds
• Walking up/down flights of stairs
• Sitting for long durations
• Typing on a computer keyboard, smart phone, or on an tablet device (for instance an Apple iPad)
• Talking on the phone or talking to walk-up guests while quickly retrieving information on the computer and communicating the information to guests
• Reading information on a computer screen
• Be familiar with safety and emergency procedures, be able to locate fire equipment quickly and operate it

Business Professionalism Required
• As a staff member, the Guest Services Agent represents Lewis & Clark College. The Guest Services Agent is expected to model appropriate professional behavior with work colleagues, students, faculty, staff, alumni, student employees, and the general public that comes in contact with the Office of Conferences and Events
• The Guest Services Agent is expected to establish and maintain professional boundaries with fellow Lewis & Clark professional staff and students, ensuring the Guest Services Agent’s behavior is beyond reproach (this includes topics of conversation or behavior when socializing together during office hours, after office hours, and socializing through various modes of communication)
• The Guest Services Agent is expected to:
Act ethically, with integrity, and honesty; Maintain focus on being of service to others; Show kindness and consideration towards others; Maintain a positive, cheerful disposition and to be a quiet, calm presence in the workplace in order to maintain a professional decorum; Take into consideration many points of view before making important decisions; Interact with others using a balanced, fair, well-mannered approach
• Relaxed Business or Business Casual attire is required. Clothing items worn must be appropriate for working at an office desk as well as working at indoor/outdoor locations with a variety of administrators, faculty, staff, students, alumni and visitors to Lewis & Clark.


• Student must be a currently enrolled and registered for Lewis & Clark classes in the 2018-19 academic year
• Must be able to meet the employment start and end dates: Monday, May 21 (GSA supervisor starts 5/16/18) – Tuesday, August 14, 2018. Given the work schedule, it is not possible for Guest Services Agents to take extended vacations, or to hold regularly scheduled secondary employment, or attend summer classes

• Proven customer service experience
• Excellent oral communication, hospitality, and reception skills
• Service-oriented, flexible, courteous, sense of humor, positive attitude, with the ability to work quickly and efficiently
• Familiar with Lewis & Clark Undergraduate Campus facilities, including the residence halls
• Be a current Lewis & Clark undergraduate student
• Ability to pass background check
• Demonstrated experience handling cash and balance transactions
• Sound knowledge of Google applications, Microsoft Office applications (Excel, Word)

• Valid Driver’s License and ability to pass Lewis & Clark’s driver requirements
• Experience working in the hotel environment
• Experience living in Lewis & Clark’s campus housing
• Experience working as a Lewis & Clark resident assistant
• Ability to speak conversational Spanish

Experience/Skills Gained:

Working collaboratively with fellow Guest Services Agents, Lewis & Clark professional staff, and service vendors, GSA staff will learn about:
• The business of running a hospitality and guest services operation on a college campus
• Working on a team
• Business communication skills
• Meeting business operation goals and expectations
• Prioritizing daily tasks
• Managing work time with minimal supervision
• Providing customer service to diverse guests

Work Schedule Summary:

• This is an on-call, paraprofessional position. Guest Service Agents (GSAs) will be required to work 30 hours or more each week. Given the work schedule, it is not possible for GsAs to take extended vacations, or to hold regularly scheduled secondary employment, or attend summer classes
• GSAs will be required to reside on campus in assigned residence hall(s) throughout employment, except as requested by the Assistant Director of Conferences and Events
GSA staff will be required to remain on-campus and be available to quickly respond to guests when on-duty
• Because of the nature of hospitality and conference management business, this job does not necessarily follow a Monday – Friday work schedule. The position may require evening and weekend work, staffing events, and may include working holidays. If you are required to work a weekend shift that extends beyond the 30 hour (minimum) work week, you may be compensated a day off during the upcoming week

Open Date: 02/28/2018
Close Date: 03/21/2018
Indefinite close No
Projected Start Date: 05/21/2018

Additional Applicant Documents:

Required Documents
  1. Cover Letter
  2. Letter of Reference
  3. Resume
Optional Documents

Posting Specific Questions

Required fields are indicated with an asterisk (*).

  1. * How did you hear about this employment opportunity?
    • No Response
    • Diversity Jobs
    • Higher Ed Jobs
    • Higher Education Recruitment Consortium (HERC)
    • Oregon Employment Department
    • Partners in Diversity
    • Washington Employment Department
    • Mac's List
    • Inside Higher Ed
    • The Chronicle of Higher Education
    • Career Fair
    • Indeed
    • Other (please specify below)
  2. * Why are you considering this position?

    (Open Ended Question)

  3. * Define “hospitality” and how you will convey your definition of hospitality in the work place.

    (Open Ended Question)

  4. * What experience have you had that might be beneficial to this position?

    (Open Ended Question)

  5. * Have you made any summer plans that might interfere with your performance in this position?

    (Open Ended Question)

  6. * What personal characteristics do you possess that would serve you well in this position?

    (Open Ended Question)

  7. * Are you willing to work on Saturdays and Sundays?

    (Open Ended Question)

  8. * Do you have a valid driver's license?
    • No Response
    • Yes
    • No
  9. * If offered this position, what will you do to help build and maintain a hard-working,high-functioning, successful GSA team?

    (Open Ended Question)