Front Desk Coordinator

Department IUB HOTEL (BA-IUBH-IUBLA) Department Information Indiana University (IU) Hospitality infuses IU's beautiful campus with vibrant life, creating a home away from home for visitors and the IU community alike. From our space in the Indiana Memorial Union (IMU), hospitality staff serve thousands of guests each year through professional dining and retail operations and catered events, conferences, and celebrations, keeping our spaces clean, our food tasty, and our customers happy. The 189-room IU Biddle Hotel is the largest hotel in Bloomington, Indiana, the only hotel on campus, and a living embodiment of Hoosier hospitality. Visitors enjoy upscale, convenient accommodations and parking as well as on‑site amenities—including the Vault Pub, live music, bowling, Starbucks, a 2‑level bookstore, charming outdoor dining spaces, and international food from local restaurants—all in the heart of campus, steps away from the best dining, shopping, arts, and entertainment at IU and in the city of Bloomington. Job Summary Department‑Specific Responsibilities Manages complex hotel group reservations in Hotel Property Management Systems. Serves as a trainer for new part‑time and full‑time front desk coordinators for operations at the front desk. Works with Front Desk Manager on feedback and task assignments for part‑time staff. Applies advanced deposit to future reservations on high demand dates. Displays moderate decision‑making for upgrades and complimentary amenities for guest recovery and VIP guest enhancement. Acts as guest services leader at the front desk for any guest issue and works to anticipate future problems or requests. May provide guidance to part‑time and student staff in the absence of a manager. Fulfills duties as assigned from direct supervisor. Resolves guest issues negatively affecting the guest's stay and overall impression of IU. Ensures that all guests are assisted in a timely and friendly manner, and coordinates breaks to ensure proper coverage is maintained to assist guests. Corresponds with guests and prospective guests through various electronic correspondence channels. Applies payments, handles credit card and cash payments, and posts charges to guest folios. Responsible for cross promotion of IMU Dining Facilities. Reports end of day, basic number reconciliation. Checks accuracy of rates and charges for guests' folios. Prepares reports and assignments for the upcoming day. General Responsibilities Performs tasks related to day‑to‑day hotel operations, including the check‑in/out of guests, answering telephone and email inquiries, making reservations, and providing information to guests. Resolves guest issues, escalating complex issues as needed. Delegates tasks related to room preparation to other hotel staff, including temporary, housekeeping, and maintenance staff. May assist with general cleanup and upkeep of hotel lobby space, including changing trash bins, wiping, and dusting hard surfaces, or cleaning up spills. Provides directions and general information to Indiana Memorial Union visitors. May provide guidance to lower‑level Front Desk Coordinators or temporary staff. Qualifications Combinations of related education and experience may be considered. Education beyond the minimum required may be substituted for work experience. Work experience beyond the minimum required may be substituted for education. Education High school diploma or equivalent (such as HSED or GED) Work Experience 2 years of experience in hospitality, customer service, administrative, or related field Skills Proficient communication skills Maintains a high degree of professionalism Demonstrates time management and priority setting skills Demonstrates a high commitment to quality Possesses flexibility to work in a fast‑paced, dynamic environment Highly thorough and dependable Working Conditions / Demands This role requires the ability to effectively communicate and to operate a computer and other standard office productivity equipment. The position involves sedentary work as well as periods of time moving around an office environment and the campus. The person in this role must be able to move items weighing 20–40 pounds. The person in this role must be able to perform the essential functions with or without an accommodation. Work Location IU Biddle Hotel, Indiana Memorial Union, Bloomington, Indiana. This is an in‑person position. Advertised Salary $17.00 per hour Work Hours 7:00 am – 3:00 pm, or 3:00 pm – 11:00 pm, including evenings and weekends. Occasionally requires overnight shift based on staffing needs. Schedule varies based on business volume and operational needs. Benefits Overview Comprehensive medical and dental insurance Health savings account with generous IU contributions Healthcare and dependent care flexible spending accounts Basic group life insurance paid by IU Voluntary supplemental life, long‑term disability, critical illness, and supplemental accidental death & dismemberment insurance Base retirement plan with generous IU contributions, subject to vesting Voluntary supplemental retirement plan options Tuition subsidy for employees and family members taking IU courses 10 paid holidays plus a paid winter break each year Generous paid time off plans Paid leave for new parents and IU‑sponsored volunteer events Employee assistance program (EAP) Learn more about our benefits by reviewing the IUBenefit Programs Brochure. Job Classification Career Level: Intermediate FLSA: Nonexempt Job Function: Operations Job Family: Hospitality Equal Employment Opportunity Indiana University is an equal opportunity employer and provider of ADA services and prohibits discrimination in hiring. See Indiana University Notice of Non‑Discrimination here which includes contact information. Campus Safety and Security The Annual Security and Fire Safety Report, containing policy statements, crime and fire statistics for all Indiana University campuses, is available online. You may also request a physical copy by emailing IU Public Safety at View email address on click.appcast.io or by visiting IUPD. #J-18808-Ljbffr