Hospitality Operations Assoc

Job Summary

Located in Salt Lake City, the University of Utah is a public, 4-year institution committed to providing an exceptional academic and co-curricular experience for students and the University community. The “U” is a Big 12 Conference institution with over 33,000 students. Housing & Residential Education houses more than 5,000 residents and continues to grow, with new buildings planned as part of the Campus Master Plan.

Housing & Dining Programs and the University of Utah value interactions among individuals with varying traditions, cultures, identities, expressions, orientations, 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.

The Hospitality Operations Associate - Lower Campus is a full-time professional staff position within Housing & Dining Programs and the Auxiliary Division at the University of Utah.

Reporting to the Senior Hospitality Operations Manager for Resident Services, the Hospitality Operations Associate supports the daily operations of the hospitality desk at Kahlert Village and other lower campus desks. This position ensures the delivery of high-quality customer service to residents, guests, and campus partners while maintaining efficient front desk operations including access management, package and mail services, and resident support.

The Hospitality Operations Associate provides day-to-day operational support for the desk and serves as a professional staff presence providing supervision and mentorship of student desk employees. This role plays an important part in maintaining consistent service standards and supporting key operational periods including move-in, move-out, break housing, and summer conference operations.

Responsibilities

Front Desk Operations

• Provide exceptional customer service to residents, guests, and campus partners utilizing the hospitality desk.
• Serve as a point of contact for residents seeking assistance, information, or support.
• Maintain consistent front desk coverage and support operational continuity as the desk is considered an essential service.
• Assist with general desk operations including guest inquiries, resident assistance, and administrative tasks.

Access and Key Management

• Assist with the distribution, tracking, and management of building keys and access cards.
• Maintain accurate records related to access control and key management.
• Support lockout assistance and access-related service requests.

Package and Mail Services

• Assist in the receipt, organization, and distribution of resident packages and mail.
• Maintain organized and secure package storage areas.
• Support accurate logging and tracking of deliveries.

Student Staff Support

• Provide mentorship, guidance, and operational support to student desk employees.
• Assist with training programs, staff orientations, and ongoing development of student staff.
• Communicate operational concerns or performance issues with supervisors.

Operational Support

• Maintain constructive communication with supervisors, student leaders, and Housing staff.
• Document incidents, operational issues, and service concerns as appropriate.
• Identify and report maintenance or custodial needs within the facility.
• Participate in departmental meetings, training programs, and operational planning activities.

Policy and Compliance

• Maintain confidentiality of student records and information in accordance with FERPA.
• Uphold all University of Utah Housing & Dining Programs policies and procedures.
• Demonstrate professionalism, integrity, teamwork, and a strong commitment to service.

Opening and Closing Support

• Provide support during departmental opening and closing operations for Fall, Spring, and Summer terms.
• Assist with operational preparation for move-in, move-out, break housing, and summer conference guests.

Minimum Qualifications

EQUIVALENCY STATEMENT: 1 year of higher education can be substituted for 1 year of directly related work experience (Example: bachelor's degree = 4 years of directly related work experience). Supervisor, Customer Service Management: Requires a bachelor's (or equivalency) + 2 years of directly related work experience or a master's (or equivalency) degree.