Description

POSITION OBJECTIVE 

The Guest Services Manager serves as the Tinkham Veale University Center's on-site manager, responsible for successful event hospitality. They will be the welcoming face of our department and leverage the full potential of the University Center. The incumbent will assist clients during special events, providing an exceptional experience to all guests. They will also facilitate the effective operation of the information desk and supervise facility operations and staff during assigned hours.

ESSENTIAL FUNCTIONS

Serve as the primary point-of-contact for clients on the day of their event. After reviewing all event contract details, make sure all parameters are met and the client's expectations are exceeded. Make sure all equipment is setup and all audio/visual requests are operating in every event space within the University Center. They will also work with campus partners (Bon Appétit Catering Company, MediaVision, Parking Services, Security, Custodial Services, etc.) to ensure they are fulfilling their responsibilities. This position is empowered to interpret policies and make adjustments that meet client needs, while maintaining low risks and expenses. (30%)
Maintain the University Center's information desk in a professional and welcoming manner, proactively engaging guests and giving tours of the facility when requested. They will answer all phone calls for the facility, responding to all questions and directing calls as needed. They will monitor and respond to all University Center emails in a timely fashion. Accept all deliveries, maintain a collection of lost/ found items, and keep an inventory of our equipment and supplies. (30%)
Assist in making room reservations within the University Center. Make sure all reservations in the Event Management System (EMS) have full details with regards to setup needs, equipment, audio/visual requests, catering, parking, and additional services. May assist guests with scheduling a walk-up reservation in an open room. (15%)
Direct the student events crew to ensure all spaces are setup correctly. Assist in training and evaluating team members, planning work assignments with an eye towards the student learning development theory and experiential learning. Using coaching philosophy to mentor student staff members, ensuring they are properly executing all job responsibilities and that contract details are met, all with a high level of customer service and professionalism. (15%)
Monitor the physical environment of the University Center. Ensure a safe, clean, well-maintained, and healthy space for guests and address or appropriately escalate inappropriate or unsafe issues immediately. Reconfigure furniture for scheduled events, receive issues, and submit work and maintenance requests as well as track completion of tasks or follow-up. Prepare damage and cleaning reports after events as needed. May propose adjustments or new policies to enhance client or staff experiences. (10%)
 

NONESSENTIAL FUNCTIONS

Perform other duties as assigned. (5%) 

CONTACTS 

Department: Daily contact with department staff

University: Daily contact with other University departments

External: Daily contact with clients, vendors, contractors, guests

Students: Daily contact with student staff

SUPERVISORY RESPONSIBILITIES

The Guest Services Manager will indirectly supervise up to 10 student staff members.

QUALIFICAITONS

Experience: 2 to 3 years of related experience with a focus on customer service and event management

Education: High school education required. Bachelor's degree preferred.

REQUIRED SKILLS

Heartfelt commitment to an exceptional client experience
Friendly and outgoing personality
Effective and engaging communication and intra and interpersonal skills
Strong organizational and time management skills
Strong attention to detail 
Ability to meet deadlines under pressure 
Ability to exercise independent judgment and work autonomously
Ability to demonstrate creativity and flexibility in working on various events
Thorough understanding of campus and University Center policies
Working knowledge of computer software, including, but not limited to: EMS (or other event scheduling system), Microsoft Office Suite, Gmail, and other Google software products
Demonstrated history of successful support, education, and advocacy for all students, aligned with the values, mission, and messaging of the university, while adhering to the staff policy on conflict of commitment and interest.
Ability to meet consistent attendance. 
Ability to interact with colleagues, supervisors, and customers face to face. 
Willingness to learn and utilize Artificial Intelligence (AI).
 

WORKING CONDITIONS

The Guest Services Manager will work at the Information Desk inside the University Center, with no exposure to hazardous materials. They will travel frequently between floors and rooms and must possess the ability to lift/carry up to 50 lbs. There may be extended periods of time where walking or standing is expected. This position will work weekdays between the hours of 2 to 10 p.m. and share rotating weekend on-call coverage with other staff members.)