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Guest Services Manager

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Please see Special Instructions for more details.

A full application will include a cover letter addressing the minimum and preferred requirements, a resume as well as three professional references. References will not be contacted without prior notification to candidates.

Posting Details

Posting Detail Information

Working Title Guest Services Manager
Research Professional Position No
Posting Number 201800043AP
Position Type Admin Professional/ Research Professional
Number of Vacancies 1
Work Hours/Week 40 plus
Proposed Annual Salary Range $48,000-$50,000
Desired Start Date 02/12/2018
Position End Date (if temporary)
Open Posting Date
Open Until Filled Yes
To ensure full consideration, applications must be received by 11:59pm (MT) on 01/21/2018
Description of Work Unit

Colorado State University (CSU) invites applications for the position of Conference and Event Manager for Conference & Event Services (CES). CES manages 150 programs each year ranging in size from 10 to 7,000 participants. Located an hour north of the Denver metro area, Fort Collins is a culturally vibrant and progressive community of 137,000. The city sits on the Front Range of the Rocky Mountain foothills with views of 14,000 foot peaks and offers access to numerous outdoor opportunities.

Position Summary

The Guest Services Manager is a full-time, year-round position that manages operations and staffing for all CES guest services as well as provides event space management and scheduling for HDS. The selected candidate will be well-organized and able to work well under pressure with multiple and consistently changing deadlines and requests. To be successful in the position, the Guest Services Manager must be able to provide exceptional customer service to guests, clients, CES staff and campus partners.
This position provides hiring, training and supervision for the Guest Services Team (40 students) as well as oversees management of all summer guest services. In addition, this position schedules and manages the execution and communication of space logistics for 800 events per year within Housing and Dining Services buildings including the Durrell Center. The position will establish and maintain collaborative working relationships with a variety of internal and external resources to provide the highest level of service for clients and guests including collaboration with Residence Life regarding processes, training, residence director engagement and decision-making for residence building operations throughout the year.
This Guest Services Manager is called on to provide vision, leadership and management for all aspects of CES guest services including setting goals and priorities, resolving problems and adjusting activities in response to the changing demands of event programs. This position will develop and facilitate a full-scale training program for the implementation of all services and activities for the Guest Services Team including training communication processes within the department, emergency response, on-call assistance, hospitality and overall front desk management for each residence hall building during the summer months. This individual will also be responsible for confirming that each residence hall is safely prepared, organized and consistent on a daily basis for conference check-ins and guest services.
The candidate must have the ability to manage conflicts and crisis situations. Individuals considered for this position must possess superior leadership and supervisory skills to include, but not limited to; effective listening and decision making, ability to motivate staff to produce work under tight deadlines, good judgment and strong discipline. The Guest Services Manager should expect to work outside of the standard university business hours and/or work week, including time beyond 40 hours consistently during the summer months. A background check, valid driver’s license and a department of motor vehicle check are required prior to being hired. This is an Administrative Professional, exempt position.

Required Job Qualifications

1. Bachelor’s degree in organizational leadership, hospitality, tourism, business management, student affairs and/or related field
2. Three years of professional experience in an administrative function in college/university student housing, conference/event operations or student affairs
3. Experience supervising and scheduling staff

Preferred Job Qualifications

Experience working in customer service and/or a guest relations capacity

Experience supervising student staff

Experience coordinating conferences/events on a college/university campus

Experience in facility scheduling and/or management

Demonstrated experience in emergency and crisis management

Excellent written communication skills

Personal or professional commitment to diversity as demonstrated by persistent effort, active planning, allocation of resources and/or accountability for diversity outcomes

Diversity Statement

Reflecting departmental and institutional values, candidates are expected to have the ability to advance the Department’s commitment to diversity and inclusion.

