Manager, Guest and Housing Operations

The manager serves as a member of the Occupancy, Communication, Administrative Services & Systems (OCAS) staff reporting to the Assistant Director. The Manager collaboratively provides administrative leadership and oversight for the Guest and Housing Operations program in affordable, safe and well-maintained University housing that supports participation in healthy, inclusive and sustainable communities where students invest in their academic success and personal growth.

The Manager is directly responsible for Guest and Housing Operations administrative processes, and supervision of professional and student staff for Guest Housing and Operations. Duties include: set and implement goals; plan and manage budget; work collaboratively with department, division and university partners; lead Summer staff selection and training; oversight of Fall opening move-in volunteer program; general operational oversight and support of academic year front desk operations. The Manager is also responsible for supporting other department operations as needed, including serving on cross-functional department team that supports the leadership vision and mission, as well as standard operations and purchasing.

The Manager participates regularly in staff meetings and activities that may include evening and weekend hours. The manager’s schedule may need to flex to provide oversight for program, especially during summer conference season.

As a University employee the Manager must abide by applicable Federal law and Executive Orders, State of Washington Revised Code (*RCW) law and Washington Administrative Code (WAC), and University, Division of Enrollment and Student Service, and Office of University Residences policies and practices regulating activities and conduct necessary to successfully complete the responsibilities assigned to this position, including, but not limited to: Affirmative Action/Equal Employment Opportunity Guidelines, prohibition of sexual harassment and sexual discrimination, regulations from Occupational Safety and Health and Administration and Department of Labor and Industries, and the 1995 Ethical Standards for Officers and Employees of Washington State Colleges and Universities covering the appropriate usage and disposition of state property.

This position is a professional staff position exempt from the federal wage-hour law (FLSA) and is covered by the terms and conditions set forth in the Professional Staff Handbook. For the purpose of inclement weather this position is designated as nonessential.

DUTIES

Oversee Conference and Guest Housing Program

• Oversee all aspects of the guest housing program including client inquiries, site visits, contract negotiation, building and room bookings, check-in, check-out, on-site guest services, reconciliation and billing. Throughout summer conference season (June-September) provide 24-hour on-call support and direction to summer conference staff for adult conferences and youth camps. Maintain written conference and guest housing policies and procedures. Meet regularly with University Residence Facilities regarding custodial planning for conference and guest housing groups, maintenance and renovation projects affecting conference housing space. Work with vendors to ensure timely delivery of services to guests. Oversee guest housing web site, provide input to Housing Technology support and Marketing teams to ensure accurate information for all current and potential guests and University Residences staff. Establish working relationships with campus partners: such as Outreach and Continuing Education and Summer Programs, Residence Life, Occupancy Management and Communications, Dining Services/Catering, New Student Programs, Admissions, Risk, Ethics, Safety and Resilience, Parking Services, individual faculty and academic departments, University Police, Athletics; and Bellingham Convention and Visitors Bureau and Chamber of Commerce. Participate on the University Residences’ coordination team with Asia University American Program. Coordinate winter/spring break and summer intersession housing and dining, arrange for linen packs, make assignments, and facilitate check-in/check-out, liaison with Occupancy. Negotiate yearly contracts with summer clients (Outreach and Continuing Education and Summer Programs, Admissions, Athletics and Recreation, individual faculty members hosting seminars, and off-campus organizations). Maintain conference database and train staff in its use. Responsible for Conference and Guest Housing registration, rosters, custodial cleaning reports, dining and catering reports, occupancy reports, as well as invoices, receipts, and income/expense reports using conference database and spreadsheet programs. Oversee distribution, audit, and ordering of residential and staff keys during conferences. Ensure Mail Services has Guest Housing campus addresses as needed.

 Administrative and Housing Operations Duties

• Support University Residences residence hall front desk operations for department by providing direction and documentation for keys, student building access, mail and package delivery services; ensure best practices are in place for standard operating procedures. Ensure all stakeholders are supported by creating procedures that enhance entire department operations. Provide operations training and documentation for residence hall front desk operations and Area Administrators. Provide input for department policy and procedures, using data driven decisions and mission based planning. Serve as co-chair for department’s Move-In Committee; provide operational leadership for committee members and lead discussions to ensure decisions are documented and presented to Senior Managers as needed. Ensure staff understand and adhere to departmental and university policies, procedures and guidelines. Fall/Winter/Spring/Summer Opening Operations: Coordinate Housing opening day: inter-office communications; activities needed for Fall opening day; campus signage directions for residence halls; liaison with Parking Services; contracted shuttle service; and University Police for weekend traffic and parking permit management. Spring Closing/Fall Opening Moves:  Assist in coordinating summer student moves and interim accommodations between Spring and Summer sessions; assist with the development and publication of housing closing/opening information. Housing tours:  collaborate with Housing Communications team and Admissions Office for Discovery Days, Western Preview, daily Housing tours, and campus visits as needed. Assist with recruitment of student tour rooms hosts for residence hall tours. Fall Move-In Volunteer Program – Recruit, train, and provide on-site supervision of student and staff volunteers for Fall opening who help coordinate move-in traffic, assist student/parents with check-in and moving.  

 Staff Supervision

• Supervise 1 full-time classified Program Coordinator, and building administrative assistants (student staff), includes full scope of supervision and training. Provide direct seasonal supervision for the summer conference season to 1-3 full-time resident directors (RDs) and indirect supervision for 4-5 conference housing assistant coordinators, 12-16 conference service assistants, and 2-4 student desk manager workers. May supervise Move-In student staff team (15-20) during September move-in prep. Regularly collect input from students, student staff, and professional staff to provide annual formal evaluations. Provide supervision, training and mentorship for ACUHO-I intern.

Budget

• Under the supervision of associate director, forecast, develop and monitor Guest and Housing Services annual budget of approximately $620,000; and Operations annual budget of approximately 60,000. Maintain records; compare expenditures to initial budgets; exercise signature authority and responsibility for budgets.

• Use data to provide budget income/cost projections and historical analysis.

• Monitor conference meal card distribution and reconciliation for residential and commuter guests/organizations

Required Qualifications

• Bachelor’s Degree.

• Two years professional experience in conferences, guest housing, hospitality or related area.

• One year supervising full-time or part-time staff or student staff.

• Ability to work in a diverse and inclusive environment and to understand perspectives and experiences of people from a broad range of social identities.

• Demonstrated ability to communicate effectively: both verbal and written.

• Experience training staff or related teaching or presentation experience.

• Proven skill in teaching students, training staff or formal presentations.

• Ability to work collaboratively – with department, division and university.

Preferred Qualifications

• Master’s Degree in Business, Non-Profit, Education or related field.

• Full-time experience in college or university setting.

• Familiarity with conference management software, Excel and spreadsheets.

• Excellent time and stress management skills.

• Exercise independent judgment congruent with written policies and procedures, the mission and values of the department and institution.

• Mission based assessment experience.