Assistant Director, Program Residential Services

Stanford University•Stanford, CA

31d•Onsite

About The Position

Stanford's Graduate School of Business (GSB) has built a global reputation based on its immersive and innovative management programs. We provide students a transformative leadership experience, pushing the boundaries of knowledge with faculty research, and offering a portfolio of entrepreneurial and non-degree programs that deliver global impact. We invite you to be part of our mission of developing innovative, principled, and insightful leaders who change lives, change organizations, and change the world. The Facilities and Hospitality Department of the Stanford Graduate School of Business seeks an Assistant Director of Program Residential Services. Reporting to the Director of Hospitality Services and working collaboratively with the Assistant Director of Student Residential Services, this position serves as the primary point of contact for all GSB program and overnight guest needs, including Executive Education programs, Stanford University conferences, and other university-affiliated guests. The GSB Residences comprise the Schwab Residential Center, which opened in 1997, and Jack McDonald Hall, which opened in 2016 with roughly 480 beds. In this role, you will have the opportunity to make a difference in the day-to-day lives of GSB executives and students as you refine the GSB living and learning environment. If you are a service-oriented, optimistic leader, this role is for you.

Requirements

A combination of education, training, and experience performing responsibilities similar to those listed above.
Ability to manage a diverse team of staff and contingent labor, holding them to deadlines and the highest quality output.
Demonstrated experience tracking metrics and analyzing data.
Attention to detail and deadlines; well organized; ability to prioritize and manage complex workflows.
Excellent communication, time management, and hospitality skills. Ability to cultivate partnerships with a broad spectrum of groups and rapport with executives.
Ability to accomplish goals working through formal and informal channels, with diplomacy and tactfulness.
Sound judgment and innovative and creative problem-solving skills.
Ability to interact and successfully collaborate.
Demonstrated experience analyzing, interpreting, and communicating policies.
This position is fully onsite and requires regular in-person presence during standard business hours. It is not a live-in role.
Workdays are Sunday through Thursday. Requires 24-hour response availability seven days per week for emergency situations.

Nice To Haves

Prior customer service and hospitality experience

Responsibilities

Serve as the primary contact for all GSB Residences programs and guest needs. Represent the GSB Residences in Executive Education planning meetings and oversee the logistics for GSB and Stanford program guest accommodations.
Lead all aspects of residential accommodations for year-round GSB Executive Education programs, Stanford University conferences, and overnight guests staying at the GSB Residences.
Collaborate internally with the GSB Facilities Operations and Event Operations teams, along with GSB Executive Education and various Stanford University departments and programs to provide hospitality that reflects Stanford University's excellence.
Resolve complex guest and client issues, including special needs and requests for programs and guests, with an emphasis on customer experience.
In partnership with the Assistant Director of Student Residential Services, oversee and manage staff responsible for 24/7 hospitality operations. Hire, mentor, and evaluate the performance of five direct reports and summer temporary staff. Identify training needs and create relevant training as needed.
Manage daily activities, including scheduling and assigning work to staff, leading and guiding workers in completing tasks, and monitoring the progress of work and projects.
Evaluate, modify, and implement new procedures as needed for guest reservations, guest check-in and check-out, data collection and analysis, reservation software, daily operations, and guest services.
Conduct room analysis to maximize occupancy and boost overall revenues for the GSB Residences.
Make modifications to room inventory based on operational needs and seasonality index.
Manage and audit program and guest billing to ensure precise accounting. Monitor metrics related to guest occupancy and revenue.

Benefits

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.
At Stanford University, base pay represents only one aspect of the comprehensive rewards package. The Cardinal at Work website (https://cardinalatwork.stanford.edu/benefits-rewards) provides detailed information on Stanford's extensive range of benefits and rewards offered to employees. Specifics about the rewards package for this position may be discussed during the hiring process.
Freedom to grow. Take advantage of career development programs, tuition reimbursement, or audit a course. Join a TedTalk, film screening, or listen to a renowned author or leader discuss global issues.
A caring culture. We understand the importance of your personal and family time and provide you access to wellness programs, child-care resources, parent education and consultation, elder care and caregiving support.
A healthier you. We make wellness a priority by providing access to world-class exercise facilities. Climb our rock wall, or participate in one of hundreds of health or fitness classes.
Discovery and fun. Visit campus gardens, trails, and museums.
Enviable resources. We offer free commuter programs and ridesharing incentives. Enjoy discounts for computers, cell phones, recreation, travel, entertainment, and more!

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