Residential Guest Services Manager

Universities of Wisconsin • Milwaukee, WI

2d • $54,000

About The Position

The University Housing Residential Guest Services Manager is a 12-month position responsible for the overall operational management of the Residential Guest Services (RGS) program, which includes conferences, the intern center, guest housing, and short-stay programs. This role oversees business operations and the contracting process for non-UWM student, individuals and groups; coordinates planning, administration, and billing for summer intern center, conferences/camps, and related programs using University Housing facilities; ensures compliance with FERPA, UWS 136, minor protection policies, and PCI standards; and serves as a liaison to campus partners, community groups, and guests while reporting to and providing support to the Associate Director of University Housing–Business Administration.

Requirements

• 1 year professional post bachelor’s work experience in one of the following: university camps and conferences, university residential housing, hotel management, event planning, hospitality or other business auxiliary of a university or college.
• Minimum two years’ experience working in a university housing setting.
• Previous experience in supervision of student and/or graduate level employees.
• Technical skills (computer and database systems).
• Ability to work a flexible schedule, nights and weekends may be required.

Nice To Haves

• Master’s Degree with preference given to higher education/student affairs, business administration or hospitality degrees.
• One-year direct use of StarRez Software or similar (priority to those with direct StarRez experience).
• Strong communication skills (interpersonal, written and verbal) as demonstrated in their applicant materials.
• Two-years of direct customer service experience with diverse populations.
• Demonstrated ability to collaborate and/or build relationships with campus/departmental stakeholders and/or customers.
• Ability to balance multiple priorities and accomplish assignments with minimal supervision.
• Demonstrated ability to assess and/or evaluate program standards.
• Demonstrated ability to solve complex issues (e.g. customer service complaints, on-call duty/crisis response).
• Demonstrated ability to manage budget/track expenses and/or revenue.

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 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.
• Responsible for the development and management of operational databases and systems supporting Residential Guest Services, including contract inquiry, reservations, and reporting through platforms such as StarRez and EMS.
• 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 and indirectly 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 hours, responding to phone and email inquiries, and may include evening or 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.
• Plans, directs, and implements housing initiatives and manages occupancy for all university terms
• Advises internal and external stakeholders about housing units, contracts, and options
• Collaborates with campus groups and/or departments and maintains successful campus partnerships, while representing the interests of the division
• Drafts, implements, and maintains annual contracts and memos with a variety of campus programs and academic departments
• Strategizes, advises, and resolves complicated and sensitive housing-related issues, policy questions, requests, and appeals, including matters related to student resident disabilities and gender identity
• May supervise student employees
• Leads divisional outreach efforts with prospective students and families, including the housing tour program
• Analyzes data for housing assignments and develops solutions for student issues

Benefits

• Employees with a qualifying position also receive an extensive leave package including vacation, sick leave (with no expiration), personal holiday, and paid legal holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees