Review and respond promptly to Guest Rooms and Residence emails and voicemails received by West Side YMCA. Keep these email boxes well-organized. Answer incoming phone calls on these lines during business hours. Responsiveness to communications is essential.

Enter data into YMCA computer systems as appropriate. This includes reservation, payment, and reservation confirmation information that must be uploaded to third-party computer systems. 

Answer guest questions and provide requested documentation via email, such as reservation confirmations and payment receipts. 

Review and respond to Guest Rooms and Residence questions, comments, and reviews received through various web portals and social media accounts (such as booking websites, Instagram, etc.). Monitor online Guest Rooms and Residence reviews and feedback and report important trends to the Guest Rooms and Residence Director.

Process Guest Rooms and Residence payments when required.

Escalate complex inquiries to appropriate Guest Rooms and Residence leadership staff as needed.

As needed, assist the Guest Rooms and Residence team, including front desk staff, by looking up reservation information and correspondence with guests.

Assist the Guest Rooms and Residence team by helping to monitor reservations for accuracy and compliance with YMCA policies (length of stay, etc.).

Compile and run Guest Rooms and Residence reports as needed.

Assist with preparing forms, paperwork, and invoicing as needed by Guest Rooms and Residence leadership.

Attend Guest Rooms and Residence department meetings and take/prepare meeting notes if required. Attend other branch meetings as needed.

Work with the Guest Rooms and Residence Director as needed to maintain a current and accurate inventory of guest room supplies.

Comply with all business policies required for audit.

Maintain professionalism with an emphasis on customer service at all times.

Provides administrative assistance to other branch departments as requested.

Other duties as required.
 

High School Diploma with some college required. Associate’s degree or higher is preferred, especially in a field that emphasizes writing and communication.

One (1) to three (3) years of Administrative Assistant Experience. 

One (1) to three (3) years of experience as a Reservations Agent in a hotel, hostel, or similar business. Prior experience should emphasize written and oral skills; customer service experience is a big plus.

Knowledge of Microsoft Excel, Word, and PowerPoint is required. 

Experience using a hotel Property Management System is desirable. 

Bilingual (English/Spanish, speaking and writing) is highly preferred.

Must be available to work flexible hours, including day times, evenings, weekends, and/or holidays, as needed.