Manager, Residential Desk Operations

University of Miami•Coral Gables, FL

About The Position

The Manager, Residential Desk Operations ensures that area desk operations across campus provide a consistent, high level of customer service. The position provides direction for residential area desk management, access management, residential customer service, Uprint management, and staff recruitment and training. The manager supervises student Desk Supervisors and Desk Assistants and maintains and implements policies and procedures to support a consistent campus-wide experience. The position reports to the Assistant Director of Residential Area Operations. The role oversees desk operations across the University of Miami’s residential communities, including recruitment, training, and evaluation of approximately 75 student employees. It addresses operational concerns, supports emergency response, coordinates with facilities and strategic capital planning, and assesses systems and practices to improve operational effectiveness and efficiency. The position may also provide administrative support to area operations and assist with other residential life administrative operations during peak periods. The role uses StarRez, Qualtrics, Workday, When I Work, Teams, Microsoft Office, CS Gold, and Onity. Standard hours may be set between 7:30 a.m. and 10:00 p.m., working 7.5 hours per day Monday through Friday, with most hours within the University’s standard workday. Occasional nights and weekends may be required during peak periods such as opening and closing. The position requires travel between residential areas weekly and sometimes daily.

Requirements

Three to five years of work experience.
Excellent interpersonal and customer service skills.
Ability to work independently without close supervision.
Ability to manage multiple priorities and tasks, organize work effectively and efficiently, use good judgment, and meet established deadlines.
Strong organizational skills and attention to detail.
Intermediate-level proficiency in Microsoft Office, including Outlook, Word, Excel, and PowerPoint.
Skill in interpreting and applying departmental policies and procedures.
Ability to enter and verify information accurately at a reasonable rate of speed.
Ability to use computerized information systems.
Ability to understand and follow oral and written instructions.
Skill in data entry or typing.
Ability to establish and maintain effective work relationships.
Ability to travel between all residential areas weekly and sometimes daily.

Nice To Haves

Bachelor’s degree preferred, or four or more additional years of work experience.

Responsibilities

Lead recruitment, training, and evaluations for all Desk Supervisors and Desk Assistants.
Supervise all residential area Desk Supervisors and Desk Assistants, approximately 75 student employees.
Conduct routine area walks to provide a presence and monitor facility concerns.
Develop and maintain area desk manuals.
Directly oversee Uprint operations across all residential areas.
Address operational concerns in a timely manner, including access management, scheduling, and software issues.
Conduct desk staff meetings at least monthly to address scheduling coverage, provide ongoing training and development, and respond to desk-related matters.
Liaise with departmental strategic capital planning and facilities units to support maintenance and upkeep of lobby and desk areas.
Promote an atmosphere of exceptional customer service.
Represent the department in area desk operations escalations, helping address questions and concerns from students, parents, and campus partners.
Assist students and staff with emergency situations by reporting concerns in a timely manner.
Conduct ongoing assessment of systems and practices to improve operational effectiveness and efficiency.
Communicate regularly with area desks to ensure consistent customer service and responses.
Provide administrative support to area operations through special projects assigned by the Associate Director and Assistant Director of Residential Area Operations.
During peak periods, support additional residential life administrative operations.