Residential Guest Services Manager

University of Wisconsin Milwaukee•Milwaukee, WI

5d•$54,000

About The Position

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 manage ment 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.

Requirements

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 .

Nice To Haves

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.

Responsibilities

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.
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.
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.
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.