Conference Desk Manager (DM)
The Guest & Housing Operations Summerstaff has 25 members and 3 different job types within it. Typically there are 4-5 Desk Managers (DM) on Summerstaff.
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 for conferences currently on-campus and knowledge of appropriate campus resources.
DMs provide positive customer service most often over the phone with conference guests and Summerstaff team, thus an emphasis is placed 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.
Front-Line Service & Desk Operations
- Independently work at conference front desk for shifts between 4 – 8 hours a day, between 7 a.m. – 9 p.m., 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 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 supervisor.
- Manage check-In or check-Out individual conference participants who are outside of designated conference check-in or check-out times.
Maintain and Disseminate Summerstaff Work Schedule
- Create, maintain and audit Summerstaff work schedule according to appropriate limits and restrictions using scheduling software.
- Monitor and approve designated shift swaps for Summerstaff.
- Regularly verify 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 Summerstaff members.
On-Site Conference Support
- Reference information about all conferences and able to provide accurate conference specific answers based on guest
- May assist with on-site conference check-in/check-outs of guests.
- Provide accurate, timely, and appropriate information to guests using customer service framework.
- Record all changes on paper rosters and in Conference Programmer (as applicable).
- Alert CHAC(s) and supervisor to any conference specific requests at 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.
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.
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.
- Be currently enrolled at WWU, or be officially admitted by Winter 2019.
- Have a minimum cumulative GPA of 2.5.
- Fairhaven College student candidates must be in good academic standing with Fairhaven College Administration.
- Winter 2019 transfer student candidates must provide a transcript from their previous institution.
- Not be on disciplinary probation or in deferred-eviction/eviction status.
- Not be on performance probation if employed elsewhere on campus.
- Be willing to meet on-campus housing and work hour requirements for the duration employment.
- Experience working collaboratively on a team or in groups and providing peer-to-peer education or direction.
- Experience with professional customer service or related service.
- Ability to adapt and be flexible to frequent requests or changing needs.
- Ability to communicate clearly and effectively to and with a diverse range of people.
- Ability to work in a fast-paced environment.
- Be able to serve as a professional liaison with other departments at WWU, and external groups.
- 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 would 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 & 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
- Fulfill anticipated contract dates: June 16, 2019 - August 25, 2019
- Work between 30-40 hours per week. Work hours are Monday – Sunday between 7 a.m. – 9 p.m., includes evenings, weekends, and holidays. Typically work 5 days per week.
- Earn a pay rate $12/hour.
- Participate in seven days of mandatory training (dates listed below).
- Obtain supervisory approval to enroll in summer classes. Typically no more than two classes.
- Refrain from any curricular or extra-curricular activities that may require significant time commitments. Must obtain supervisory approval, especially to participate in reoccurring activities.
- Fulfill position requirements as described in this job description, the position contract, position expectations and as assigned.
- Be eligible for reduced rate for on-campus housing. Living on-campus is optional for Desk Managers.
To fully understand the position and its compensation, new candidates are strongly encouraged to attend an information session prior to submitting your application.
- The application you submit online will be reviewed to assess how closely you match the required qualifications.
- If your application meets our criteria, you will be notified via email to choose an interview time.
- Individual interview dates are dependent upon your status as a new or returning candidate.
- After interviews, if you are selected for a position on staff, you will be notified via email.
Monday, Jan. 7, 2019
Application Opens for All Candidates
Thursday, Jan. 24, 2019
Info Session, EA 110
Thursday, Jan. 31, 2019 at 11:59pm
Returner Candidate Application Closes
Tuesday, Feb. 19 - Friday, Feb 22, 2019
Returning Candidates Interviews
Sunday, Feb 10, 2019 at 11:59pm
New Candidate Application Closes
Friday, Feb. 22, 2019
Interviews Offered to New Candidates
Friday, March 1 - Saturday, March 2, 2019
New Candidates Interviews
Wednesday, March 6, 2019
Job Offers Sent to All Selected Finalists
Tuesday, March 12, 2019
Offer Decisions Due From Selected Finalists
Sunday, June 16, 2019
Conference Staff Move In
Sunday, June 16 - Saturday June 22, 2019
Conference Staff Training
University Residences will host over 8,000 camp and conference guests in our buildings during the summer. They will range from 0 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, Desk Managers 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 (WWU) is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained faculty and staff. Women, minorities, people with disabilities and veterans are strongly encouraged to apply. In compliance with applicable laws and in furtherance of its commitment to fostering an environment that welcomes and embraces diversity, WWU does not discriminate 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 in its programs or activities, including employment, admissions, and educational programs. Inquiries may be directed to the Vice Provost for Equal Opportunity & Employment Diversity, Title IX and ADA Coordinator, Equal Opportunity Office, Western Washington University, Old Main 345 (MS 9021), 516 High Street, Bellingham, WA 98225; 360.650.3307 (voice) or 711 (Washington Relay); firstname.lastname@example.org.
WWU is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. To request this document in an alternate format or to request an accommodation, please contact Human Resources Disability Services, 360.650.3774 or 711 (Washington Relay).