Assistant Manager, Guest Services

• Job Type: Officer of Administration
• Regular/Temporary: Temporary
• Hours Per Week: 35
• Salary Range: $72,500 - $74,675

Position Summary

THIS IS A TEMPORARY POSITION TO LAST APPROXIMATELY UNTIL MARCH 1, 2025

Reporting to the Assistant Director, Guest Services, the Assistant Manager, Guest Services is responsible for ensuring the delivery of critical central services, both directly to student residents as well as other parts of Housing that are designed to accomplish the delivery of superior housing services to students. The Assistant Manager audits work orders to ensure services are completed in a timely manner. The Assistant Manager visits residence halls and conducts inspections of the common areas, ensures that all equipment is functioning, and spaces are clean. The Assistant Manager must work closely with counterparts in Residential Life, Undergraduate Residential Operations, and other related University partners.

Responsibilities

• Follow-up on work orders submitted to Undergraduate Residential Operations and/or the Hospitality Desk which service approximately 5800 undergraduate students in 37residential buildings. Ensures that students receive timely and appropriate responses to problems that arise in their living environments. This includes monitoring routine and emergency maintenance requests to verify that they are responded to quickly and efficiently by Facilities and Operations. Monitors the progress of renovations and large-scale repair projects. Reports any issues that may affect the on-time completion and/or quality of projects or annual programs.
• Acts as the departmental liaison with University partners to address and resolve custodial, mechanical, and service problems in designated Housing buildings. Monitors custodial and maintenance for residence halls so that the services provided are of high-quality to students. Interacts effectively and diplomatically with University community including staff, management, campus departments, student organizations, and the general public.
• Conducts audits at defined intervals to identify and track progress and customer satisfaction. Continually assesses custodial and maintenance performance through established standards and reports corrective measures as required. Analyzes ways to improve services provided to students. Supports the department's plans to attain the operational goals while reinforcing Columbia Housing's Vision and Values.
• Responds to emergency situations which may occur during evenings, nights, weekends and assumes leadership responsibility for the department if necessary.
• Functions as primary point of contact providing excellent customer service for all guests related issues. This includes but is not limited to contacting residents regarding contractor work, follow-ups to fire alarms, assistance with resident lockouts, and wellness checks as requested by Residential Life and/or Public Safety.
• Scrutinize Housing equipment including but not limited to master and fire ring keys, RA vacuums, pool table equipment, mallets, blue bins, and space heaters to verify that all equipment are in working order. Submits laundry room service requests and monitors clothing donation bins located in laundry rooms for periodic pickups.
• Manages special projects and perform other duties as assigned.

Minimum Qualifications

• Bachelor's Degree and/or its equivalent experience required.
• Minimum 0-2 years related experience required, preferably in hospitality, facilities management or related field.
• Prior experience in student and/or guest relations with a proven record in working effectively with various constituencies
• A demonstrated ability to work independently, manage conflicting priorities and work under deadlines.
• Proficient in Word and Excel.
• Requires strong written and oral communication skills.
• Ability to travel across campus to respond to lockouts, emergencies and other related issues even during extreme temperature/inclement weather required.
• This position is considered essential personnel.
• There is moderate physical activity and exertion, including lifting, bending, pulling, climbing stairs etc. involved.
• Must be able to work a variety of shifts in a 24-hour/7 day schedule including evenings, overnights, weekends, and holidays in addition to covering as needed for peak periods such as Check-In/ Check-out, vacation, sick leave, gaps in coverage and in case of emergency.

Equal Opportunity Employer / Disability / Veteran

Columbia University is committed to the hiring of qualified local residents.