Department: Residential Ops & Services
Salary/Grade: EXS/5

Northwestern Universitys Residential Services helps build a community environment for students through housing-related services, intentional learning opportunities and residential settings that include residence halls, residential communities, and residential colleges. Learn more about the Residential Services department and the Operations and Services team here: https://www.northwestern.edu/living/index.html

About Student Affairs: By pursuing justice, equity, and belonging, Student Affairs cultivates student programs, services, and skills; disrupts barriers; and partners across Northwestern and neighboring communities to create an inclusive culture in which all students can thrive. Learn more about the Division of Student Affairs here: https://www.northwestern.edu/studentaffairs/about/strategic-plan/strategic-themes.html

Job Summary:
Residential Services seeks an organized, customer service-oriented, team-centered individual to serve as the Conference & Guest Services Manager under the direct supervision of an Assistant Director. To support and enhance the mission of the Division of Student Affairs, this position will be responsible for providing a quality residential experience for a diverse population of guests and provides direct oversight and supervision to up to 22 student staff members.

This position will participate in an on-call duty rotation for approximately 4,000 summer guests and perform on-duty responsibilities for the duration of the summer conference season. They must have excellent communication and customer service skills and respond to client and guest needs in a professional manner. Please note: Scheduled and occasional evening and weekend hours will be necessary.

Pay: The pay range for this position is $52,000 to $53,205, depending on experience, skills, and internal equity.

Principal Accountabilities:

Administration 35%

• Assists with the full cycle contracting process for new and returning internal and external clients 
• Tracks and records contracting details including arrival and departure dates, emergency contact information, occupancy numbers, and payment methods
• Manages conference housing software and all electronic communication
• Works collaboratively with Ops & Services custodial team to establish cleaning schedules
• Works collaboratively with Dining Services to program meal cards 
• Assists with all conference billing and invoicing

Supervision 35%

• Leads the full-cycle recruitment process for student Conference Assistants (CA)
• Provides direct oversight and supervision to up to 22 Conference Assistants 
• Manages work performance both verbally and in writing and apply corrective measures 
• Maintains the Conference Assistant schedule by assigning and approving shifts
• Develops and leads CA training alongside Conference Services staff and department partners

Customer Service/Communication, Outreach, Recruitment 15%

• Coordinates residential summer programs and interacts professionally with campus partners, external summer conference clients, and guests to ensure consistent delivery of excellent services
• Manages indoor and outdoor space reservations within the residential portfolio
• Screens conference housing inquiries from internal and external clients
• Coordinate guest suite reservations, cleaning schedules, and billing
• Provide instruction and direction to professional staff colleagues who contribute to residential summer programs

Program Development 10%

• Assists with developing tools to solicit feedback from internal and external clients, Residential Services staff, and campus partners and recommend opportunities for improvement

Strategic Planning 5%

• Administers and maintains existing strategic plans.
• Participates with area/unit senior staff in the conceptualization, development and presentation of materials used in functional operations.

Minimum Qualifications: 

• Successful completion of a full 4-year course of study in an accredited college or university leading to a bachelor's or higher degree; OR appropriate combination of education and experience.
• 1 year program/project administration or other relevant experience.
• Experience supervising hourly and/or student employees.

Preferred Qualifications: 

• Excellent interpersonal communication, organization, and administrative skills. 
• Experience working with diverse populations in a college setting; 
• Effective written and oral communication skills; 
• Experience serving in an on-call rotation

Minimum Competencies:

• Works effectively in an environment in which the parameters may change daily; adjusts behavior to meet the needs of different people and situations. 
• Excellent time-management and organizational skills 
• Proven ability to work with diverse and multi-disciplinary teams

Preferred Competencies:

• Knowledge of university policies and procedures

Benefits: At Northwestern, we are proud to provide meaningful, competitive, high-quality health care plans, retirement benefits, tuition discounts and more! Visit us at https://www.northwestern.edu/hr/benefits/index.html to learn more.

Work-Life and Wellness: Northwestern offers comprehensive programs and services to help you and your family navigate lifes challenges and opportunities, and adopt and maintain healthy lifestyles. We support flexible work arrangements where possible and programs to help you locate and pay for quality, affordable childcare and senior/adult care. Visit us at https://www.northwestern.edu/hr/benefits/work-life/index.html to learn more.

Professional Growth and Development: Northwestern supports employee career development in all circumstances whether your workspace is on campus or at home. If youre interested in developing your professional potential or continuing your formal education, we offer a variety of tools and resources. Visit us at https://www.northwestern.edu/hr/learning/index.html to learn more.

Northwestern strongly recommends COVID-19 vaccinations and boosters for people who can obtain them as a critical tool for minimizing severe illness. More information can be found on the COVID-19 and Campus Updates webpage.

The Northwestern campus sits on the traditional homelands of the people of the Council of Three Fires, the Ojibwe, Potawatomi, and Odawa as well as the Menominee, Miami and Ho-Chunk nations. We acknowledge and honor the original people of the land upon which Northwestern University stands, and the Native people who remain on this land today.

Northwestern University is an Equal Opportunity, Affirmative Action Employer of all protected classes, including veterans and individuals with disabilities. Women, racial and ethnic minorities, individuals with disabilities, and veterans are encouraged to apply. Click for information on EEO is the Law.