Position Summary
Reporting to the Director of Guest Services, the Associate Director, Management Operations is a key member of the Housing Senior team. The Associate Director is responsible for the delivery of critical central services, both directly to student residents as well as to other parts of Campus Services and the University that are designed to support the delivery of superior housing services to students. The Associate Director has broad authority and accountability for providing centralized services to students and staff within the department.
Oversees building operations by providing centralized communication functions for work orders and other student needs, key control and other security related functions; develop and maintain programs which facilitate the Customer Service and Operational needs of the department. The Associate Director will work with the Senior Housing team in the management of department-wide processes involving students checking in or out of residence halls, compliance monitoring and personnel practices. Work closely with counterparts in the Residential Programs Office, Students Affairs, Facilities Management, Public Safety, Dining Services, Environmental Stewardship, and other related University partners.
Responsibilities
- Manage and Lead a 24-hour Hospitality Desk management team and supervises the Customer Service Center, to ensure superior customer service to approximately 5800 students living in 39 residence halls and brownstones within undergraduate housing. Ensures that students will receive timely and appropriate information and responses to problems that arise in their living environments. This includes monitoring maintenance requests to verify that they are routed quickly and efficiently to Facilities, when appropriate. Responsible for all special services provided by the Hospitality Desk. Reviews services regularly and recommends new services to provide additional Customer Service to students.
- Supervises work activities of the Associate and Assistant Managers of the twenty-four-hour Hospitality Desk with emphasis on excellent customer service. Sets a high standard for Customer Service among all Hospitality Desk employees. Develops and implements improvements in Hospitality Desk procedures as required. Maintains and updates the Policies and Procedures manual and intranet regularly to provide all necessary information for Hospitality Desk staff to includes building and mechanical information, and emergency response procedures. Develops standards and maintains continuous training programs for the Hospitality Desk Staff.
- Responds to emergency situations, facility or student-related at all times including evenings, weekends and holidays. In the absence of the other Senior team members assumes responsibilities for all areas under the supervision of that position. The Associate Director notifies appropriate personnel and follows directions.
- First responder to Fire Alarms. Oversees first line of response to crisis and emergencies in the residence halls and responds in person as necessary. Works with Public Safety and Fire Safety to monitor Security and Fire Safety concerns within the buildings. Oversees response to fire alarms including training and directing staff to respond properly. Reports emergencies and building problems to Public Safety, Fire Safety, and/or Facilities and follows directives for response when appropriate.
- Ensures all student work requests are properly submitted via work order system. Monitors StarRez and Maximo ticket systems to ensure that Service Requests are being completed in a timely manner and residents are satisfied. Tracks all service data. Collaborates with Director of Operations to ensure maintenance work is completing on time, as requested, properly managed and communicated throughout.
- Establishes strategic goals for the team. Enforces systems, policies, procedures and productivity standards. Schedules and maintains regular staff meetings and ensures Hospitality Desk staff is professional, and service-oriented at all times. Supervise and oversee the daily work activities for staff. Responsible for the recruitment selection, training, career development and implement strategic goals for the team. Trains and supervises all staff working at the Hospitality Desk (full-time staff, casual staff, and student employees) in proper collection procedures for cash, credit cards, checks and Flex accounts. Oversees daily reconciliation and deposit process. Ensures PCI compliance for Hospitality Desk staff. Oversees daily cashiering and miscellaneous income collection activity for the department.
- Manages building access for students and employees. Works with Guest Services to ensure proper guest access rules are followed. Provides a secure environment in the residence halls by maintaining control of keys and by coordinating with Columbia Public Safety to provide Security Access services for the residence halls. Verifies that safety systems are in place and working properly. Maintains and ensures security of key inventory at the Hospitality Desk. Working with the Associate and Assistant Managers of the Hospitality Desk and the Key Control Clerk, ensures that key inventory is current and secure. Oversees the prompt filing of keys upon Check Out each term. Directs distribution of master keys to Facilities, and Residential Life staff. Supervises the preparation of keys and the correcting of lock problems. Manages key check process after summer lock rotation.
- Works effectively with the other members of the Housing Senior team to support the department’s plans to attain the financial, operational and housing team goals while also reinforcing Columbia Housing’s and Campus Services’ Vision and Values. Works as an effective member of the Housing Senior team to organize and implement all major Housing events including Check In, Check Out, Room Selection, and summer programs to insure seamless workflow and optimal service to resident students, guests, and their families.
- Interacts effectively and diplomatically with the University community including staff, management, campus departments, student organizations, parents, and the general public. Develops relationships with people from various areas of the University to maintain effective processes and a customer friendly environment.
- Manages special projects and peak events such as Check In and Out and other duties as assigned.
Minimum Qualifications
- Bachelor’s degree required.
- Minimum 5-7 years of related experience required. Strong preference for experience in management, facilities, student affairs, or hospitality.
- Requires strong supervisory experience with demonstrated ability to work independently, managing conflicting priorities, and meet deadlines.
- Requires experience with Microsoft Office Suite; Familiarity with StarRez Housing System, and Student Information Systems preferred.
- Must possess strong written and oral communication skills, attention to detail, and have a demonstrated ability to develop student relations.
- Strong organizational skills with ability to create efficient systems particularly utilizing data analysis.
- Ability to manage high-volume workload and manage concurrent projects, while working with multiple stakeholders and as part of a team.
- This position is considered essential and may be required to report or stay on campus in the event of emergency or closure.
- Position typically involves moderate physical activities including ability to perform manual work such as lifting, bending, pulling as well as travel across campus during extreme temperature and/or during inclement weather.
Preferred Qualifications
- Master’s degree preferred.
Equal Opportunity Employer / Disability / Veteran
Columbia University is committed to the hiring of qualified local residents.