Residential Guest Services Manager

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Position Title:
Residential Guest Services Manager

Job Category:
Academic Staff

Employment Type:
Regular

Job Profile:
Housing Coordinator II

Job Duties:

The University Housing Residential Guest Services Manager is a 12-month mid-level management position responsible for the overall operational management of the University Housing Residential Guest Services (RGS). The Residential Guest Services program includes conferences, intern center, guest housing and short-stay programs. This role is responsible for managing, developing and sustaining the guest services business operations to aid in the growth of revenue generation for University Housing. This position is responsible for management of all aspects related to non-UWM student contracting process, for both individuals and groups. This role ensures compliance with FERPA, UWS 136, minor protection policies and PCI compliance.

The Residential Guest Services Manager will also oversee the planning, preparation, and coordination of contracts, room assignments, and other support services for the residential guest programs.

The University Housing Residential Guest Services Manager also selects, trains, supervises, and evaluates student staff who support the functions of the Residential Guest Services programs.

Major Responsibilities:

55% - Residential Guest Services

• Responsible for the management of the residential guest service program, which includes conferences, intern center, guest housing and short-stay programs, utilizing UWM University Housing facilities.

• Manage the external sales, contracting, booking processes and invoicing processes, with a growth-minded focus.

• Implement the marketing plan to increase annual RGS revenue.

• Coordinate and collaborate with University Housing and campus stakeholders in the use of all housing facilities for residential guest programs.

• Responsible for the management of guest service amenities and consumables (e.g. linens, kitchenware, toiletries, etc.).

• Ensure compliance related to the "Protection of Minors" process for UWM/University Housing to ensure safety for residents and guests under the age of 18.

• Manage and monitor the residential guest services operational budget, making budgetary recommendations and/or proposals to further efficiency and revenue growth efforts.

25% - Operational Management/Administration

• Responsible for database development and routine management, including process set up, evaluation, communications.

• Manage the development and maintenance of contract inquiry, contracting, and reservation methods utilizing current technology and software (StarRez, EMS Space Reservations System).

• Coordinate the development and revision of reports and dashboards to provide data transparency related to residential guest services operations across all housing units.

• Coordinates the development and revision of written standard operating procedures through collaboration with unit and departmental staff.

• Assess guest satisfaction of their interaction/stay. Ensure residential guest service standards are routinely evaluated and met.
• Directly supervise student staff to support administrative duties, customer support and front-of-house operations such as check-in/out of guests.

15% - Customer Service-Related Functions

• Provides leadership, support, consultation, instruction, education, and referral to guests, stakeholders, students and their families, staff and visiting faculty related University Housing contracting policies and procedures while upholding the Family Education Right to Privacy Act (FERPA) and PCI compliance.

• Supports business operations by providing office coverage during open office hours, answering phone and emails. Role may require evening and weekend work.

• Establish and train staff on administrative and customer service standards.

• Provides support to staff in resolving complex logistical and interpersonal issues related to living in University Housing facilities.

• Resolve non-routine concerns regarding housing issues.

5% - Additional Duties

• Provide leadership on departmental committee(s) and actively participate in housing large scale events.

• Responsible for completion of special projects and other assignments as assigned.

• Actively respond, as directed by Housing leadership, in the event of an emergency, assisting staff and residents on-site in instances of building or student emergencies.

Physical Requirements:

• Some lifting, no more than 15 pounds

Key Job Responsibilities:

• Strategizes, advises, and resolves complicated and sensitive housing-related issues, policy questions, requests, and appeals, including matters related to student resident disabilities and gender identity

• Analyzes data for housing assignments and develops solutions for student issues

• Leads divisional outreach efforts with prospective students and families, including the housing tour program

• May supervise student employees

• Advises internal and external stakeholders about housing units, contracts, and options

• Plans, directs, and implements housing initiatives and manages occupancy for all university terms

• Drafts, implements, and maintains annual contracts and memos with a variety of campus programs and academic departments

• Collaborates with campus groups and/or departments and maintains successful campus partnerships, while representing the interests of the division

Department: Student Affairs/University Housing

Compensation: Starting at $54,000.00

(Final salary offer will be determined based on qualifications and experience)

Required Qualifications:

• 2 years post bachelor's full-time work experience in university camps and conferences, university residential housing, hotel management, event planning, hospitality or other business auxiliary of a university or college.

• Previous experience in supervision of student and/or graduate level employees.

• Budget development and/or budget management experience.

• Technical skills (computer and database systems).

• Ability to work a flexible schedule, nights and weekends may be required.

Preferred Qualifications:

• Strong communication skills (interpersonal, written and verbal)

• Customer service experience with diverse populations

• One-year direct customer service experience.

• Demonstrated ability to build client relationships.

• One year using StarRez Software or similar.

• Demonstrated ability to assess and/or evaluate program standards.

• Demonstrated ability to solve complex issues.

• Direct higher education experience, with preference given to those with university housing experience.

How to Apply:

Interested applicants are required to apply online and provide:

1. Cover letter

2. Resume/CV that addresses your professional level work experience as it relates to all required and preferred qualifications.

Finalist candidate(s) being considered for hire will be required to provide three professional/supervisor references through an external reference checking tool. References will not be contacted prior to candidates being notified.

In instances where the Search and Screen Committee is unable to ascertain from the candidates' application materials whether they meet any of the qualifications, they may be evaluated as not meeting such qualifications.

Contact Information:

Gianna Pacioni

HR-Coordinator

gpacioni@uwm.edu

414-251-8522

Reasonable Accommodations
Pursuant to university policy, UWM provides reasonable accommodations to qualified individuals with disabilities who are employees or applicants for employment. Employment opportunities will not be denied because of the need to make reasonable accommodations for a qualified individual with a disability. If you need assistance or accommodation in applying because of a disability, please contact uwm-jobs@uwm.edu or 414-229-4463. This job announcement and other material on this site will be made available in alternate formats upon request to an individual with a disability.

Confidentiality of Applicant Materials
UWM is a State agency and subject to Wisconsin's Open Records Law. UWM will not, however, reveal the identities of applicants who request confidentiality in writing except as may be required by Wisconsin's Open Records law. In certain circumstances, the identities of "final candidates" and/or the identity of the appointed applicant must be revealed upon request.

CBC and Reference Check Policy
Employment will require a criminal background check. UWM takes the prevention of sexual misconduct seriously. As such, you and your references will be required to answer questions regarding any past findings of sexual violence and sexual harassment or any pending allegations of sexual violence or sexual harassment.

Annual Security and Fire Safety Report (Clery Act)
For the UWM Annual Security and Fire Safety Reports (i.e., Clery Report), which includes statistics about reported crimes and information about campus security policies, see http://www.cleryact.uwm.edu/, or call UWM's Dean of Students Office, Student Union 345 at (414) 229-4632 for a paper copy.

Employment Authorization
In compliance with federal law, all persons at the time of their start date will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

UW is an Equal Opportunity Employer
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, disability, status as a protected veteran, or any other bases protected by applicable federal or State law and UW System policies. We are committed to building a workforce that represents a variety of backgrounds, perspectives, and skills, and encourage all qualified individuals to apply.

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