Associate Director of Scheduling & Event Services (Student Affairs)

Johns Hopkins University•Baltimore, MD

21d•Hybrid

About The Position

Scheduling & Event Services (SES) at Johns Hopkins University on the Homewood Campus offers year-round space reservations, professional meeting services, and a comprehensive on-campus conference residential experience during the summer. The primary mission of Scheduling & Event Services is to provide a safe, professional, and service-oriented environment for the campus community and guests to participate in successful meetings, conferences, camps, and various programs. The department hosts over 6,000 events yearly with over 200,000 guests from internal and external organizations hosted year-round, including the summer, which offers a unique on-campus living experience showcasing Johns Hopkins University campus and services. We are seeking an Associate Director of Scheduling & Event Services who will report to the Director of Scheduling & Event Services and will be responsible for the overall centralized scheduling process and for event services and logistics provided on the Homewood Campus through Scheduling & Event Services (SES).

Requirements

Master’s Degree required in Hospitality, Business or related field.
Four years related experience required. Experience should include supervisory experience.
Additional education may substitute for required experience, and additional related experience may substitute for required education beyond a high school diploma/graduation equivalent, to the extent permitted by the JHU equivalency formula.
Computer skills, including adaptability to conference programming software and presentation technology.
Strong leadership and strategic planning.
Knowledge of hospitality and event management Industry, principles and best practices.
Demonstrated interpersonal, organizational, and problem-solving skills, as well as excellent verbal and written communication skills, are required.
Ability to establish effective working relationships with diverse populations of guests.
Well-developed administrative and management skills.

Nice To Haves

Successful experience in event planning, customer service, and working in a collegiate environment preferred.
Knowledge and experience working with students is preferred.

Responsibilities

Oversee and supervise five full-time professional staff: one Assistant Director, two Event Coordinators, and two Campus Schedulers.
Develop and maintain staff development plans for staff.
Responsible for developing, maintaining, and submitting yearly budget expenses needed to appropriately support and fund the operation and initiatives for the scheduling and services team.
Assist the Director in establishing departmental goals and priorities to align with division and university goals and mission.
Serve on senior leadership team for (SES) along with the Dean of Students team, serving on a broad range of university wide visioning, leadership, and aspiration committees.
Develop and ensure a high-level customer service culture and experience plan for all events scheduled and coordinated on campus through SES.
Responsible for all service aspects for events including guest satisfaction surveys, tracking results and feedback used to improve services and recognized successes, addressing problems and issues, customer complaints, maintaining efficient processes and procedures to deliver quality customer service.
Lead staff through the onboarding of a new software and the transition to opening a new Student Center to ensure system and processes align to create a seamless end-user experience for space reservations and services needed.
Serve as liaison to off-campus vendors building relationships, establishing service standards, pricing, protocol and delivery of services.
Develop initiatives to help staff build stronger and more meaningful engagement with the students we support.
Maintain and develop strong relationships with campus partners to support the (SES) team and the events we serve.
Assist the director on implementing best practices, benchmarking, and assessment for staffing, operations, and services.
Work on building key initiatives needed to support staff, clients, and events, such as developing better Disability Services resources for facilities and events, sustainability to partner in developing new and upcoming trends around events, reducing waste, hybrid event support, etc.
Work with the (SES) team to design new ways to educate users around key planning issues.
Serve on larger planning meetings as the department liaison for institution-wide events (i.e., Family Weekend, Alumni Weekend, Commencement, Orientation, etc.)
Conduct walk-through and logistics meetings as needed.
Develop, implement, and maintain all processes used for scheduling and events are current, efficient, and as seamless as possible for the end users, but also for staff on the back end.
Address and confront broad issues and concerns with clients regarding service deficiencies.
Be present on-site for key events to assist and support staff when needed.
Create and maintain an emergency protocol working group to plan, document, and execute emergency procedures in the event of a major catastrophe during an event.
Assist with the process of interviews and hiring of non-exempt office staff.
Develop standard operating procedures for events in the spaces we coordinate across campus.
Develop and ensure website content for the area is continuously updated, changed, edited, and stays current for the area.
Step in during the absence of the Director and manage and maintain the overall operations and staffing.
Special projects and initiatives as assigned.