Residential Services Manager, Residential & Hospitality Services

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 acting as an ambassador for the University. The RSM will work closely with various departments to foster positive relationships and maintain effective communication regarding community activities and events.

Responsibilities

• Manage one of twelve Information Centers in the College Houses and Sansom Place.
• Oversee a front-line resident and guest services operation that operates 24/7.
• Develop information, communication, and customer service delivery strategies for all Information Centers.
• Promote a positive image of the Residential Services Manager and act as an ambassador for the University.
• Build positive working relationships with colleagues and critical members of other departments.
• Maintain ongoing communications regarding activities and events 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.
• Above-average oral and written communication skills.
• Strong interpersonal and organizational skills with a commitment to service excellence.
• Proficient in workplace computing, including Microsoft Office applications.
• Desire to work in a university setting with students.
• Ability to work independently and as part of a team.
• Experience in hiring, training, supervising, and evaluating student staff preferred.
• Ability to work in a fast-paced, high-pressure environment.
• Strong attention to detail and ability to handle multiple tasks simultaneously.

Nice-to-haves

• Experience in a university setting.
• Knowledge of residential services operations.

Benefits

• Comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits.
• Tuition assistance for employees, spouses, and dependent children.
• Generous retirement plans with various investment options.
• Substantial time away from work for personal needs.
• Long-term care insurance options for faculty and staff.
• 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 qualified expenses.