Guest Services Manager, Tinkham Veale Center

Overview Case Western Reserve University is committed to providing a transparent estimate of the salary for this position at the time of its posting. The starting wage rate is $19.32 per hour, depending on qualifications, experience, department budgets, and industry data. Employees receive more than just a paycheck. University employees enjoy a comprehensive benefits package that includes excellent healthcare, retirement plans, tuition assistance, paid time off, and a winter recess.

POSITION OBJECTIVE

The Guest Services Manager serves as the Tinkham Veale University Center's on-site manager, responsible for successful event hospitality. They will be the welcoming face of our department and leverage the full potential of the University Center. The incumbent will assist clients during special events, providing an exceptional experience to all guests. They will also facilitate the effective operation of the information desk and supervise facility operations and staff during assigned hours. Essential Functions Serve as the primary point-of-contact for clients on the day of their event. After reviewing all event contract details, ensure all parameters are met and the client 0is satisfied. Ensure all equipment is set up and all audio/visual requests are operating in every event space within the University Center. Coordinate with campus partners (Bon App E9tit Catering Company, MediaVision, Parking Services, Security, Custodial Services, etc.) to fulfill responsibilities. Interpret policies and make adjustments that meet client needs while maintaining low risks and expenses. (30%) Maintain the University Center's information desk in a professional and welcoming manner, proactively engaging guests and giving tours of the facility when requested. Answer all phone calls for the facility, respond to questions, and direct calls as needed. Monitor and respond to all University Center emails in a timely fashion. Accept deliveries, maintain a collection of lost/found items, and keep an inventory of equipment and supplies. (30%) Assist in making room reservations within the University Center. Ensure all reservations in the Event Management System (EMS) have full details with regards to setup needs, equipment, audio/visual requests, catering, parking, and additional services. May assist guests with scheduling a walk-up reservation in an open room. (15%) Direct the student events crew to ensure all spaces are set up correctly. Assist in training and evaluating team members, planning work assignments with an eye toward student learning development theory and experiential learning. Use coaching philosophy to mentor student staff members, ensuring they are executing all responsibilities and meeting contract details with a high level of customer service and professionalism. (15%) Monitor the physical environment of the University Center. Ensure a safe, clean, well-maintained, and healthy space for guests; address or escalate unsafe issues immediately. Reconfigure furniture for scheduled events, receive issues, and submit work and maintenance requests while tracking completion. Prepare damage and cleaning reports after events as needed. Propose adjustments or new policies to enhance client or staff experiences. (10%) Nonessential Functions Perform other duties as assigned. (5%) Contacts Department: Daily contact with department staff University: Daily contact with other University departments External: Daily contact with clients, vendors, contractors, guests Students: Daily contact with student staff Supervisory Responsibilities The Guest Services Manager will indirectly supervise up to 10 student staff members. Qualifications Experience: 2 to 3 years of related experience with a focus on customer service and event management Education: High school education required. Bachelor's degree preferred. Required Skills Heartfelt commitment to an exceptional client experience Friendly and outgoing personality Effective and engaging communication and interpersonal skills Strong organizational and time management skills Strong attention to detail Ability to meet deadlines under pressure Ability to exercise independent judgment and work autonomously Ability to demonstrate creativity and flexibility in working on various events Thorough understanding of campus and University Center policies Working knowledge of computer software, including EMS (or other event scheduling system), Microsoft Office Suite, Gmail, and other Google software products Demonstrated history of successful support, education, and advocacy for all students, aligned with the values, mission, and messaging of the university, while adhering to the staff policy on conflict of commitment and interest Ability to meet consistent attendance Ability to interact with colleagues, supervisors, and customers face to face Willingness to learn and utilize Artificial Intelligence (AI). Working Conditions The Guest Services Manager will work at the Information Desk inside the University Center, with no exposure to hazardous materials. They will travel frequently between floors and rooms and must possess the ability to lift/carry up to 50 lbs. There may be extended periods of time where walking or standing is expected. This position will work weekdays between the hours of 2 to 10 p.m. and share rotating weekend on-call coverage with other staff members. Case Western Reserve University is an equal opportunity employer. All applicants are protected under federal and state laws and university policy from discrimination based on race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, protected veteran status, disability, age and genetic information. Case Western Reserve University provides reasonable accommodations to applicants with disabilities. Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the Office of Equity at View phone number on click.appcast.io to request a reasonable accommodation. Determinations as to granting reasonable accommodations for any applicant will be made on a case-by-case basis. #J-18808-Ljbffr Case Western Reserve University