Senior Campus Services Manager, 24/7 Guest Experience

University of Pennsylvania; Philadelphia (Philadelphia County); On-site; USD 30,000 - 39,000; Full time

Job summary

The Senior Residential Services Manager at the University of Pennsylvania oversees two Information Centers, delivering around-the-clock resident and guest services to Penn’s campus. You will plan staffing, supervise student workers, and ensure high-level service delivery across the Quad or Sansom Place.

Your role includes coordinating with faculty, CHAS and Facilities Services, implementing service upgrades, and communicating changes to customers and stakeholders.

Qualifications

• Experience managing front-line resident and guest services operations.
• Ability to supervise student staff and shift scheduling.
• Strong communication with faculty, staff and students.

Responsibilities

• Has full responsibility for management of up to 2 Information Centers (IC), and plans, implements processes, and manages front line resident and guest services operations to customers at the Quadrangle or Sansom Place.
• Prepares IC shift schedules for student staff, supervises 2 IC student managers, supervises up to 30 student staff workers, and temporary staff, to ensure operations are managed 7 days/week, 24 hours/day, including holidays.
• Oversees and implements documentation, communication and customer service delivery processes and controls for access & keys, guest access, life safety systems and general resident and guest support.
• Is expected to develop positive working relationships with colleagues, campus partners, and critical stakeholders, e.g., College Houses and Facilities Services, maintaining ongoing communications regarding services, activities, and events in those buildings.
• Assists in planning and implementing improvements and special projects in delivery of services.
• Serve on and positively contribute up to 2 departmental committees.

Job description

The Senior Residential Services Manager at the University of Pennsylvania oversees two Information Centers, delivering around-the-clock resident and guest services to Penn’s campus. You will plan staffing, supervise student workers, and ensure high-level service delivery across the Quad or Sansom Place.

Your role includes coordinating with faculty, CHAS and Facilities Services, implementing service upgrades, and communicating changes to customers and stakeholders.