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).

Job Description

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.

About Residential & Hospitality Services (RHS)

Residential & Hospitality Services (RHS) is one of 17 departments within Penn’s Division of Business Services (BSD). RHS oversees on-campus housing and dining services, as well as conferences, programs, and events hosted at Penn. Residential Services administers housing-related services across 12 College Houses and Sansom Place West, serving as a critical partner in providing students and guests with services that support both living and learning.

Job Location - City, State

Philadelphia, Pennsylvania

Department / School

Residential and Hospitality Services

Pay Range

$19.32 - $23.50 Hourly Rate

Salary offers are made based on the candidate’s qualifications, experience, skills, and education as they directly relate to the requirements of the position, and in alignment with salary ranges based on external market data for the job’s level. Internal organization and peer data at Penn are also considered.

Equal Opportunity Statement

The University of Pennsylvania is an equal opportunity employer. Candidates are considered for employment without regard to race, color, sex, sexual orientation, religion, creed, national origin (including shared ancestry or ethnic characteristics) , citizenship status, age, disability, veteran status or any class protected under applicable federal, state or local law .

Special Requirements Background checks may be required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.

University Benefits

• Health, Life, and Flexible Spending Accounts : Penn offers comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits to protect you and your family’s health and welfare. You can also use flexible spending accounts to pay for eligible health care and dependent care expenses with pre-tax dollars.

• Tuition : Take advantage of Penn's exceptional tuition benefits . You, your spouse, and your dependent children can get tuition assistance here at Penn. Your dependent children are also eligible for tuition assistance at other institutions.

• Retirement: Penn offers generous retirement plans to help you save for your future. Penn’s Basic, Matching, and Supplemental retirement plans allow you to save for retirement on a pre-tax or Roth basis. Choose from a wide variety of investment options through TIAA and Vanguard.

• Time Away from Work: Penn provides you with a substantial amount of time away from work during the course of the year. This allows you to relax, take vacations, attend to personal affairs, recover from illness or injury, spend time with family—whatever your personal needs may be.

• Long-Term Care Insurance: In partnership with Genworth Financial, Penn offers faculty and staff (and your eligible family members) long-term care insurance to help you cover some of the costs of long-term care services received at home, in the community or in a nursing facility. If you apply when you’re newly hired, you won’t have to provide proof of good health or be subject to underwriting requirements. Eligible family members must always provide proof of good health and are subject to underwriting.

• Wellness and Work-life Resources : Penn is committed to supporting our faculty and staff as they balance the competing demands of work and personal life. That’s why we offer a wide variety of programs and resources to help you care for your health, your family, and your work-life balance.

• Professional and Personal Development: Penn provides an array of resources to help you advance yourself personally and professionally.

• University Resources: As a member of the Penn community, you have access to a wide range of University resources as well as cultural and recreational activities. Take advantage of the University’s libraries and athletic facilities, or visit our arboretum and art galleries. There’s always something going on at Penn, whether it’s a new exhibit at the Penn Museum, the latest music or theater presentation at the Annenberg Center, or the Penn Relays at Franklin Field to name just a few examples. As a member of the Penn community, you’re right in the middle of the excitement—and you and your family can enjoy many of these activities for free.

• Discounts and Special Services : From arts and entertainment to transportation and mortgages, you'll find great deals for University faculty and staff. Not only do Penn arts and cultural centers and museums offer free and discounted admission and memberships to faculty and staff. You can also enjoy substantial savings on other goods and services such as new cars from Ford and General Motors, cellular phone service plans, movie tickets, and admission to theme parks.

• Flexible Work Hours: Flexible work options offer creative approaches for completing work while promoting balance between work and personal commitments. These approaches involve use of non-traditional work hours, locations, and/or job structures.

• Penn Home Ownership Services: Penn offers a forgivable loan for eligible employees interested in buying a home or currently residing in West Philadelphia, which can be used for closing costs or home improvements.

• Adoption Assistance: Penn will reimburse eligible employees on qualified expenses in connection with the legal adoption of an eligible child, such as travel or court fees, for up to two adoptions in your household.

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The University of Pennsylvania’s special character is reflected in the wide variety of backgrounds, experiences, and perspectives of the Penn community. We seek talented faculty and staff who will constitute a vibrant community and help create an educational and working environment that best supports the University’s commitment to excellence in teaching, research, and scholarship. The University of Pennsylvania is an equal opportunity employer. Candidates are considered for employment without regard to race, color, sex, sexual orientation, religion, creed, national origin (including shared ancestry or ethnic characteristics), citizenship status, age, disability, veteran status, or any class protected under applicable federal, state or local law.