Manager, Student Housing (Quality Assurance and Summer Operations)

University of Louisville; Fort Worth (TX); In loco; USD 70.000 - 100.000; Tempo pieno

Descrizione del lavoro

University Housing at the University of Louisville is seeking a Manager, Student Housing (Quality Assurance and Summer Operations) to lead QA, asset management, and summer programs. The role ensures safety, regulatory compliance, and customer service standards across the housing portfolio while driving revenue goals to keep occupancy costs low.

The position supervises staff, coordinates work orders, and oversees contracts, billing, and reports in partnership with departmental finance.

Competenze

• Bachelor's degree in a related field and four years of relevant experience or equivalent
• Master's degree preferred in higher education, student affairs, business admin, hospitality or operations management
• Experience with asset management software and work-order systems
• Demonstrated success in project management and coordinating multiple stakeholders

Mansioni

• Lead QA, asset management, room-turn and summer operations for UHRE
• Develop audits and inspections of custodial, maintenance and services
• Generate reports for strategic planning, revenue analysis and risk
• Administer contracts, billing and revenue reporting with finance partners
• Oversee work-control systems and lifecycle of maintenance requests, staffing and scheduling
• Support fall/wall or seasonal room turns and compliance with standards

Conoscenze

Operations management

Project management

Quality assurance

Customer service

Formazione

Bachelor's degree in related field

Master's degree in higher education or related field

Strumenti

StarRez

Monday.com

AssetPlanner

Microsoft Office

Descrizione del lavoro

Minimum Requirements

Bachelor's degree in a related field and four (4) years of relevant experience or an equivalent combination of education and experience. Grade 7 (Salaried)

Position Description

The Department of University Housing and the Resident Experience (UHRE) in the Division of Student Affairs is seeking to hire a Manager, Student Housing (Quality Assurance and Summer Operations). The Manager leads the Department of University Housing and the Resident Experience (UHRE)'s quality assurance, asset management, room-turn, and summer operations. This position is responsible for verifying that departmental, safety, regulatory, contractual, and customer service standards are met across the University's housing portfolio. This position also manages departmental operations that support summer camps and conferences housing and is directly responsible for meeting revenue enhancement goals to keep resident rental rates low. The Manager supervises two full-time staff, one responsible for work order coordination and follow-through and one responsible for coordination of summer operations and the supervision of seasonal interns.

Essential Duties and Responsibilities

Quality Assurance, Asset Management, and Organizational Effectiveness

• Serves as primary administrator and custodian of department's asset management software, ensuring work orders, asset conditions, associated costs, expenditures, and supporting documentation are accurately and consistently managed
• Develops and executes daily, weekly, monthly, seasonal, and ad-hoc audits and inspections of custodial, maintenance, repair, remodeling, room-turn, and contracted services
• Generates scheduled and ad-hoc reports for strategic and capital planning, inventory lifecycle management, service-level monitoring, revenue and expense analysis, risk identification, and organizational quality interventions
• Reviews and approves requests for financial compensation or other remedies associated with service recovery, consistent with delegated authority and departmental policy

Summer Camps and Conferences and Guest Housing

• Directs day-to-day operation of UHRE's summer camps and conferences program
• Enhances revenue flows to meet departmental objectives; particularly responsible for raising revenue 20% each year for 5 years to meet this goal
• Works with department communications unit to develop and implement internal and external marketing & recruitment campaigns
• Administers contracts and group billing; conducts client meetings to review agreements; manages prepayments, refunds, amenity charges, damage charges, outstanding balances, collection follow-up, final invoices, and weekly or recurring revenue reports in partnership with departmental finance staff.
• Addresses client and guest complaints, questions, emergencies, and service requests promptly and takes appropriate action to resolve concerns, maintain safety, promote retention, and sustain a high-quality guest experience

Work Control and Room Turns

• Administers work control systems and provides leadership for the full life cycle of maintenance, custodial, and facility service requests, ensuring requests are appropriately routed, prioritized, escalated, tracked, documented, and closed aligned with established expectations
• Supervises and supports the Work Control Coordinator in coordination of maintenance of university-owned, Foundation-owned, P3, and master-leased properties inclusive of collaboration with internal maintenance teams, Physical Plant, contractors, and vendors
• Serves as process owner for fall, winter, and summer room turns, ensuring rooms and common areas are fully documented and compliant with departmental and regulatory standards before occupancy including coordination of schedules, staffing, inspections, resource allocation, vendor activity, risk mitigation, abandoned property, and damage assessment and billing

Other Duties

• Participates to assist with the execution of Division initiatives such as freshman orientation, Welcome Week, and resident move-in events
• Performs other duties and completes special projects as assigned

Preferred Qualifications

• Master's degree in higher education, student affairs, business administration, hospitality, operations management, or a related field
• Four (4) years of progressive experience in operations, project management, facilities maintenance, quality assurance or conference operations
• Experience using StarRez, Monday.com, AssetPlanner, Microsoft Office, or related business-management software systems
• Demonstrated success in project management and balancing needs of multiple stakeholder groups
• Experience serving in an on-call capacity and responding to emergency or crisis situations
• Proven record of improving service quality, operational efficiency, revenue performance, or customer satisfaction

Work Hours and Location

This is a full-time, exempt position with a 37.5-hou