Guest Services Specialist

Guest Services Specialist

At the University of Michigan's esteemed Division of Public Safety and Security (DPSS), our commitment to safeguarding campus life reaches far beyond the basics. We proudly lead all facets of public safety-including police services, security, and emergency management-with seamless integration across Ann Arbor, Dearborn, and Flint, ensuring an unwavering presence 24/7, 365 days a year. DPSS is at the heart of fostering a secure and welcoming environment for students, faculty, staff, families, and visitors. By partnering with university departments and local, state, and federal law enforcement, we deliver innovative, community-centered safety programs that anticipate needs and continually set new standards for excellence.

As a Guest Services Specialist (GSS), you become the face, and the heart, of safety and hospitality at U-M. Reporting to a GSS Supervisor, you will:

• Be the first point of contact for everyone who enters our facilities, welcoming staff, patients, families, and visitors with warmth, professionalism, and a focus on service.
• Conduct security screenings and guest relations functions with both vigilance and empathy, ensuring the highest standards of safety while promoting a culture of care.
• Facilitate safe, comfortable, and accessible environments in hospitals, clinics, and university buildings, providing crucial assistance, information, and guidance tailored to each guest's unique needs.
• Embody the U-M tradition of service excellence, responding thoughtfully to questions and concerns, and connecting people to resources across the university.
• Collaborate with talented colleagues from diverse backgrounds, developing your skills in crisis response, interpersonal communication, and community engagement.

Be part of a vibrant team committed to safety, inclusion, and public service. Make a direct, positive impact on thousands of lives every day, turning moments of uncertainty into opportunities for comfort and reassurance. Grow your career in public safety, campus security, or guest services, with access to ongoing training, mentorship, and advancement within one of the nation's leading universities. Experience the fulfillment of serving an energetic, diverse community where your dedication helps ensure U-M remains a welcoming environment for all.

Deliver exceptional customer service with an inclusive mindset, ensuring all community members feel valued and supported. Anticipate needs and resolve issues, using your problem-solving skills to address challenges professionally. Greet all building entrants warmly, creating a welcoming first impression. Protect confidential information and handle sensitive data, such as protected health information, with discretion. Communicate clearly in person, by phone, email, and security radio, providing prompt and accurate information. Facilitate security procedures by issuing ID badges and screening individuals according to established protocols. Assist with wayfinding, parking validation, and deliveries, helping guests navigate campus facilities smoothly. Enforce policies and guidelines to maintain a safe, secure environment for patients, visitors, and staff. Monitor surroundings for safety concerns, reporting suspicious activity as needed. Assist during emergencies, supporting response efforts in situations such as fires, natural disasters, or health incidents. Move throughout the facility to provide assistance wherever it's needed, collaborating with team members to uphold U-M's commitment to safety and hospitality.

Graduation from high school or GED equivalent and at least six months customer service experience. Demonstrated commitment to a respectful, inclusive environment. Interest in handling large volumes of customers in a healthcare setting and balancing multiple priorities. Demonstrated proficiency with standard business software applications including Microsoft and Google applications. You must pass a comprehensive public safety background investigation and drug screening.

Being part of something greater, of serving a larger mission of discovery and care that's the heart of what drives people to work at Michigan. In some way, great or small, every person here helps to advance this world-class institution. It's adding a purpose to your profession. Work at Michigan and become a victor for the greater good.

In addition to a career filled with purpose and opportunity, the University of Michigan offers a comprehensive benefits package to help you stay well, protect yourself and your family and plan for a secure future. Benefits include:

• Many choices for comprehensive health insurance including "Other Qualified Adult" coverage
• Generous time off (including parental leave)
• A retirement plan that provides two-for-one matching contributions with immediate vesting
• Dental, Vision and Life insurance
• Long-term disability coverage
• Flexible spending accounts for healthcare and dependent care expenses
• Tuition Support

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. These positions will work onsite in a professional workplace environment, including office settings and entry points to large public facing facilities.

All members of the Division of Public Safety and Security (DPSS) are considered Campus Security Authorities (CSAs) under The Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act. As such, you are required to report Clery reportable offenses that come to your attention. DPSS employees are required to complete Clery Compliance Training within the first 14 days of employment and annually thereafter.

This position is a 100% regular appointment and is 40 hours per week. The department is a seven (7) day per week, twenty-four (24) hour per day operation. Work schedules are typically 12 hour shifts and may include extended shifts, nights, weekends, afternoons, holidays and occasional unanticipated overtime. You must pass a thorough background investigation and drug screening.

The University of Michigan is an Equal Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants, including protected veterans and individuals with disabilities.