Assistant Director of Guest Services

The Assistant Director of Guest Services & Housing Conduct provides leadership for the Housing & Residence Life student conduct process and oversees year-round guest housing and summer conference operations at the University of Tennessee at Chattanooga. This position supervises one full-time Resident Director and one residence hall during the academic year and provides operational supervision of 2–4 Resident Directors assigned to summer conference operations.

Primary Responsibilities:

Housing Conduct Administration

• Serve as a conduct hearing officer for Housing & Residence Life student cases.
• Train professional and student staff on conduct processes, documentation standards, conflict resolution, and relevant legal or policy updates.
• Manage the Maxient conduct database, including case tracking, auditing, assignment, and record accuracy.
• Generate monthly analytical reports on conduct trends, sanction completion, and Clery-related incidents; present recommendations to departmental leadership.
• Conduct regular reviews of incident reports with Resident Directors to identify behavioral trends and implement educational or operational responses.
• Develop and manage educational sanctions, conflict mediation practices, and restorative approaches used within Housing & Residence Life.
• Support ongoing development, revision, and assessment of conduct-related policies and procedures.
• Maintain compliance with federal and state mandates, including Clery Act CSA responsibilities.

Staff Supervision, Hiring and Training

• Supervise one Resident Director and one residence hall community during the academic year.
• Provide functional supervision for 2–4 Resident Directors assigned to summer conference housing.
• Assist with recruitment and selection processes for Resident Directors, Graduate Assistants, Resident Assistants, Desk Assistants, and Conference Assistants.
• Provide coaching, performance management, and evaluations for supervised staff.
• Maintain accurate personnel files, agreements, and performance documentation.
• Support the design and implementation of professional and student staff training throughout the year (July, August, January, and ongoing).
• Review and approve payroll for supervised professional and student staff.

Administrative Leadership & Crisis Response

• Participate in the departmental on-call rotation (nights, weekends, and holidays) and respond to crises affecting residential students.
• Serve as essential personnel during university closures or high-impact events as needed.
• Provide guidance to students and staff during emergencies and coordinate referrals to campus resources.
• Assist in developing and revising departmental publications, policies, training materials, and website content.
• Serve on departmental and university committees; lead projects as assigned.
• Utilize departmental administrative and software systems (StarRez, Maxient, Concur, Microsoft Office Suite, and others) to maintain accurate and timely records.
• Serve as Acting Associate Director when designated.
• Maintain responsibilities as a Title IX Responsible Employee and Clery Campus Security Authority.

Guest Services, Camps and Conference Housing

(Year-round planning with summer operational oversight)

• Lead the year-round planning, preparation, and coordination of conference housing, including January–May scheduling, logistics planning, group communication, and staff readiness.
• Oversee summer operations for conference housing, including check-in/check-out, building readiness, facility turnover, keys/access control, and customer service.
• Serve as the primary operational point of contact for internal and affiliated conference groups.
• Supervise summer RDs and Conference Assistants to support effective guest housing operations.
• Coordinate billing and financial reconciliation, including tracking approximately $500,000 in annual revenue.
• Maintain accurate records in conference management systems and support annual updates.
• Manage supply inventory and ordering for conference operations.
• Conduct ongoing assessment of conference housing processes and implement improvements.

Competencies/Qualifications

• Knowledge of or the ability to learn, department and university policies and procedures.
• Must have excellent ability to handle high-volume administrative tasks in a timely manner.
• The ability to work within a collaborative environment and with diverse populations.
• Ability to communicate effectively in both oral and written form.
• Ability to exercise sound judgment and think critically in making decisions.
• Knowledge of how learning occurs (Bloom's taxonomy, etc).
• Ability to diffuse and respond effectively to crisis situations as well as react quickly and calmly in emergency situations.
• Ability to train and supervise others.
• Ability to observe and detect unusual occurrences and policy violations.
• Ability to manage sensitive information.
• Knowledge of effective communication strategies and marketing practices and procedures.
• Advanced skills in computer/software design and setup is required.

Preferred knowledge, skills and abilities

• Knowledge of the tenets of a residential curriculum.
• Knowledge of student development theory and techniques.
• Knowledge of camps and conferences operations.
• Ability to network and create new contacts and connections for the camps and conferences program.

Review of applications will begin on January 20, 2026 and continue until the position is filled. Applications received by this date will receive priority consideration.

Minimum Qualifications: Bachelor's Degree, 3 to 5 years of full-time experience in Housing & Residence Life, Student Affairs, Business, Communication, Event Planning or related field experience. Must have supervisory experience.

Preferred Qualifications: Master's Degree