• Job Type: Officer of Administration
• Regular/Temporary: Regular
• Hours Per Week: 35
• Salary Range: $80,000 - $82,400

Position Summary

Reporting to the Assistant Director, Guest Services, the Associate Manager, Guest Services is responsible for oversight of the day-to-day operations related to critical and central services in response to student residents as well as other parts of Columbia Housing. The position involves overseeing the Hospitality Desk in Hartley Hall which operates 24 hours a day, 7 days a week, 365 days a year. The Hospitality Desk staff ensure 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 enhance the delivery of superior housing services to students and guests. The incumbent will participate in policy formulation and implementation of procedures related to communication and guest services at the Hospitality Desk. The Associate Manager will work closely with counterparts in Residential Life, Undergraduate Residential Operations, Public Safety, Facilities, University Event Management, Student Affairs, and a variety of building tenants.

Responsibilities

• Oversees the Hartley Hospitality Desk, utilizing a combination of software, including but not limited to StarRez, Persona Online, Persona Offline, Maximo, and Lenel
• Supervises work activities of the Assistant Managers, bargaining unit Guest Service Representative staff, Casuals, and Student Workers on assigned shift, with an emphasis on excellent customer service, and staff development. Expected to present a consistent and professional image and set a high standard for Customer Service among all Hospitality Desk employees. Responsible for all special services provided by the Hospitality Desk
• Monitors cleanliness and audit of public building areas. Process requests into Facilities work ticket database system and follow-up on outstanding issues
• Acts as the primary point of contact for all residents, administrators and Columbia non-affiliates. Interacts with other campus departments to ensure full guest services, particularly with Residential Life, Undergraduate Residential Operations, and other related University partners. Diplomatically and effectively answer questions and resolves guest issue/problems
• In the absence of the Assistant Director, Guest Services, this position is responsible for making decisions and serve as the departmental liaison with Facilities and Public Safety to address and resolve maintenance, custodial, safety, and housing related issues, particularly on weekends, evenings, and overnight shifts. Acts as the counterpart to the Assistant Director, Guest Services when necessary
• Collaborates with the Assistant Director, Guest Services, to develop a training guide for reference material to enhance administrative and operational effectiveness of the Hospitality Desk. Develops standards and maintains continuous training programs for the Hospitality Desk Staff. Analyze needs and make recommendations to leadership for operational effectiveness and innovation
• Maintains a series of analytics and updates reports in order to track progress and data points for residential buildings and their amenities
• Under the direction of the Assistant Director, Guest Services, helps identify projects for annual refresh program and/or inclusion in the Department's long-range capital plan
• Responds to emergency situations which may occur during evenings, overnight and on weekends shifts. Utilize critical-thinking skills to analyze, and problem-resolve complex issues as necessary and assume leadership in the absence of the Assistant Director
• Manages special projects, continuous improvements, and other duties as assigned

Minimum Qualifications

• Bachelor's degree and/or its equivalent required.
• Minimum two to four years related experience required.
• Demonstrated supervisory skills, ability for independent decision-making, and sound judgement.
• Must be organized and detail oriented with solid critical-thinking and problem-solving skill.s
• Demonstrated ability in guest relations with the ability to deal with constant customer interaction both in person and on the telephone as well as a proven record in working effectively with various constituencies.
• 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. A writing sample may be required.
• Must be computer literate and proficient in Word and Excel with demonstrated ability to learn new systems.
• Required to work a variety of shifts on a 24/7 schedule including evenings, overnights, weekends, and holidays in addition to being on-call as needed and covering as needed for peak periods such as Check-in/Check-out, vacation, sick leave, gaps in coverage and in response to urgent or emergency related scenarios.