UNIV HOSPITALITY SERVICES - Mgr University Hospitality Services

Job Classification

  Salaried Administrative

Position summary

The Manager provides the leadership, strategic planning and the administration of processes and services devoted to the full spectrum of daytime and overnight guests to the campus, summer conventions, as well as serves as the 25Live functional scheduling and customer services manager. 

The Manager supervises one assistant manager , one custodial support staff member, and a team of students that provide 24/7 desk services to the guests of the University and are also cross trained to provide services to the residents of University Towers. 

Qualifications summary

A Masters degree in business administration, management, marketing or related field is required.

Minimum of 5 years progressive experience in hotel management or other types of hospitality management, guest or conference services, preferably in an educational or hotel setting is required.

Demonstrated experience in managing events, conferences, or conventions in a diverse and dynamic environment is required.

Experience managing and/or providing tours is preferred.


Must be a Seventh-day Adventist in good and regular standing.

Duties and responsibilities

The Manager, along with the support of the assistant manager, performs the following responsibilities and services:

General Administration

Directs the general and daily administration of reservations and accommodation for year-round guests of the University utilizing approximately 23 designated guest rooms and additional Burman Hall rooms for non-resident Masters/Doctoral students.

Directs the planning and daily administration of reservations and accomodations, in partnership with Undergraduate Residence Lifel administration for summer groups (conventions) from the point of inquiry, ongoing communications, and final contract negotiations.

Directs the processes to evaluate the needs and the implementation of providing optimum services for year-round University guests as well as for summer conventions.

Directs strategic planning, marketing, to maximize revenues in the context of University priorities.

Directs  public relations, and communications; serving as the lead liaison with key stakeholders including, campus & student Life, residence life,  administration,  parents, enrollment services, dining services, academic program directors, plant administration, guests, alumni, and other constituents. 

Directs processes to provide attractive and updated marketing information on the departmental web pages and other other communications venues.

Develops strategic plans for facility renovations and supervises the daily training, management, and coordination of all routine maintenance and housekeeping services to facilitate an optimum guest experience on campus.

Directs the financial management of two departmental budgets 1) Year-round Guestroom Budget  and the 2) Summer Convention Services Budget , within the established University guidelines, including budget preparation and management and makes recommendations  for renovations, equipment, and supplies as well as prepares pre and post summer income and expenditure projections. 

 

Day-Time Guest to Campus  

Directs and provides services for day-time guests to campus, including campus tours, packets of information etc.

 

25Live Scheduling 

Provides leadership to the University as a member of the team selecting and implementing centralized facility scheduling processes.

Provides, along with members of the 25Live team, campus on-boarding training to facilitate the adoption and utilization of the 25Live event scheduling

Provides ongoing customer service support for the campus centralized scheduling processes

Assessment

Develops and implements the formal and informal assessment strategies and opportunities for guest feedback to facilitate continuous quality improvement for the guest experience on campus and the outcomes desired by the University.

 

Professional Development

Maintains professional growth through involvement in professional organizations and other developmental activities. 

 

Committee Chair and Representation

Directs and Chairs the University Hospitality Services Planning  & Summer Conventions Committees.

Serves as a member of Campus & Student Life professional team, Andrews Campus 25Live Scheduling Committee, GC or Pathfinder Days Planning Committee and serves on other committees as assigned.

Supervisory responsibilities

Directs supervisory responsibilities, in accordance with Andrews University and Campus & Student Life mission, policies and applicable guidelines as well as principles of student development and Christian values, including staff selection and hiring; job description development; staff training and support; scheduling and directing work; appraising performance; motivating and affirming staff and student employees; addressing complaints; and resolving problems.

Supports the work of an assistant manager that includes staff scheduling to ensure the  provision of the daily department's needs and services., 

Shares an evening and weekend on-call rotational schedule with the assistant manager.

Directs, administers, supports and intentionally seeks to build morale with all staff in the operational tasks that include guest lodging reservations and security systems; desk receptionists; laundry; guest mail, housekeeping and maintenance services; and accountability to established guidelines. 

Qualifications

A Masters degree in business administration, management, marketing or related field is required. Minimum of 5 years progressive experience in hotel management or other types of hospitality management, guest or conference services, preferably in an educational or hotel setting is required.

Demonstrated experience in managing events, conferences, or conventions in a diverse and dynamic environment.

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  Administration: Proven experience and expertise in effectively managing hospitality services, including event coordination, staff supervision, policy development, and resource allocation.
  


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  Communication: Excellent verbal and written communication skills, with the ability to effectively engage and collaborate with diverse stakeholders, including students, faculty, staff, and external guests.
  


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  Marketing: Sound knowledge of marketing principles and strategies to promote hospitality services, attract guests, and enhance the university's reputation as a premier destination for events and conferences.
  


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  Financial Management: Strong financial acumen and experience in budgeting, financial planning, cost control, and revenue generation to ensure the financial sustainability of hospitality services.
  


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  Customer Service: Demonstrated commitment to delivering exceptional customer service, creating memorable guest experiences, and promptly addressing inquiries, needs, and concerns.
  


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  Conflict Resolution: Proficient in conflict resolution techniques, with the ability to handle challenging situations, interpersonal conflicts, and guest complaints professionally and effectively.
  


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  Computer Literacy: Proficient in utilizing relevant software applications, databases, and technology platforms for event management, guest services, data analysis, and reporting.
  

Note: The qualifications outlined above are representative and not exhaustive. Additional experience, skills, or abilities may be required based on specific university requirements and the complexity of the university hospitality services manager role.

 


Must be a Seventh-day Adventist in good and regular standing.

Technical competencies

N/A

Interpersonal interactions

Must be comfortable interacting and building rapport with guests, university faculty, staff and administration, campus partners and departments, students and parents.

Excellent analytical and problem-solving skills are required to have the sound judgment to make critical decisions quickly and efficiently as necessary to meet guest/conference needs. The ability to interpret a variety of instructions (written, oral, schedules, etc.) is necessary. Also necessary is the ability to multi-task and sort through a variety of variables toward prioritizing and completing work in a timely fashion.

The ability to prioritize and respond to the needs of a varied and comprehensive job description in a critical and timely fashion is an essential requirement. Unusually fine reasoning ability and sensitivity to various cultures and customer service needs of guests are highly desired

Ability to define problems, collect data, establish facts, and draw valid conclusions.

Physical demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job. The job often requires full use of all body senses and most limbs of the body for office work such as data entry, duplication, walking, climbing stairs, listening, and observing both body language and environmental factors.

The largest physical demand may be the ability to handle the stress of balancing the varied responsibilities of the job that that impact student lives and how the University is viewed.   Another area of high demand is the intensive 7-day work week that can average 50-60 hours a week and can require an on-call schedule that includes nights, weekends, summers, and all holidays as Guest Rooms are open and active 24 hours a day, every single day of the year.  The individual must have high physical stamina and be able to adjust to very frequent interruptions from sleep and family time.

Work environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate, but can be high. Frequent interruptions, noise, and high traffic are common and privacy is limited. The manager will have shared office space with their assistant manager and will have access to supportive office equipment and technology.