Guest Engagement Coordinator

American University; Washington (District of Columbia); Hybrid; USD 38,000 - 41,000; Full time

Job summary

American University in Washington, DC invites applications for a Guest Engagement Coordinator within the University Conference & Guests Services (UCGS). This role serves as the first contact for conference clients, manages communications, and maintains the intern housing program and year-round housing in Clark Hall.

It also supports EMS and Star Rez systems for reservations and payments. The position requires a Bachelor’s Degree and 1–3 years of event-planning experience, with non-traditional

Qualifications

• Bachelor’s Degree and 1–3 years of relevant experience.
• Experience in event planning, university housing and/or summer conferences.
• Computer experience with databases and spreadsheets.
• Excellent customer service and ability to work with minimal supervision.
• Occasional non-traditional hours during peak periods.

Responsibilities

• Coordinate communications and manage UCGS website and newsletters.
• Handle space reservations and EMS internal client coordination.
• Oversee intern housing and paying clients in summer.
• Maintain data in CRM and manage event-related accounts.

Skills

Communication

Customer service

Organization

Team leadership

Decision making

Collaboration

Education

Bachelor’s Degree

Master’s degree (preferred)

Tools

EMS

STAR REZ

Event Guru

Job description

American University is a student-centered research institutionlocated in Washington, DC, with highly-ranked schools and colleges,internationally-renowned faculty, and a reputation for creatingmeaningful change in the world. Learn more about American University

Department: Business Development

Time Type: Full time

Job Type: Regular

FLSA Status: Non-Exempt

Work Modality: Hybrid 01 (On Campus 3-4 Days/Week)

Union: Excluded

Job Description:

Summary:

Th Guest Engagement Coordinator is a member of the UniversityConference & Guest Services (UCGS) team within the division ofAuxiliary Services and Finance. The Guest Engagement Coordinatorwill be the first point of contact for internal and externalconference clients and guests and will manage UCGS communicationsas the initial point of contact. This person will be responsiblefor maintaining the UCGS website as well as data input within forthe Intern Portal within Star Rez and Event Guru. This person willoversee all Intern housing components as well as other individualpaying clients during the summer and will oversee year-roundhousing for Interns in Clark Hall. This position is also thesub-scheduler in EMS for the UCGS event spaces and will handlesystems administration for Event Guru and Star Rez for Internbusiness.

Essential Functions:

1.) Communication

• Respond to initial inquiries about university conference andevents.
• Approve or decline space reservations of UCGS spaces in EMS forInternal clients.
• Work with Director and Associate Director in gathering initialmarketing information to maintain UCGS internal website,Destination DC and Unique Venues websites as well as other forms ofSocial Media.
• Produce informative weekly newsletter during summer months forSummer Student Staff.
• Assist Associate Director with the design and creation of UCGSmarketing materials both on-line and hard copies.

2.) Guest Services

• Interpret client needs, anticipate potential problems, anddetermine the best solution for having a successful event.
• Keep detailed data in a customer relationship management systemof all event planner information, as well as prospects gatheredthrough various marketing strategies.
• Work with approximately 15 Intern and AU Internal Groups aswell as 400 individual paying guests in the summer and 2-3 InternGroups and 30 individual paying guest during the academic year bytaking reservations, preparing contract information, working withthe finance team with on-line payment and answering questions ofeach client.
• Serves as point person for UCGS and mail services to ensuredata is prepared and disseminated so that clients may receive mailservices year-round. Provide visible, on-site coverage for clientsas needed.

3.) Staff Recruitment, Selection, and Training andSupervision

• Support the University Conference & Guest Services teamwith summer student staff selection processes and trainingprograms.
• Supervise (12-15) student staff year-round.
• Supervise (1) Summer Leadership Student from January toAugust.

4.) Systems Administration

• Primary point of contact for administration of UCGS softwaresolutions with Event Guru and Star Rez which are used in planningand preparing for Intern reservations, payment access as well asother services that include electronic access, security, and cardproduction systems.
• Oversee the training and effective utilization of relevant UCGSsoftware systems to ensure information in all systems is accurate,up-to-date, and audit compliant.
• Facilitate account access, training and troubleshooting supportfor all UCGS users when using Event Guru and Star Rez for Internhousing.

5.) Other Duties as Assigned

Supervisory Responsibility:

• Supervises 12-15 students year-round.

Competencies:

• Displaying Creativity.
• Prioritizing and Organizing.
• Serving Customers.
• Supporting Coworkers.
• Leading and Inspiring People.
• Making Accurate Judgments and Decisions.
• Building and Supporting Teams.

Position Type/Expected Hours of Work:

• Full-time.
• 35 hours per week.
• Hours are 8am - 4pm or 9am - 5pm.
• Hybrid work modality (on campus 3 - 4 days per week).
• Requires some non-traditional hours during peak operationalperiods.

Salary Range:

• $27.50 - $29.50 per hour.

Required Education and Experience:

• Bachelor’s Degree.
• 1 - 3 years of relevant experience.
• At least one year of experience in event planning, universityhousing and/or summer conferences required.
• Computer experience, particularly in database and spreadsheetapplications, required.
• Must be able to prioritize, balance, and complete multipletasks with direct but minimal supervision.
• Excellent customer service skills required.
• Requires non-traditional hours during peak operationalperiods.

Preferred Education and Experience:

• Master's degree.
• Knowledge and experience with the following software programs:email, word processing, spreadsheet/data analysis and presentationdevelopment software applications such as Microsoft Outlook, Word,Excel, EMS, STAR REZ and Event Guru.
• Supervision of paraprofessional staff.

Other Duties:

• Please note this job description is not designed to cover orcontain a comprehensive listing of activities, duties orresponsibilities that are required of the employee for this job.Duties, responsibilities, and activities may change at any time withor without notice.

Benefits

AU offers a competitive benefits package. Click here to learn about American University's unique benefitoptions .

Other Details

• Hiring offers for this position are contingent on successfulcompletion of a background check.
• Employees in staff positions at American University mustdeliver their services to the university from either the Districtof Columbia, Maryland, or Virginia, or perform work on-site at theuniversity.
• Please note this job announcement is not designed to cover orcontain a comprehensive listing of activities, duties orresponsibilities that are required of the employee for this job.Duties, responsibilities, and activities may change at any timewith or without notice.
• American University is an E-Verify employer.

Current American University Employees

American University current employees must apply through theiremployee Workday account. If you are a current employee at AmericanUniversity, please log into Workday and select the Find Jobs reportwhich will take you to our internal career listings.

Contact Us

For more information or assistance with the American Universitycareers site, email [e-mail].

American University is an equal opportunity, affirmative actioninstitution that operates in compliance with applicable laws andregulations. The university does not discriminate on the basis ofrace, color, national origin, religion, sex (including pregnancy),age, sexual orientation, disability, marital status, personalappearance, gender identity and expression, familyresponsibilities, political affiliation, source of income, veteranstatus, an individual’s genetic information or any other basesunder federal or local laws (collectively "Protected Bases") in itsprograms and activities.