Conference Desk Manager

Position Summary

  • The Guest & Housing Operations Summer staff has around 25 members and 4 different job types within it. Typically, there are 4-5 Desk Managers (DM) on summer staff.
  • The DMs are the members on staff who are focused on front-line service, continuous presence at the front desk scheduling and “dispatching” appropriate staff for on-site guest needs.
  • Tasks and responsibilities revolve around staying up to date with requests from conferences currently on-campus and knowledge of appropriate campus resources.
  • DMs provide positive customer service most often over the phone with conference guests and the summer staff team, thus an emphasis is placed on clear and effective communication skills.
  • DMs are supervised by the Manager and Program Coordinator of Guest & Housing Operations and may also work with other University Residences Staff.

On this page

Primary Responsibilities

1. Front-Line Service & Desk Operations

  • Independently work at conference front desks for shifts between 4 – 8 hours a day, between 7am – 9pm, 7 days a week.
  • Create a professional and welcoming environment through responsive and respectful customer service.
  • Respond to guest walk-ins, phone or email inquiries.
  • Create and display informational handouts, signs and bulletin boards to provide guests with information about WWU and the Bellingham area.
  • Maintain a neat and organized desk space.
  • Regularly “dispatch” other staff members for on-site guest follow-up, update conference information files, and prioritize daily follow-up information for the supervisors.
  • Manage the check-In or check-Out process for conference participants who are outside of the designated conference check-in or check-out times.

 

2. Maintain and Disseminate Summer staff Work Schedule

  • Create, maintain, and audit the summer staff work schedule according to appropriate limits and restrictions using scheduling software.
  • Monitor and approve designated shift swaps for summer staff.
  • Regularly verify the schedule is accurate and updated on all paired documents or calendars.
  • Publish and disseminate final work schedules, every two weeks.
  • Efficiently communicate schedule changes to summer staff members.

 

3. On-Site Conference Support

  • Reference information about all conferences and be able to provide accurate conference specific answers based on guest requests
  • May assist with the on-site conference check-in/check-outs for guests.
  • Provide accurate, timely, and appropriate information to guests using a customer service framework.
  • Record all changes on paper rosters and in the Conference Programmer (as applicable).
  • Alert CHAC(s) and the supervisor to any conference specific requests at the front desk that requires immediate action.
  • Audit conference information and materials regularly to ensure accuracy and completeness.
  • Assist in accurate key management, maintenance, and distribution of keys.

 

4. Demonstrate Strong Communication, Collaboration & Peer-to-Peer Direction

  • Maintain professional communication and visibility with campus partners, clients, and staff.
  • Attend and participate in daily staff meetings, as necessary.
  • Build working relationships through positive, effective communication with other Desk Managers, Conference Housing Assistant Coordinators, Conference Service Assistants, and Guest Housing staff

 

5. Assist in Daily Operational Activities

  • Assist in accurate key management including maintenance of keys.
  • Collaborate to create and maintain signs and bulletin boards for all buildings and perform administrative tasks.
  • Help maintain a clean and organized work environment (office, front desks, space required for tasks completion).
  • Be knowledgeable about general University Residences buildings and operations.

Required Qualifications

1. Be currently enrolled at WWU or be officially admitted for Fall 2023.

2. Have a minimum cumulative GPA of 2.5.

  • Fairhaven College student candidates must be in good academic standing with Fairhaven College Administration.
  • Winter 2023 transfer student candidates must provide a transcript from their previous institution. Please contact Guest Housing for more information at 360-650-3537.

3. Not be on disciplinary probation or in deferred-eviction/eviction status.

4. Not be on performance probation if employed elsewhere on campus.

5. Be willing to meet on-campus housing and work hour requirement for the duration of the term of contract.

6. Experience working collaboratively on a team or in groups.

7. Experience with customer service or related service.

8. Ability to adapt and be flexible to frequent requests or changing needs.

9. Ability to communicate clearly and effectively to and with a diverse range of people.

10. Ability to work in a fast-paced environment.

11. Successfully pass background and criminal conviction check upon hiring.

  • University Residences Guest Housing Program is committed to the welfare and safety of children. All applicants may be asked to provide references that will be checked and consent to a criminal background check. All selected individuals will be expected to comply with the University's policies, procedures, and conduct expectations for child-related programs.

Desirable Attributes and Skillsets

  • Experience with completing tasks that require a high level of attention to detail.

  • Ability to work independently, self-organize, and manage time effectively.

  • High familiarity with WWU departments/offices, resources, and buildings around campus.

  • Ability to grasp and apply new concepts quickly and efficiently.

Terms of Employment

  1. Fulfill anticipated contract dates: June 11, 2023 - August 13, 2023.
  2. Work between 30-40 hours per week, within desk hours (7am – 9pm) 7 days a week, evenings, weekends, and holidays.
  3. Earn a pay rate of $15.74/hour.
  4. Participate in five days of mandatory training – June 12th – June 16th.
  5. Obtain supervisory approval to enroll in summer classes. No more than 5 credits.
  6. Refrain from any curricular or extra-curricular activities that may require significant time commitments. Must obtain supervisory approval, especially to participate in reoccurring activities.
  7. Fulfill position requirements as described in this job description, the position contract, position expectations and as assigned.
  8. Be eligible for reduced rate for on-campus housing. Living on-campus is optional for Desk Managers.

Selection Timeline

To fully understand the position and its compensation, new candidates are strongly encouraged to attend an information session prior to submitting your application.

  1. The application you submit online will be reviewed to assess how closely you match the required qualifications.
  2. If your application meets our criteria, you will be notified via email to choose an interview time.
  3. Individual interview dates are dependent upon your status as a new or returning candidate.
  4. After interviews, if you are selected for a position on staff, you will be notified via email.

Application Opens: February 6, 2023

Application Closes: March 24, 2023 - 5pm

Job Offers Sent to All Selected Finalists: April 14, 2023

Offer Decisions Due from Selected Finalists: April 18, 2023

Conference Staff Move In: June 11, 2023

Conference Staff Training: June 12 – 16, 2023

About Us

University Residences can host over 8,000 camp and conference guests in our buildings during the summer. They will range from infants to 90 years of age and will arrive from all over the world. They come to Western to attend regional, national, and international conferences and training workshops, as well as youth academic and sport camps. In order to best serve these guests, we hire students to serve as Conference Service Assistants and Conference Housing Assistant Coordinators. These positions work to accommodate guest needs and requests while providing a high level of customer service. Under the direct supervision of the Manager of Guest & Housing Operations, summer student staff are expected to provide a housing experience that is safe and secure while maximizing the living and learning experience for all individuals.

Equal Opportunity & Affirmative Action

Western Washington University does not discriminate in its programs or activities on the basis of race, color, creed, religion, national origin, sex (including pregnancy and parenting status), disability, age, veteran status, sexual orientation, gender identity or expression, marital status or genetic information. Inquiries may be directed to the Vice Provost for Equal Opportunity & Employment Diversity, Title IX and ADA Coordinator, Equal Opportunity Office, WWU, Old Main 345, MS 9021, 516 High Street, Bellingham, WA 98225; 360-650-3307 (voice) or 711 (Washington Relay); eoo@wwu.edu.