Residential Services Manager, Residential & Hospitality Services

University Overview

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn’s distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America’s Best Large Employers in 2023.

Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.

The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.

Posted Job Title

Residential Services Manager, Residential & Hospitality Services

Job Profile Title

Customer Service Assistant Senior

Job Description Summary

The Residential Services Manager (RSM) will have full responsibility for one of twelve Information Centers (IC) in the College Houses and serve as part of a team responsible for the safety, appearance, and overall condition of the building.

This individual will manage a front-line resident and guest services operation serving varied Residential & Hospitality Services (RHS) customers. The IC will operate 7 days/week, 24 hours/day, including national holidays and recognized University holidays. The RSM will assist in developing information, communication and customer service delivery strategies for all 12 ICs while promoting a positive image and act as an ambassador to the University. The RSM will be responsible for developing positive working relationships with colleagues and critical members of other departments such: College Houses and Academic Services (CHAS) and Facilities and Real Estate Services (FRES).

The RSM will also be expected to maintain ongoing communications regarding activities and events serving the communities in his/her designated building. The incumbent will have the autonomy and authority to make daily decisions in order to provide better service and to meet the needs of their customers.

Job Description

The RSM is considered University " essential " personnel and is expected to work when normal campus operations are suspended (e.g. inclement weather) or if there is an emergency impacting on-campus residents. In addition, this position will be expected to work outside of regular schedule during peak activity periods (e.g. move-in). To the extent possible, managers will provide timely notice of modified work schedules.

Job Responsibilities

Responsible for one of twelve Information Centers (IC) in the College Houses and Sansom Place and serve as part of a team responsible for the safety, appearance and overall condition of the building.

Manage a front-line resident and guest services operation serving varied Residential and Hospitality Services customers. The IC will operate 7 days/week, 24 hours/day, including national holidays and recognized University holidays.

Assist in developing information, communication and customer service delivery strategies for all 12 ICs.

Promote a positive image of RSM and act as an ambassador to the University.

Responsible for developing positive working relationships with colleagues and critical members of other departments such: College Houses and Academic Services (CHAS) and Facilities and Real Estate Services (FRES).

Expected to maintain ongoing communications regarding activities and events serving the communities in his/her designated building.

Manage a team of student workers (Residential Operations Assistants)

Qualifications & Requirements:

High school diploma or equivalent required, with 1 to 2 years of progressive customer service experience, preferably in an academic setting, or equivalent combination of education and experience.

Has above-average oral and written communications skills, as well as interpersonal and organizational skills with an understanding of and deep commitment to service excellence and customer focus.

Is proficient in workplace computing: word processing, spreadsheet and database management, Microsoft Office applications, and Internet.

Possesses desire to work in a university setting, with students and in a service-oriented organization.

Demonstrates the ability to work independently while functioning as part of a team.

Experience in hiring, training, supervising and evaluating student staff and/or part-time staff preferred.

Must have the ability to work in a fast-paced, high-pressure environment.

Ability to function with a high level of service with attention to detail and the ability to handle multiple tasks simultaneously.

Possess the ability to make sound professional judgments.

Must be dependable and flexible.

Must be able to develop good working relationships with colleagues, faculty, staff, and students.

Possesses interest in working in a diverse University setting with much student contact.

The successful individual is expected to support the Department's efforts to foster a living environment that is supportive and productive to all groups and individuals at Penn, regardless of their race, sex, nationality, religion, sexual orientation, or disability.

Working Conditions: Office, Library, Computer room, Alternative work schedules or on-call

Physical Effort: Typically sitting at a desk or table; Standing or walking, bending, crouching, stooping; Occasional lifting 25 - 50 lbs.

About the Department of Residential & Hospitality Services and Residential Services

Residential & Hospitality Services (RHS) is one of 17 departments reporting to the Division of Business Services (BSD). Consistent with the mission of BSD, RHS's underlying philosophy is to provide clients with high quality services in a fiscally responsible manner. RHS is a group of dedicated, innovative, and student-centered staff that oversee the on-campus living and dining, as well as conferences, programs and events hosted at Penn. The team works closely with other partners to provide students and guests with services that support living and learning at the University of Pennsylvania.

Residential Services is responsible for administering housing-related services to the 12 College Houses and Sansom Place West. Residential Services' on-campus living options span across Penn's 262-acre campus. Residential Services works closely with other partners to provide students and guests with services that support living and learning in the University residences.

Job Location - City, State

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Department / School

Residential and Hospitality Services

Pay Range

Salary offers are made based on the candidate’s qualifications, experience, skills, and education as they directly relate to the requirements of the position, and in alignment with salary ranges based on external market data for the job’s level. Internal organization and peer data at Penn are also considered.

Equal Opportunity Statement

The University of Pennsylvania is an equal opportunity employer. Candidates are considered for employment without regard to race, color, sex, sexual orientation, religion, creed, national origin (including shared ancestry or ethnic characteristics) , citizenship status, age, disability, veteran status or any class