Senior Residential Service Manager - Residential and Hospitality Services - Business Services Division

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

Senior Residential Service Manager - Residential and Hospitality Services - Business Services Division

Job Profile Title

Administrative Coordinator

Job Description Summary

• The Senior Residential Services Manager (Sr. RSM) will have full management responsibility for up to 2 Information Centers. Plan, implement, staff and manage front line resident and guest services operations, using A-5 and temporary staff, to residents, guests and visitors to the Quadrangle or Sansom Place. Operations will be provided 24/7/365 including holidays. The Sr. RSM will deliver, document and communicate a high level of customer service through processes and procedures, for
• either the Quadrangle or Sansom Place Information Center(s). Develop strong working relationships with faculty, staff and students including critical colleagues, such as CHAS and Facilities Services. Inform customers and stakeholders of changes and updates in services, procedures, activities and events. Responsible for supporting, planning and implementation of technology and other upgrades to service delivery. The Sr. RSM will be considered University essential personnel and will have the
• autonomy to make daily decisions in order to provide better service and to meet the needs of their customers.

Job Description

Job Responsibilities:

• •Has full responsibility for management of up to 2 Information Centers (IC), and plans, implements processes, and manages front line resident and guest services operations to customers at the Quadrangle or Sansom Place.
• •Prepares IC shift schedules for student staff, supervises 2 IC student managers, supervises up to 30 student staff workers, and temporary staff, to ensure operations are managed 7 days/week, 24 hours/day, including holidays.
• •Oversees and implements documentation, communication and customer service delivery processes and controls for access & keys, guest access, life safety systems and general resident and guest support.
• •Is expected to develop positive working relationships with colleagues, campus partners, and critical stakeholders, e.g., College Houses and Facilities Services, maintaining ongoing communications regarding services, activities, and events in those buildings.
• •Assists in planning and implementing improvements and special projects in delivery of services.
• •Serve on and positively contribute up to 2 departmental committees.

Qualifications:

• •Associate’s Degree or Two-Year College degree required and 2 to 3 years of relevant experience or an equivalent combination of education and experience.
• •BA/BS degree or equivalent preferred.

• •Excellent decision-making, ability to work independently with limited supervision, knowledge of office procedures and equipment.
• •Demonstrated ability to manage multiple projects simultaneously.
• •Competency with computer applications essential:
• •Word processing
• •Spreadsheet
• •Database
• •Web applications

• •Excellent written, organizational & verbal communication skills.
• •Ability to handle sensitive material & information confidentially.
• •Good judgment & professionalism are necessary.
• •ability to work as a team player & help provide support during housing and conference events and/or activities when necessary.
• •Supervisory and customer service experiences are necessary.
• •Interest in working in a diverse University setting with much student contact.
• •Must be comfortable standing, stretching, lifting 25-30 lbs. when needed.
• •Ability to work a flexible schedule including evening, weekends, and holidays.

**This position is designated as "essential”, and the successful applicant will be expected to work when normal campus operations are suspended or if there is an emergency impacting on-campus residents.**

Job Location - City, State

Philadelphia, Pennsylvania About Residential & Hospitality Services:

Residential & Hospitality Services is one of 17 departments reporting to the Division of Business Services. Consistent with the Business Services mission, our underlying philosophy is to provide our clients with high quality services in a fiscally responsible manner. Residential & Hospitality Services 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.

As the University’s foodservice professionals, we oversee food operations and dining services and consult on all food-related planning issues. Our mission is to ensure the delivery of consistent, high-quality food to a diverse on-campus clientele.

The team behind Penn Dining is made up of talented chefs, managers, cashiers, dishwashers, servers, and administrators who are dedicated to delivering consistent, high-quality food to a diverse on-campus clientele through a wide variety of venues.

To learn more, visit us at: https://residential-services.business-services.upenn.edu/

About Business Services:

The Division of Business Services (BSD) supports the individual and collective needs of the Penn community by promoting a hospitable, customer-focused campus environment through the delivery of mission-critical services and essential operations. BSD’s mission is to provide high-quality service in a fiscally responsible manner.

The Division is currently focused on three major initiatives:

• •Revenue growth and retention through improved marketing, expanded services, and new distribution channels
• •Driving productivity for the Division and its customers through enhanced use of technology
• •Enhancing service offerings through facility upgrades and expansions

To learn more, visit us at: https://business-services.upenn.edu

Department / School

Residential and Hospitality Services

Pay Range

$21.52 - $28.25 Hourly Rate 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 protected under ap