University of Utah Front Desk Coordinator in Salt Lake City, Utah

Details

Open Date 03/19/2018

Requisition Number PRN16619B

Job Title Supervisor, Customer Service

Working Title Front Desk Coordinator

Job Grade C

FLSA Code Nonexempt

Patient Sensitive Job Code? No

Standard Hours per Week 40

Full Time or Part Time? Full Time

Shift Day

Work Schedule Summary

Most work hours will fall between 8am and 5pm Monday- Friday but outside commitments may include staff meetings, individual meetings with staff member, and otherHREevening and weekend commitments.

Supervision of staff members who work overnight shifts may require occasional late night/early mornings. The position supervises three 24 hour Front Desks and is expected to ensure coverage at all times.

On-Call Support after Business Hours. This position will serve as a resource to provide support to both full time and student staff. This includes a working understanding of Emergency Procedures for after-hours response and attendance.

VP Area Academic Affairs

Department 00307 - Housing & Residential Educ

Location Campus

City Salt Lake City, UT

Type of Recruitment External Posting

Pay Rate Range $15-16

Close Date

Open Until Filled Yes

Job Summary

The Front Desk Coordinator provides oversight and direction to three front desks located in the Peterson Heritage Center (PHC), the Donna Garff Marriott Honors Residential Scholars Community (MHC), and Lassonde Studios. The Front Desk Coordinator will oversee all operations at the front desks, including desk staff selection and training, staff scheduling, and resident services. In addition, this position will supervise six Student Managers and 45 desk assistants. The Front Desk Coordinator reports directly to the Assistant Director for Resident Services.

Housing & Residential Education’s Diversity Recruitment Statement

Housing & Residential Education and the University of Utah value interactions among individuals with varying traditions, cultures, identities, expressions, orientation, religious beliefs, economic backgrounds, and racial/ethnic origins. We strongly encourage applications from candidates who will share and explore this value with the team and with our residents.

Responsibilities

Supervision of Front Desk Staff (75%)

This position would have direct supervision of six Student Managers and 45 desk assistants.

1.Select, hire and train student staff for all of the front desks. Follow all policies & procedures for hiring as directed by HR E’s Staffing Coordinator. Responsible for overseeing high quality recruitment, hiring, evaluation, and

training of all staff, and for contributions to their personal and work-related development.

a.Provides a yearly evaluation for all desk assistants and student managers.

b.Follows up with all desk staff and student managers who have not met expectations of the position.

Holds all desk staff accountable for following policies & procedures of the work place.

2.Provide staff development, recognition, direction and training through bi-monthly desk and mailroom staff

meetings, semester trainings and any other meetings as seen fit.

3.Hold weekly meetings with Student Managers to provide guidance and direction.

4.Develop, implement, and update work standards and practices manuals for Student Managers and desk staff.

5.Makes annual P&P updates to ensure accurate records of all policies and procedures.

6.Create a smooth transition of services and staffing during academic year breaks, with emphasis on serving

Conference Services guests during the Summer Term.

7.Ensures customer satisfaction by analyzing customer complaints, concerns and suggestions. Provides

appropriate follow through to ensure quality customer service. Implements and administers new and existing

department programs and services to internal and external customers. Evaluates program effectiveness.

8.Assists with staffing and training of drop-in tours of Heritage Commons Residence Halls, the Donna Garff

Marriott Honors Residential Scholars Community, and Lassonde Studios.

Front Desk Operations (25%)

The Front Desk Coordinator is responsible for ensuring that thePHC,MHC, and Lassonde front desks are serving the needs of residents and patrons of each building.

1.Regularly assess the condition of thePHCand help schedule regular maintenance and upkeep of the building.

-Make daily visual inspections of areas for cleanliness, inventory, maintenance concerns, etc.

-Work with Assistant Director for Resident Services to purchase and upkeep equipment for resident use

-Stock desk supplies

2.Develop and maintain effective collaborative relationships with faculty, staff, and administration in order to

collaborate on initiatives that impactHREas well as utilize the full potential of campus resources available on the university ·campus with special emphasis on the following: University Guest House and Conference Services, Admissions, University Dining Services, Marriott Library, Ucard (campus one-card system) etc.

3.Maintain efficient systems for resident services, including usage of music and dance rooms, lost and found processes, and locked out support.

4.Serve as a member of the Peterson Heritage Center Advisory Board.

Background Check

A successful background check is required before a formal offer of employment can be made for this position.

This job description is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.

Work Environment and Level of Frequency typically required

Nearly Continuously: Office environment.

Physical Requirements and Level of Frequency that may be required

Nearly Continuously: Sitting, hearing, listening, talking.

Often: Repetitive hand motion (such as typing), walking.

Seldom: Bending, reaching overhead.

Minimum Qualifications

Associate degree in a business-related field or equivalency; two years full-time customer service; supervisory experience or equivalency; and demonstrated effective human relations and communication skills required.

Bachelor’s degree in a business related field and cash handling experience preferred.

Department Specific Qualifications

1.Bachelor’s degree in a business-related field or equivalency; two years full-time customer service; supervisory experience or equivalency; and demonstrated effective human relations and communications skills required.

2.Knowledge of supervisory principles and practices.

3.Ability to work effectively in a diverse, fast-paced environment.

4.Ability to manage several projects at once, keep projects moving forward, and take the initiative to fulfill job duties beyond a basic understanding of individual tasks.

5.Ability to work independently and work well on a team.

6.Proficient user of Microsoft Word, Outlook, and Excel, as well as comfort with learning new computer software programs.

7.Demonstrated ability to work collaboratively across functional and positional lines.

8.Demonstrated interpersonal, oral and written communication skills.

Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.

Preferences

1.Previous supervision experience.

2.Knowledge of and experience within Student Affairs, particularly with customer service or front desk operations.

Type Benefited Staff

Special Instructions Summary

Priority review date: 3/31/2018

Additional Information

The University of Utah is an Affirmative Action/Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, University of Utah policy of equal employment opportunity prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran’s status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities, and protected veterans are strongly encouraged to apply. Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law.

To inquire about this posting, email: employment@utah.edu or call 801-581-2300. Reasonable accommodations in the application process will be provided to qualified individuals with disabilities. To request an accommodation or for further information about University AA/EO policies, please contact the Office of Equal Opportunity and Affirmative Action, 201 S. Presidents Cr., Rm 135, (801) 581-8365 (V/ TDD ), email: oeo@umail.utah.edu .

The University is a participating employer with Utah Retirement Systems (“URS”). To be eligible for retirement contributions, you must be hired into a benefit-eligible position. Certain new hires are automatically assigned to the URS retirement plan and other employees with prior URS service, may elect to enroll in the URS within 30 days of hire. Regardless of whether they are hired into a benefit-eligible position or not, individuals who previously retired and are receiving monthly retirement benefits from URS must notify the Benefits Department upon hire. Please contact Utah Retirement Systems at (801)366-7770 or (800)695-4877 or the University’s Benefits Department at (801)581-7447 for information.

This position may require the successful completion of a criminal background check and/or drug screen.