Coordinator, Residential Services

Northern Kentucky University; Lancaster; On-site; GBP 40,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated Coordinator for Residential Services. This role involves overseeing customer care, managing desk services, and ensuring smooth operations within University Housing. You will play a vital role in enhancing guest experiences and managing conference services, all while leading a team to provide exceptional service. If you have a passion for hospitality and a knack for problem-solving, this position offers a unique opportunity to make a significant impact in a dynamic environment.

Qualifications

• Bachelor's Degree and two years of related experience required.
• Supervisory and customer service experience is essential.

Responsibilities

• Manage desk services and supervise staff for residential facilities.
• Ensure customer satisfaction and resolve issues effectively.
• Oversee guest and conference services, ensuring compliance.

Skills

Customer Service

Supervisory Skills

Problem-Solving

Communication

Education

Bachelor's Degree

Job description

Posting Details

Position Information

M-F; 8:15 a.m.-4:30 p.m.

This position is directly responsible for the overall customer care as well as transactional and administrative services of University Housing. This includes oversight of all residential front desks and services (including the University Housing central office), direct supervision of the desk managers, mitigation of all initial and escalated customer services issues, creating communication transcripts for major departmental initiatives, all mail and package services and processes, and all University Housing operations student staff hiring, onboarding, and separations.

In addition, this position will play a key role in organizing and developing the guest and conference services program through a lens of hospitality management and is charged with maximizing revenue in this area.

Desk Services
This position manages all aspects of desk services for all residential facilities including direct supervision of Desk Manager (DM) positions, serves as a liaison between University Mail and third-party deliveries (USPS, UPS, FedEx, Amazon, etc.), and tracks University Housing keys and equipment. Provide leadership ensuring 24-hour coverage of each front desk.

Customer Care
Answers customers' questions, resolve problems, and maintains customer satisfaction by providing problem-solving resources. Audits customer service procedures and trends while determining systematic improvements. Enforces policies and procedures. Updates job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations.

Conference Services
This position will work on a team that manages all of our summer camps and conferences, registrations, reservations, sponsor communication, and billing. Plans, schedules, documents, and supports service delivery for events using established policies and procedures to meet customer need and ensure event compliance with institutional policy. Greets customers/guests assist with registration, answers questions, and refers complex issues to appropriate entities.

Supervision
Manages customer service staff, communicates job expectations, and performs appraisals and job reviews. Recruit, hire, train, and evaluate Desk Managers, Desk Assistants, and Summer Conference Assistants while also assisting in planning and facilitating the corresponding training.

Bachelor's Degree and two (2) years related experience. Acceptable equivalency: Four (4) years related experience.

Supervisory experience.
Customer Service experience.

Any candidate who is offered this position will be required to go through a pre-employment criminal background check as mandated by state law.

Working Title	Coordinator, Residential Services
Department	University Housing
Compensation Title	Coordinator, Residential Services
Position Number	30025254
Position Status	Regular
Work Schedule
Hours per Week	37.5
Months per Year	12
Purpose of Position
Primary Responsibilities
Qualifications
Minimum Education	Bachelor's Degree
Preferred Education	Bachelor's Degree
Minimum Experience	2 years
Salary	$17.63 - $20.10/hr based on experience
Pay Grade	S67

Posting Detail Information

Requisition Number	2024S2099
Job Open Date	09/16/2024
Job Close Date
Quick Link	https://jobs.nku.edu/postings/14223
Is this an internal only posting?