Residential Services Manager, Residential and Hospitality Services

Job Details

Residential Services Manager, Residential and Hospitality Services

University Overview

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn's distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America's Best Large Employers in 2023.

Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.

The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.

Posted Job Title
Residential Services Manager, Residential and Hospitality Services

Job Profile Title
Customer Service Assistant Senior

Job Description Summary
The Residential Services Manager (RSM) is responsible for the daily operation of one of twelve Information Centers (ICs) located in Penn's College Houses and Sansom Place. Serving as a key front-line manager, the RSM oversees resident and guest services, ensures the safety and condition of the building, and contributes to the overall delivery of Residential & Hospitality Services (RHS).

This role manages a team of student staff and is a vital part of a collaborative team that develops service strategies for all ICs. The RSM promotes a positive image of the University, maintains strong working relationships with key campus partners-including College Houses and Academic Services (CHAS) and Facilities and Real Estate Services (FRES)-and communicates regularly with residents regarding community activities and services.

The RSM is designated essential personnel, required to work during campus closures (e.g., inclement weather, emergencies) and to adjust schedules during peak operations (e.g., move-in).

Key Responsibilities

• Manage operations of one Information Center (IC), ensuring 24/7 service coverage, including weekends and University holidays.
• Oversee resident and guest services, ensuring professional, high-quality, and responsive customer service.
• Assist in developing communication, information, and service delivery strategies for all 12 ICs.
• Promote a positive image of RHS and serve as an ambassador for the University.
• Build and maintain collaborative relationships with CHAS, FRES, and other University departments.
• Communicate with residents regarding events, services, and activities within the building community.
• Recruit, hire, train, supervise, and evaluate student staff (Residential Operations Assistants).
• Ensure adherence to University policies and safety protocols, while exercising sound professional judgment.
• Respond to emergencies, serve as essential personnel, and adapt schedules during peak operational periods.

Qualifications & Requirements

• High school diploma or equivalent required; 1-2 years of progressive customer service experience (preferably in an academic setting) or equivalent combination of education and experience.
• Strong oral and written communication skills, with proven ability to foster positive constituent relationships.
• Proficiency in Microsoft Office applications, database management, and internet-based systems.
• Demonstrated ability to work independently while contributing to a collaborative team environment.
• Experience hiring, training, and supervising student or part-time staff preferred.
• Strong organizational skills, with the ability to manage multiple priorities in a fast-paced, high-pressure environment.
• Dependable, flexible, and able to work with diverse populations of students, faculty, and staff.
• Ability to lift 25-50 lbs. and work in an environment that requires walking, bending, and standing.
• Commitment to fostering an inclusive living and learning environment supportive of all individuals, regardless of race, sex, nationality, religion, sexual orientation, or disability.

Working Conditions

• Environment: Office, computer room, front-line customer service area.
• Schedule: Alternative schedules, on-call responsibilities, and extended hours during peak periods.
• Physical Effort: Sitting, standing, walking, bending, crouching, and occasional lifting of 25-50 lbs.