Hospitality Coordinator

Hospitality Coordinator

Job Summary

Create a team and culture of customer engagement and services for students and guests at the Lassonde Studios while managing all of the Concierge Desk services. The Lassonde Studios Concierge Desk is a comprehensive service provider operating 24/7/365 and located centrally on the first floor of Lassonde Studios. This role will oversee the management of an integrated mailroom and provide on site oversight to Lassonde Studios event spaces. The position incumbent should anticipate being an integral part of the Lassonde Studios operation.

Responsibilities
Essential Functions:

1. The Concierge Desk of the Lassonde Studios is the main point of engagement and service in the Lassonde Studios. The Hospitality Coordinator position oversees the operations of our Concierge Desk located at Lassonde Studios. The Hospitality Coordinator will create a culture and processes that are responsive to the needs of student who live at the Lassonde Studios and students and guests who use the resources of the Lassonde Studios and who want to engage in the programming offered by the Lassonde Entrepreneur Institute. The Hospitality Coordinator will report to both Housing and Residential Education (HRE) and the Lassonde Entrepreneur Institute. Day-to-day assignments and responsibilities for this position will be managed through the Lassonde Entrepreneur Institute. Direction related to federally required incident reporting, management of safety/security areas, and HRE policies will be directed by HRE. The successful applicant can anticipate dual reporting to both areas, to provide the Lassonde Studios standard of service while ensuring that safety/security mechanisms are being maintained
2. The Lassonde Studios concierge desk operates 24hours/day/365 days a year. This position will work collaboratively with other Lassonde Concierge Desk members who staff shifts including the afternoon, evening, night and weekends to ensure consistent customer service in answering questions and meeting visitor and resident needs.
3. Day-to-day duties include answering questions about building events, providing support for resident lost keys/card access concerns, after-hour building access, lost and found, custodial emergencies, direction for campus resources and services, processing mail/packages and distributing items with accuracy to residents, auditing and managing the check-out processes for resources (e.×., technology, vacuums, etc.) at the Concierge Desk. These duties include maintaining a working understanding of Emergency Procedures for after-business hours triaging and response to resident or building related concerns.
4. The Hospitality Coordinator is responsible for ensuring that the Concierge Desk and attached mailroom are serving the needs of residents and patrons of each building. This will include the receipt, logging, distribution, and auditing of packages/mail for residents and businesses located in Lassonde Studios.
5. Develop and maintain effective collaborative relationships with faculty, staff, partners, and administration in order to collaborate on initiatives that impact HRE as well as utilize the full potential of campus resources available on the university campus.
6. Serve as the Lassonde Studios host to visitors in addressing issues and questions related to the programs, events and activities at Lassonde Studios
7. Develops and implements specific customer service KPIs to measure performance and efficiencies of the Concierge Desk. Through qualitative and quantitative assessment practices, identifies areas and improvement to propose for implementation.
8. Stay abreast of legal, university policy or other related changes impacting the program and makes recommendations for improvement and compliance.
9. May develop systems and maintain records to support and advance the operations at Lassonde Studios.
10. May supervise student level staff.
11. Regularly assess the condition of the mailroom and desk areas. Coordinate maintenance to address concerns and general upkeep of the first floor of the building.
12. Evaluate desk services and supplies to strategically position the desk to provide items or services that are needed for resident and guest use.
13. Work closely with mail carriers (USPS , FedEx, UPS , etc.) to ensure that mail is delivered in a timely and accurate manner. Follow up on package and mailroom issues.
14. Document Concierge Desk and mailroom practices and maintain documentation on are gular basis
15. Ensures customer satisfaction by analyzing customer complaints, concerns and suggestions. Provides appropriate follow-through to ensure quality customer service. Implements and administers new and existing department programs andservices to internal and external customers.
16. Coordinates, in conjunction with direction provided by HRE team members, the process of resident mid-semester move-in, move-out, and room changes related to the distribution and return of keys to the Concierge Desk, along with the addition/removal of building level access.
17. Provides ongoing support to the HRE Access Coordinator in the auditing of keys housed at the Concierge Desk.

Minimum Qualifications
Bachelor's degree or equivalency (2 years related work experience may be substituted for 1 year of education) in a related area and a strong commitment to providing excellent customer service and effective communication skills required. Strong coordination and organizational skills required to prioritize conflicting deadlines. Ability to work independently, analyze, and make decisions to provide support to internal and external customers.

Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.

Preferences


Special Instructions


Requisition Number: PRN15287N
Full Time or Part Time? Part Time
Work Schedule Summary: Friday, Saturday and Sunday evening from 3pm-11 pm (mandatory), including holidays during academic breaks. Additional shifts may be offered Monday-Sunday, 7am-11pm. 
Department: 00999 - LASSONDE
Location: Campus
Pay Rate Range: $20.00 HRLY
Close Date: 10/30/2024
Open Until Filled:

To apply, visit https://utah.peopleadmin.com/postings/171889


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