Guest Service Manager

Residential & Dining Enterprises, Stanford, California, United States

Administration

Post Date Aug 08, 2024

Requisition # 104181

Anticipated Shift:

Sunday – Thursday, 2:00PM – 11:00PM

ABOUT STANFORD UNIVERSITY AND RESIDENTIAL & DINING ENTERPRISES:

Stanford University, located between San Francisco and San Jose in the heart of California's Silicon Valley, is one of the world's leading teaching and research universities. Since its opening in 1891, Stanford has been dedicated to finding solutions to big challenges and to preparing students for leadership in a complex world.

Residential & Dining Enterprises (R&DE), the largest auxiliary organization at Stanford University, supports the academic mission of the University by providing high-quality services to students and other members of the university community. The department has an annual operating budget of over $350M, operates 24/7/365, and oversees a $3B asset portfolio comprising a 7 million sq. ft. physical plant across the campus. In autumn quarter of the 2021-22 academic year, R&DE will return to providing housing for over 13,000 students and dependents, serving meals at 17 dining halls, 12 retail locations, and operating athletic concessions and conference operations. Additionally, R&DE comprises 900 FTE staff in the following divisions: Student Housing Operations, Stanford Dining, Stanford Hospitality & Auxiliaries, Stanford Conferences, Maintenance Operations and Capital Projects, and a team of R&DE strategic business partners: Finance & Administration, Information Technology, Human Resources, and Strategic Communications.

“Students (Customers) First” is the mantra of R&DE and our strategic goals reflect our commitment to delivering quality and excellence to our constituents every day. In R&DE, “Excellence is defined by aligning our strategic goals and performance with our vision.”

Fully On-Site:

This role is designated as essential and requires incumbents to report to work onsite. Telecommuting is not available for this role.

JOB PURPOSE:

The Guest Service Manager leads a group of customer service representatives who provide and maintain the highest level of service to the customer using judgment and discretion.

C ORE DUTIES*:

• Supervise the day-to-day operations of the unit, leading and mentoring staff. Provide orientation and training to lower-level representatives.

• Provide input in hiring decisions and performance of workgroup.

• Act independently to determine methods and procedures on new assignments.

• Serve as a subject matter expert for the unit Participate with other departments and represent the unit as needed.

• Process non-standard requests, initiate appropriate documentation and notify other departments and/or coordinate with outside agencies as needed.

• Handle the highest level of escalated and unresolved calls.

• Administer and educate others on the supported program, providing accurate information and updates to policies and procedures, improving overall customer satisfaction in the process.

• Determine whether disputed issues have been handled appropriately through substantial knowledge of internal policies and procedures.

• Work closely with others in department to identify and correct problems and make recommendations to remedy problems.

• Keep track of correspondence and interactions with customer using a customer relationship management tool.

• May represent Stanford at public events, such as fairs, athletic events and registrations, greet and serve as a resource on unit and general inquiries

• Serve as after-hours additional hotel point of contact for group leaders.

• Work with the Sales Manager to resolve any no-shows, late cancellations, or penalty fees.

* - Other duties may also be assigned

Qualifications - External

MINIMUM REQUIREMENTS:

Education & Experience:

Bachelor’s Degree and four years of relevant experience or combination of education and relevant experience.

Knowledge, Skills and Abilities:

• Demonstrate ability to effectively coordinate and provide oversight to a diverse work staff.

• Demonstrates excellent problem solving and decision-making skills to effectively solve and respond to complicated requests.

• Demonstrates leadership traits including effective communication, supervisory skills, and the ability to manage workflow.

• Excellent customer service experience and a proven ability to meet performance standards.

• Ability to communicate effectively in English both verbally and in writing with individuals and groups of diverse backgrounds

• Ability to work independently and as a member of a team.

• Excellent attention to detail and accuracy.

• Able to use authority, knowledge and judgment to effectively respond to complicated requests.

• Ability to multitask.

• Ability to learn policies and procedures and correctly provide that information to customers and use information to make sound decisions.

• Strong computer skills such as Microsoft Office (Outlook, Word, Excel, and PowerPoint).

Certifications and Licenses:

Valid California non-commercial class drivers’ license.

PHYSICAL REQUIREMENTS*:

• Frequently stand/walk, sit, perform desk-based computer tasks, use a telephone, and grasp lightly/fine manipulation.

• Occasionally twist/bend/stoop/squat, reach/work above shoulders, grasp forcefully, lift/carry/push/pull objects that weigh up to 20 pounds, writing by hand, sort/file paperwork.

• Rarely kneel/crawl.

* - Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.

WORKING CONDITIONS:

• Varied shifts required, including evenings and weekends.

• May work extended hours.

WORK STANDARDS:

• Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.

• Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.

• Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University’s Administrative Guide, http://adminguide.stanford.edu.

The expected pay range for this position is $60,000 to $66,000 per annum.

Stanford University provides pay ranges representing its good faith estimate of what the university reasonably expects to pay for a position. The pay offered to a selected candidate will be determined based on factors such as (but not limited to) the scope and responsibilities of the position, the qualifications of the selected candidate, departmental budget availability, internal equity, geographic location and external market pay for comparable jobs.

Why Stanford is for You:

Imagine a world without search engines or social platforms. Consider lives saved through first-ever organ transplants and research to cure illnesses. Stanford University has revolutionized the way we live and enriches the world. Supporting this mission is our diverse and dedicated 17,000 staff. We seek talent driven to impact the future of our legacy. Our culture and unique perks empower you with:

· Freedom to grow. We offer career development programs, tuition reimbursement, or course auditing. Join a TedTalk, film screening, or listen to a renowned author or global leader speak.

· A caring culture. We provide superb retirement plans, generous time-off, and family care resources.

· A healthier you. Climb our rock wall or choose from hundreds of health or fitness classes at our world-class exercise facilities. We also provide excellent health care benefits.

· Discovery and fun. Stroll through historic sculptures, trails, and museums.

· Enviable resources. Enjoy free commuter programs, ridesharing incentives, discounts and more

The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.

Consistent with its obligations under the law, the university will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.

Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.

Additional Information

• Schedule: Full-time

• Job Code: 4624

• Employee Status: Regular

• Grade: F

• Requisition ID: 104181

• Work Arrangement : On Site