Building Operations Coordinator; Residential & Hospitality Services, Division of Business Services

Job Description Summary

The Building Operations Coordinator (BOC) provides front-line operational leadership and customer service support for one of eleven College House Information Centers (ICs). During business hours, the BOC has full responsibility for assisting in their assigned IC. During non-business hours, the BOC assumes Residential Services Manager (RSM) responsibilities for all ICs in support of the Housing Manager on Duty (HMOD).

The BOC is part of a team responsible for the safety, appearance, and overall condition of College House facilities and plays a critical role in managing student staffing, facilities coordination, and resident and guest services. This role serves as an ambassador for Residential & Hospitality Services and the University of Pennsylvania, building strong working relationships with internal and external partners including College Houses and Academic Services (CHAS) and Facilities and Real Estate Services (FRES).

The BOC is designated as University "essential" personnel and is granted the autonomy and authority to make daily operational decisions to ensure service excellence and meet the needs of customers. Information Centers operate 24 hours a day, 7 days a week, including national and University holidays.

Job Responsibilities

• Maintain current information on all student assignments within the assigned Information Center using StarRez
• Assist with processing move-ins, move-outs, and room turnovers
• Identify, report, and track facilities concerns through appropriate Facilities and Real Estate Services (FRES) channels and follow up as needed
• Conduct daily or as-needed building condition inspections as directed
• Assist with the development and implementation of tracking and reporting systems used for security and guest services
• Develop and implement plans to serve as a source of information for activities, classes, seminars, house activities, and events across residential communities
• Maintain consistent communication with colleagues and key personnel within and outside the department
• Communicate with residents and staff regarding reported issues or concerns and provide timely follow-up and updates
• Demonstrate familiarity with departmental technologies and systems
• Report malfunctioning building equipment, including safety and security systems, turnstiles, exit gates, doors, and telephones, through appropriate channels and follow up as necessary
• Monitor desk supplies, inventories, and services to ensure equipment is available, functional, and used appropriately
• Maintain full responsibility for staffing, including hiring, training, supervising, evaluating, and scheduling student and part-time staff
• Ensure Information Center staff understand and comply with RHS, CHAS, and University of Pennsylvania policies and procedures
• Submit weekly payroll for student and part-time staff as required
• Serve as the primary contact for Information Center staffing issues during assigned after-hours coverage
• Review schedules and contact students who fail to report for scheduled shifts
• Coordinate Allied coverage or student floaters in the event of no-shows or call-outs
• Receive inventories and handle perishable deliveries for building tenants
• Assist in planning and implementing activities related to the opening and closing of the academic year, including room and common area readiness, inspections, administrative paperwork, key management, staff scheduling, and resident check-in and check-out processes
• Coordinate appropriate response during emergency situations, including contacting security, FRES, medical transport, or other entities as needed
• Document incidents and actions taken for follow-up
• Perform seasonal, project-based, or redeployed duties as required
• Perform additional duties as assigned

Qualifications

• High school diploma or equivalent
• Five to seven years of progressive customer service experience, preferably in an academic setting or an equivalent combination of education and experience
• Above-average oral and written communication skills
• Strong interpersonal and organizational skills with a demonstrated commitment to service excellence and customer focus
• Proficiency in workplace computing, including word processing, spreadsheets, database management, Microsoft Office applications, and internet-based tools
• Ability to work independently while functioning effectively as part of a team
• Experience hiring, training, supervising, and evaluating student and/or part-time staff
• Ability to function effectively in a fast-paced, high-pressure environment
• Strong attention to detail and ability to manage multiple tasks simultaneously
• Sound professional judgment
• Dependable, flexible, and adaptable to changing operational needs
• Ability to develop positive working relationships with colleagues, faculty, staff, and students
• Interest in working in a diverse university environment with significant student contact

Scheduled Hours

• Four days per week: 12:00 PM - 9:00 PM One day per week: 9:00 AM - 6:00 PM (to attend key meetings; day determined by department schedule).
• Schedule subject to change based on departmental needs.

Pay Range

$21.15 - $26.25 Hourly Rate

Job Location - City, State

Philadelphia, Pennsylvania

Department / School

Residential and Hospitality Services