Manager, Residential Desk Operations

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The University of Miami is home to nearly 16,000 undergraduate and graduate students from every state in the nation and 140 nations around the world. The Department of Housing and Residential Life is home to an extensive and diverse residential program featuring seven residential communities.

The cornerstone of the residential program is a system of five residential colleges that blend the Oxford and Cambridge tradition of live-in faculty with the American commitment to student development and academic success. Residential Colleges range in size from 400 - 700 students.

The University also offers University Village, an apartment area housing approximately 800 upper-class students and Lakeside Village offering suite/apartment style living that houses approximately 1100 sophomore and above students. We strive to fulfill our vision - Student Housing for Student Success.

General Description (Purpose and Function)

This position ensures that the area desk operations across campus provide a consistent high level of customer service. The position will provide direction to residential area desk management, access management, residential customer service, Uprint management, and staff recruitment and training. This position will supervise student staff Desk Supervisors and Desk Assistants. This position will be responsible for maintaining and implementing policies and procedures to support a consistent experience across campus. The position reports to the Assistant Director of Residential Area Operations.

Primary Duties and Responsibilities

• Serves as lead for recruitment, training, and evaluations for all Desk Supervisors and Desk Assistants.
• Supervises all residential area Desk Supervisors and Desk Assistants (~75 student employees).
• Routinely conducts area walks to provide presence and monitor facility concerns.
• Develop and maintain area desk manuals.
• Directly oversees Uprint operations across all residential areas.
• Responsible for addressing operational concerns in a timely manner including but not limited to access management, scheduling, and software issues.
• Conduct desk staff meetings at least once a month to address scheduling coverage, provide on-going training and development, and respond to any other desk-related matters.
• Liaise with departmental strategic capital planning and facilities unit to support the maintenance and upkeep of the lobby and desk areas.
• Promote an atmosphere of exceptional customer service.
• Serve as departmental representative for area desk operations escalations by assisting in addressing student, parent, and campus partner questions/concerns.
• Assist students and staff with handling emergency situations by reporting concerns in a timely manner.
• Assists in conducting ongoing assessment of systems and practices to continually improve both the effectiveness and efficiency of operations.
• Communicates regularly with area desks to ensure a consistent customer service and response.
• Provide administrative support to area operations through completing special projects assigned by the Associate Director of Residential Area Operations and Assistant Director of Residential Area Operations.
• During peak periods, provide support to additional residential life administrative operations.

This position utilizes the following software platforms

• StarRez
• Qualtrics
• Workday
• When I Work
• Teams
• Microsoft Office
• CS Gold
• Onity

Knowledge, Skills, and Abilities

• Excellent interpersonal and customer service skills
• Ability to work independently without close supervision
• Ability to manage multiple priorities/tasks and use good judgment in effectively and efficiently organizing work to meet established deadlines
• Strong organizational skills with attention to detail
• Intermediate level user in Microsoft Office (Outlook, Word, Excel, and PowerPoint)
• Skill in interpreting and applying departmental policies and procedures
• Ability to enter and verify information with accuracy at a reasonable rate of speed
• Ability to utilize computerized information systems
• Ability to understand and follow oral and written instructions
• Skill in data entry or typing
• Ability to establish and maintain effective work relationships
• Ability to travel between all residential areas on a weekly and sometimes daily basis

Education & Work Experience Requirements

• Three (3) to five (5) years of work experience
• Bachelor's degree preferred or 4+ additional years of work experience

Work Schedule

• There is an opportunity to set standard hours between 7:30am and 10:00pm, maintaining 7.5 hours per day Monday-Friday, and ensuring most standard work hours fall within the University's standard workday.
• Occasional nights and weekends may be required during peak periods such as opening and closing.

Additional information

• The University of Miami is recognized as one of the nation's premier research institutions and academic health systems and is among the largest employers in South Florida.
• With more than 20,000 faculty and staff, the University is committed to excellence and guided by a mission to positively impact the lives of students, patients, and communities locally and globally.
• We are dedicated to fostering a culture where every individual feels valued and empowered to contribute meaningfully. United by shared values, the University community works together to build an environment defined by purpose, collaboration, and service.
• Job Status: Full time
• Employee Type: Staff