We have immediate openings for Associate Managers of Guest Services, Student Housing with one of our Higher Education clients in Northern Manhattan. The assignments will be long-term with an estimated end date of June 26, 2020. The schedule will be fulltime and may be between the hours of 8am and midnight, including weekend shifts and possible overnight shifts and holidays.
BASIC FUNCTIONS Reporting to the Assistant Director, Guest Services. The Associate Manager, Guest Services is responsible for ensuring the delivery of critical central services, both directly to student residents as well as other parts of Housing that are designed to accomplish the delivery of superior housing services to students. The Associate Manager audits work orders to ensure services are completed in a timely manner. The Associate Manager visits residence halls and conducts inspections of the common areas, ensures that all equipment is functioning, and spaces are clean. The Associate Manager must work closely with counterparts in Residential Life, Undergraduate Residential Operations, and other related University partners. This position requires overseeing the Hospitality Desk which operates 24 hours a day, 7 days a week, 365 days a year. The Hospitality Desk supports the delivery of services to 5,800 undergraduate students living in 37 residential buildings. The Associate Manager is responsible for identifying, creating and implementing solutions to improve communications and customer service at the Hospitality Desk that are designed to support the delivery of services to students and guests. The incumbent will participate in policy formulation and implementation of procedures related to the communication and guest services at the Hospitality Desk.
The Associate Manager must work closely with counterparts in Public Safety, Facilities, University Event Management, Student Affairs, and a variety of building tenants. The role requires being available nights, weekends, and possibly overnights.
CHARACTERISTIC DUTIES AND RESPONSIBILITIES • Oversees the Hospitality Desk, utilizing a combination of software, including but not limited to StarRez, Persona Online, Persona Offline, Maximo, and Lenel. (15%) FAMILIARITY WITH THE ABOVE LISTED SOFTWARE IS DESIRED BUT HAVING EXERIENCE USING SIMILAR FRONT DESK/ CONCIERGE SOFTWARE MAY BE ACCEPTABLE. • Responsible for all special services provided by the Hospitality Desk. Reviews services regularly and recommends new services to provide additional Customer Service to students, staff, and guests. (5%)
• Supervises work activities of the Assistant Managers, Desk Support Staff, Casuals, and Student Workers assigned to their shift with an emphasis on excellent customer service. Sets a high standard for Customer Service among all Hospitality Desk employees. Develops standards and maintains continuous training programs for the Hospitality Desk Staff. (15%)
• Under the direction of the Assistant Director, Guest Services helps identify projects for annual refresh program and/or inclusion in the Departments long-range capital plan. (5%) • In the absence of the Assistant Director, Guest Services acts as the departmental liaison with Facilities and Public Safety to address and resolve maintenance, custodial and security issues. He or she also acts as the counterpart to the Assistant Director, Guest Services. The highest-ranking officer has the ability to make decisions in the Assistant Directors absence. (5%)
• Collaborates with the Assistant Director, Guest Services, to develop a training guide for reference material to support organization of Hospitality Desk. Must be knowledgeable of all areas of Housing operations and the overall campus operations. (10%) • Expected to present a professional image when providing student and guest services. (5%) • Monitors cleanliness and order of public building areas. Enters requests into Facilities work ticket database system on a computer and follows up with outstanding issues. (10%) • Acts as the primary point of contact for all residents, administrators and non-campus affiliates. Diplomatically and effectively answer questions and resolves guest issue/problems (10%) • Maintains a series of analytics and updates reports in order to track progress and data points for residential buildings and their amenities. (5%) • Interacts with other campus departments to ensure full guest services, particularly with Residential Life, Undergraduate Residential Operations, and other related University partners. (5%) • Responds to emergency situations which may occur during evenings and on weekends assumes leadership responsibility when necessary. Works well under pressure and in difficult situations (5%) • Manages special projects, continuous improvements, and other duties as assigned. (5%) • Reports to the Assistant Director, Guest Services • Hires, trains, and supervises up to 4 Assistant Managers, Guest Services. RESPONSIBILITIES FOR BUDGET/ASSETS The Associate Manager is responsible for adhering to the budget established, including but not limited to labor costs.
MINIMUM REQUIREMENTS: • Bachelors degree and/or its equivalent required. • Minimum two to four years related experience required. • Demonstrated ability in guest relations, with a proven record in working effectively with various constituencies. • Must be organized and detail oriented. • A strong customer service attitude with the ability to deal with constant customer
interaction both in person and on the telephone is required. • Must be flexible to work evenings, weekends, and holidays. • Ability to manage high-volume workload and multitask while working as part of a team. • Excellent communication (verbal and written), and interpersonal skills are required. • Proficiency in Word and Excel is necessary.