Senior Residential Service Manager - Residential and Hospitality Services

$42,536 - $54,080/Yr

Hospital Of The University Of Pennsylvania - Philadelphia, PA

Part-time - Mid Level

Philadelphia, PA

Hospitals

About the position

The Senior Residential Services Manager (Sr. RSM) will oversee the operations of up to two Information Centers, focusing on planning, implementing processes, staffing, and managing front-line resident and guest services. This role is critical as the Sr. RSM will be considered essential personnel for the University, expected to work during emergencies or when normal campus operations are suspended, such as during inclement weather. Additionally, the position requires flexibility to work outside regular hours during peak activity periods, such as move-in days, with timely communication regarding any modified work schedules. The Sr. RSM will be part of a team dedicated to maintaining the safety, appearance, and overall condition of the building. This includes managing a 24/7 operation that serves a diverse clientele within Residential and Hospitality Services, ensuring that services are available every day of the week, including national and recognized University holidays. The role also involves developing effective communication and customer service strategies for all Information Centers, promoting a positive image of the services provided, and acting as an ambassador for the University. In this position, the Sr. RSM will be responsible for fostering positive working relationships with colleagues and key stakeholders, including departments such as College Houses and Academic Services (CHAS) and Facilities and Real Estate Services (FRES). Ongoing communication regarding activities and events within the designated buildings is essential. The Sr. RSM will also manage a team of student workers, providing guidance and support to ensure high-quality service delivery.

Responsibilities

• Manage up to 2 Information Centers, including planning and implementing processes.
• Oversee front-line resident and guest services operations, ensuring 24/7 availability.
• Develop information, communication, and customer service delivery strategies for all Information Centers.
• Promote a positive image of Residential and Hospitality Services and act as an ambassador to the University.
• Build and maintain positive working relationships with colleagues and critical members of other departments.
• Maintain ongoing communications regarding activities and events in designated buildings.
• Manage a team of student workers, including hiring, training, and evaluating performance.
• Assist in planning and implementing improvements and special projects in service delivery.

Requirements

• An associate degree or two-year college degree is required.
• 2 to 3 years of relevant experience or an equivalent combination of education and experience.
• BA/BS degree or equivalent preferred.
• Excellent decision-making skills and ability to work independently with limited supervision.
• Knowledge of office procedures and equipment is required.
• Demonstrated ability to manage multiple projects simultaneously.
• Proficiency in workplace computing: word processing, spreadsheet, database, and web applications.
• Excellent written, organizational, and verbal communication skills required.
• Ability to handle sensitive material and information confidentially.
• Desire to work in a university setting and with students in a service-oriented organization.
• Supervisory experience necessary.
• Ability to work in a fast-paced, high-pressure environment with attention to detail.

Nice-to-haves

• Experience in hiring, training, supervising, and evaluating student and part-time staff.
• Ability to function with a high level of service and handle multiple tasks simultaneously.
• Dependability and flexibility in work schedule.

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 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 and special services for faculty and staff.
• Flexible work options to promote work-life balance.
• Forgivable loan for home buying or improvements for eligible employees.
• Adoption assistance for qualified expenses related to legal adoption.