Manager, Student Housing (Quality Assurance and Summer Operations)

University-of-Louisville; Louisville (KY); On-site; USD 70,000 - 90,000; Full time

Job summary

University of Louisville's University Housing and Resident Experience (UHRE) seeks a Manager, Student Housing (Quality Assurance and Summer Operations) to lead QA, asset management, room-turns, and summer programs across Belknap Campus. The role directs staff and coordinates with contracts, finance, and marketing to maintain safety, service quality, and revenue goals.

The position requires a Bachelor's degree and four years' related experience; a Master's is preferred.

Qualifications

• Bachelor's degree in a related field and four (4) years of relevant experience or an equivalent combination of education and experience.
• Master's degree in higher education, student affairs, business administration, hospitality, operations management, or a related field is preferred.
• Experience in operations, project management, facilities maintenance, quality assurance or conference operations is preferred.

Responsibilities

• Lead quality assurance, asset management, room-turn, and summer operations for the UHRE housing portfolio.
• Audit custodial, maintenance, repair, remodeling, room-turn, and contracted services on daily, weekly, monthly, and ad-hoc bases.
• Generate reports for strategic planning, inventory management, and revenue monitoring; manage financial remedies per policy.
• Direct UHRE's summer camps and conferences, aiming to raise revenue to reduce resident rental rates.
• Oversee work control systems and lifecycle management for university-owned and partner properties; coordinate with internal teams and vendors.
• Respond to guest concerns and emergencies to maintain safety and high-quality service.

Skills

Quality assurance

Asset management

Project management

Customer service

Communication

Budgeting

Education

Bachelor's degree in a related field

Master's degree in higher education, student affairs, business administration, hospitality, operations management, or a related field

Tools

StarRez

Monday.com

AssetPlanner

Microsoft Office

Job description

Department:Location:Belknap CampusTime Type:Full timeWorker Type:RegularJob Req ID:R109657Minimum 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 ResponsibilitiesQuality Assurance, Asset Management, and Organizational EffectivenessServes 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 managedDevelops and executes daily, weekly, monthly, seasonal, and ad-hoc audits and inspections of custodial, maintenance, repair, remodeling, room-turn, and contracted servicesGenerates 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 interventionsReviews and approves requests for financial compensation or other remedies associated with service recovery, consistent with delegated authority and departmental policySummer Camps and Conferences and Guest HousingDirects day-to-day operation of UHRE's summer camps and conferences programEnhances revenue flows to meet departmental objectives; particularly responsible for raising revenue 20% each year for 5 years to meet this goalWorks with department communications unit to develop and implement internal and external marketing & recruitment campaignsAdministers 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 experienceWork Control and Room TurnsAdministers 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 expectationsSupervises 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 vendorsServes 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 billingOther DutiesParticipates to assist with the execution of Division initiatives such as freshman orientation, Welcome Week, and resident move-in eventsPerforms other duties and completes special projects as assignedPreferred QualificationsMaster's degree in higher education, student affairs, business administration, hospitality, operations management, or a related fieldFour (4) years of progressive experience in operations, project management, facilities maintenance, quality assurance or conference operationsExperience using StarRez, Monday.com, AssetPlanner, Microsoft Office, or related business-management software systemsDemonstrated success in project management and balancing needs of multiple stakeholder groupsExperience serving in an on-call capacity and responding to emergency or crisis situationsProven record of improving service quality, operational efficiency, revenue performance, or customer satisfactionWork Hours and LocationThis is a full-time, exempt position with a 37.5-hour regular workweek including early morning, evening, weekend, and holiday hours as required. Additional work hours may be required based on department needs, programming, staffing, and/or scheduling. The primary work location for this position is at the Belknap Campus. Occasional overnight travel (for professional development, conferences, student trips, etc.) may be required.Employee BenefitsThe University of Louisville offers competitive benefits and perks to eligible full-time and part-time employees. Please visit the University of Louisville Total Rewards webpages for details.Student AffairsThe Division of Student Affairs encourages candidates to apply who have demonstrated the capacity to create supportive work environments, collaborate effectively on teams, and serve the students we admit and aim to attract.Please submit a resume, cover letter, and three professional references with your application.Compensation will be commensurate to candidate experience.Equal Employment OpportunityThe University of Louisville is an Equal Employment Opportunity employer. The University strives to provide equal employment opportunity on the basis of merit and without unlawful discrimination on the basis of race, sex, age, color, national origin, ethnicity, creed, religion, disability, genetic information, sexual orientation, gender, gender identity or expression, veteran status, marital status, or pregnancy. In accordance with the Rehabilitation Act of 1973 and the Vietnam Era Veteran Readjustment Act of 1974, the University prohibits job discrimination of individuals with disabilities, Vietnam era veterans, qualified special disabled veterans, recently separated veterans, and other protected veterans. The University acknowledges its obligations to ensure affirmative steps are taken to ensure equal employment opportunities for all employees and applicants for employment. It is the policy of the University that no employee or applicant for employment be subject to unlawful discrimination in terms of recruitment, hiring, promotion, contract, contract renewal, tenure, compensation, benefits, and/or working conditions. No employee or applicant for employment is required to endorse or condemn a specific ideology, political viewpoint, or social viewpoint to be eligible for hiring, contract renewal, tenure, or promotion.Consistent with applicable law, demographic information is collected for aggregate reporting requirements. Demographic information provided through this application is not available to hiring managers/committees and is not considered in hiring or employment decisions.Assistance and AccommodationsComputers are available for application submission at the Human Resources Department located at 2315 South First Street Walk, Room 02C - Louisville, Kentucky 40292.If you require assistance or accommodation with our online application process, please contact us by email at [e-mail] or by phone [phone].