Residential Services Manager, Residential & Hospitality Services

Job Description Summary

The Residential Services Manager (RSM) will have full responsibility for one of twelve Information Centers (IC) in the College Houses and serve as part of a team responsible for the safety, appearance, and overall condition of the building.

This individual will manage a front-line resident and guest services operation serving varied Residential & Hospitality Services (RHS) customers. The IC will operate 7 days/week, 24 hours/day, including national holidays and recognized University holidays. The RSM will assist in developing information, communication and customer service delivery strategies for all 12 ICs while promoting a positive image and act as an ambassador to the University. The RSM will be responsible for developing positive working relationships with colleagues and critical members of other departments such: College Houses and Academic Services (CHAS) and Facilities and Real Estate Services (FRES).

The RSM will also be expected to maintain ongoing communications regarding activities and events serving the communities in his/her designated building. The incumbent will have the autonomy and authority to make daily decisions in order to provide better service and to meet the needs of their customers.

Job Responsibilities

• Responsible for one of twelve Information Centers (IC) in the College Houses and Sansom Place and serve as part of a team responsible for the safety, appearance and overall condition of the building.
• Manage a front-line resident and guest services operation serving varied Residential and Hospitality Services customers. The IC will operate 7 days/week, 24 hours/day, including national holidays and recognized University holidays.
• Assist in developing information, communication and customer service delivery strategies for all 12 ICs.
• Promote a positive image of RSM and act as an ambassador to the University.
• Responsible for developing positive working relationships with colleagues and critical members of other departments such: College Houses and Academic Services (CHAS) and Facilities and Real Estate Services (FRES).
• Expected to maintain ongoing communications regarding activities and events serving the communities in his/her designated building.
• Manage a team of student workers (Residential Operations Assistants)

Qualifications & Requirements

• High school diploma or equivalent required, with 1 to 2 years of progressive customer service experience, preferably in an academic setting, or equivalent combination of education and experience.
• Has above-average oral and written communications skills, as well as interpersonal and organizational skills with an understanding of and deep commitment to service excellence and customer focus.
• Is proficient in workplace computing: word processing, spreadsheet and database management, Microsoft Office applications, and Internet.
• Possesses desire to work in a university setting, with students and in a service-oriented organization.
• Demonstrates the ability to work independently while functioning as part of a team.
• Experience in hiring, training, supervising and evaluating student staff and/or part-time staff preferred.
• Must have the ability to work in a fast-paced, high-pressure environment.
• Ability to function with a high level of service with attention to detail and the ability to handle multiple tasks simultaneously.
• Possess the ability to make sound professional judgments.
• Must be dependable and flexible.
• Must be able to develop good working relationships with colleagues, faculty, staff, and students.
• Possesses interest in working in a diverse University setting with much student contact.

The successful individual is expected to support the Department's efforts to foster a living environment that is supportive and productive to all groups and individuals at Penn, regardless of their race, sex, nationality, religion, sexual orientation, or disability.

Working Conditions

Office, Library, Computer room, Alternative work schedules or on-call

Physical Effort

Typically sitting at a desk or table; Standing or walking, bending, crouching, stooping; Occasional lifting 25 - 50 lbs.

Department / School

Residential and Hospitality Services

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