Manager, Residential Desk Operations

200 UM Corp (Enterprise); United States; On-site; USD 60,000 - 90,000; Full time

Job summary

University of Miami seeks a supervisor to lead residential area desk operations, coordinating recruitment, training, and policy implementation across campus. You will manage desk Supervisors and Assistants, oversee Uprint services, and liaise with facilities to maintain lobby spaces while upholding top-tier customer service standards.

The role requires 3–5 years of experience and a bachelor’s degree or equivalent.

Qualifications

• Three to five years of work experience.
• Bachelor’s degree preferred or 4+ additional years of work experience.

Responsibilities

• Lead recruitment, training, and evaluations for all Desk Supervisors and Desk Assistants.
• Supervise ~75 student employees.
• Conduct area walks to monitor facilities and provide presence.
• Develop and maintain area desk manuals.
• Oversee Uprint operations across all residential areas.
• Address operational concerns including access management, scheduling, and software issues.
• Conduct desk staff meetings monthly for scheduling and training.
• Coordinate with capital planning and facilities for lobby and desk upkeep.
• Promote exceptional customer service across areas.
• Represent area desk operations for escalations and respond to questions/concerns.
• Assist in emergencies and report concerns promptly.
• Assess systems and practices to improve efficiency.
• Communicate regularly with area desks to ensure consistent service.
• Provide administrative support and assist during peak periods.

Skills

Customer service

Independent work

Multitasking

Organizational skills

Communication

Education

Bachelor’s degree preferred

Tools

StarRez

Qualtrics

Workday

When I Work

Teams

Microsoft Office

CS Gold

Onity Knowledge

Job description

General Description (Purpose and Function)

This position ensures that the area desk operations across campus provide a consistent high level of customer service. The position will provide direction to residential area desk management, access management, residential customer service, Uprint management, and staff recruitment and training. This position will supervise student staff Desk Supervisors and Desk Assistants. This position will be responsible for maintaining and implementing policies and procedures to support a consistent experience across campus. The position reports to the Assistant Director of Residential Area Operations.

Primary Duties and Responsibilities

• Serves as lead for recruitment, training, and evaluations for all Desk Supervisors and Desk Assistants.
• Supervises all residential area Desk Supervisors and Desk Assistants (~75 student employees).
• Routinely conducts area walks to provide presence and monitor facility concerns.
• Develop and maintain area desk manuals.
• Directly oversees Uprint operations across all residential areas.
• Responsible for addressing operational concerns in a timely manner including but not limited to access management, scheduling, and software issues.
• Conduct desk staff meetings at least once a month to address scheduling coverage, provide on-going training and development, and respond to any other desk-related matters.
• Liaise with departmental strategic capital planning and facilities unit to support the maintenance and upkeep of the lobby and desk areas.
• Promote an atmosphere of exceptional customer service.
• Serve as departmental representative for area desk operations escalations by assisting in addressing student, parent, and campus partner questions/concerns.
• Assist students and staff with handling emergency situations by reporting concerns in a timely manner.
• Assists in conducting ongoing assessment of systems and practices to continually improve both the effectiveness and efficiency of operations.
• Communicates regularly with area desks to ensure a consistent customer service and response.
• Provide administrative support to area operations through completing special projects assigned by the Associate Director of Residential Area Operations and Assistant Director of Residential Area Operations.
• During peak periods, provide support to additional residential life administrative operations.

Systems Management

This position utilizes the following software platforms:

• StarRez
• Qualtrics
• Workday
• When I Work
• Teams
• Microsoft Office
• CS Gold
• Onity Knowledge

Knowledge, Skills, and Abilities

• Excellent interpersonal and customer service skills
• Ability to work independently without close supervision
• Ability to manage multiple priorities/tasks and use good judgment in effectively and efficiently organizing work to meet established deadlines
• Strong organizational skills with attention to detail
• Intermediate level user in Microsoft Office (Outlook, Word, Excel, and PowerPoint)
• Skill in interpreting and applying departmental policies and procedures
• Ability to enter and verify information with accuracy at a reasonable rate of speed
• Ability to utilize 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 on a weekly and sometimes daily basis

Education & Work Experience Requirements (Essential Requirements)

Three (3) to five (5) years of work experience

Bachelor’s degree preferred or 4+ additional years of work experience

Work Schedule

There is an opportunity to set standard hours between 7:30am and 10:00pm, maintaining 7.5 hours per day Monday-Friday, and ensuring most standard work hours fall within the University’s standard workday. Occasional nights and weekends may be required during peak periods such as opening and closing.

Job Status

Full time

Employee Type: Staff

Equal Opportunity

The University of Miami is an Equal Opportunity Employer.

Applicants and employees are protected from discrimination based on certain categories protected by Federal law.