Campus Information and Visitor Services Shift Lead

5 days ago

Reston, Virginia, United States Commonwealth of Virginia Full time
About the Position

The Office of University Branding is seeking a highly skilled and bilingual Shift Lead to provide leadership on the day-to-day operations of the Information Desk and Switchboard. As a Shift Lead, you will be responsible for managing Student Assistant and Team Leader staff, enforcing adherence to Campus Information and Visitor Services and Mason policies, and providing exceptional customer service to students, faculty, staff, and visitors.

Responsibilities
  • Provide leadership on the services and day-to-day operations of Campus Information and Visitor Services at a primarily assigned Campus Information and Visitor Services area on the Fairfax Campus.
  • Give guidance to Campus Information and Visitor Services Student Assistant and Team Lead staff at a primarily assigned Campus Information and Visitor Services Area on the Fairfax Campus.
  • Assist in the hiring, onboarding, scheduling, evaluating, disciplining, and termination of Campus Information and Visitor Services staff.
  • Provide direct training on day-to-day expectations, including customer service, resources, emergency procedures, and desk operations.
  • Communicate performance expectations and address concerns in a timely manner to Campus Information and Visitor Services staff.
  • Conduct bi-weekly 1:1 meetings with staff.
  • Lead monthly All-Staff meetings.
  • Ensure all hours of operation are staffed, including finding coverage when replacement staff is needed.
Requirements
  • Prior demonstrated leadership and/or workplace experience, including supervision of people, tasks, and/or projects.
  • Strong, fluent communication skills (both speaking and listening) in both Spanish and English.
  • Experience interacting with patrons in person and over the phone in a positive and professional manner.
  • An ability to work independently with integrity, including attention to detail, flexibility, and organization.
  • An ability to balance multiple priorities in a deadline-driven environment.
  • An ability to use Microsoft Word, Excel, and conduct research online.
Preferred Qualifications
  • Knowledge of George Mason University or other higher education institutions with a willingness to learn about the University, its resources, and services.
  • Experience interviewing, hiring, and onboarding new employees.
  • Experience delivering performance feedback (including but not limited to performance evaluations).
  • One year as a Student Assistant or Team Leader with Campus Information and Visitor Services.

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