Residential Services Manager, Residential and Hospitality Services

$37,398 - $43,680/Yr

University of Pennsylvania - Philadelphia, PA

Full-time - Entry Level

Philadelphia, PA

Educational Services

About the position

The Residential Services Manager (RSM) at the University of Pennsylvania is responsible for overseeing one of the twelve Information Centers within the College Houses, ensuring the safety, appearance, and overall condition of the building. This role involves managing a front-line resident and guest services operation, developing customer service strategies, and fostering positive relationships with various departments. The RSM is also expected to work during emergencies and peak activity periods, acting as an ambassador for the University and maintaining effective communication with the community.

Responsibilities

• Manage one of twelve Information Centers in the College Houses and Sansom Place.
• Oversee a front-line resident and guest services operation serving Residential and Hospitality Services customers.
• Develop information, communication, and customer service delivery strategies for all 12 Information Centers.
• Promote a positive image of the Residential Services Manager and act as an ambassador to the University.
• Develop positive working relationships with colleagues and critical members of other departments such as College Houses and Academic Services and Facilities and Real Estate Services.
• Maintain ongoing communications regarding activities and events serving the communities in the designated building.
• Manage a team of student workers (Residential Operations Assistants).

Requirements

• High school diploma or equivalent required.
• 1 to 2 years of progressive customer service experience, preferably in an academic setting, or equivalent combination of education and experience.
• Above-average oral and written communication skills, as well as interpersonal and organizational skills.
• Proficient in workplace computing: word processing, spreadsheet and database management, Microsoft Office applications, and Internet.
• Desire to work in a university setting, with students and in a service-oriented organization.
• Ability to work independently while functioning as part of a team.
• Experience in hiring, training, supervising, and evaluating student staff and/or part-time staff.
• Ability to work in a fast-paced, high-pressure environment.
• Ability to function with a high level of service with attention to detail and handle multiple tasks simultaneously.
• Ability to make sound professional judgments.
• Dependable and flexible.
• Ability to develop good working relationships with colleagues, faculty, staff, and students.

Nice-to-haves

• Interest in working in a diverse University setting with much student contact.

Benefits

• Comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits.
• Tuition assistance for employees, spouses, and dependent children.
• Generous retirement plans including Basic, Matching, and Supplemental retirement plans.
• Substantial time away from work for personal needs.
• Long-term care insurance for faculty and staff and eligible family members.
• Wellness and work-life resources to support health and balance.
• Professional and personal development resources.
• Access to University resources and cultural activities.
• Discounts on goods and services for faculty and staff.
• Flexible work hours and options for work-life balance.
• Forgivable loan for home buying or improvements in West Philadelphia.
• Adoption assistance for legal adoption expenses.