Essential Duties

Job Duty Category Guest Services
Duty/Responsibility

• Manage and continue to develop of summer conference and event housing management and guest services
• Oversee and coordinate arrangements and recommendations for all check-in/check-out details for each group
• Conduct planning meetings with CES coordinators to determine group check-in/check-out details and customer service needs
• Ensure that all residential buildings are prepared for each individual group – communicate hall prep details with campus partners
• Manage the budget for Guest Services Team including staff training/professional development and payroll, supplies, guest giveaways, hospitality, etc.
• Design, implement and facilitate training for the Guest Services Team for hospitality/guest services and residence building operations including daily responsibilities at front desks, customer service, check-in/out procedures, conflict resolution, emergency protocols, building maintenance, and room setups.
• Coordinate with Residence Life staff for residence hall opening/closing procedures for academic year and conference and event summer season transitions
• Work directly with Residence Life Summer Housing and Special Events Coordinator to enforce emergency management procedures and collaborate planning for on-call assistance, building security and overall building operations throughout the summer conference season

Percentage Of Time 40%
Job Duty Category Space Management
Duty/Responsibility

• Manage HDS meeting space (Durrell Center, residence hall event centers, lounge space, meeting rooms, etc.) by accepting and approving space reservations, confirming event details, coordinating room set-ups and strike needs, communicating event details to appropriate staff, post-event follow-up and invoicing procedures
• Manage the overall conference and event calendar for HDS academic year meeting space
• Ensure consistency and accuracy of all processes and procedures for conferences and events scheduled within HDS facilities
• Enforce, develop or revise facilities use policy and reservation process as needed or instructed by HDS
• Serve as a visionary for long and short-range objectives related to space and facility needs; coordinate space, furniture, and equipment maintenance, appropriate staffing, etc.
• Analyze space utilization patterns, produce statistical reports as required for tracking meeting space needs amongst internal and external clients

Percentage Of Time 20%
Job Duty Category Supervision
Duty/Responsibility

• Recruit, select, train, supervise and evaluate 30-40 staff including the summer Guest Services Team and year-round Durrell Info desk staff
• Coordinate work schedules and conduct routine meetings for evaluation and on-going training
• Provide extensive training for assistant positions including staff scheduling, peer supervision, emergency protocol, guest services, event set-up/strike, event management and on-call responsibilities
• Manage work flow and project assignments for staff

Percentage Of Time 30%
Job Duty Category Strategic Planning and Administration
Duty/Responsibility

• Review existing procedures and policies and suggest changes when needed
• Actively participate and represent CES on a variety of division and campus committees and initiatives
• Demonstrate an active commitment to diversity and inclusion
• Participate in university, divisional and departmental development activities
• Attend regional or national workshops/conferences for continued development and training
• Stay current in conference and event industry trends, employee learning, higher education
• Perform other duties as assigned

Percentage Of Time 10%

Application Details

Special Instructions to Applicants

A full application will include a cover letter addressing the minimum and preferred requirements, a resume as well as three professional references. References will not be contacted without prior notification to candidates.

Conditions of Employment Pre-employment Criminal Background Check (required for new hires), Valid Driver’s License, On-call Status
Search Contact Dezarai Brubaker, dezarai.brubaker@colostate.edu
EEO Statement

Colorado State University is committed to providing an environment that is free from discrimination and harassment based on race, age, creed, color, religion, national origin or ancestry, sex, gender, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or pregnancy and will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Colorado State University is an equal opportunity/equal access/affirmative action employer fully committed to achieving a diverse workforce and complies with all Federal and Colorado State laws, regulations, and executive orders regarding non-discrimination and affirmative action. The Office of Equal Opportunity is located in 101 Student Services.

Background Check Policy Statement

Colorado State University (CSU) strives to provide a safe study, work, and living environment for its faculty, staff, volunteers and students. To support this environment and comply with applicable laws and regulations, CSU conducts background checks. The type of background check conducted varies by position and can include, but is not limited to, criminal (felony and misdemeanor) history, sex offender registry, motor vehicle history, financial history, and/or education verification. Background checks will be conducted when required by law or contract and when, in the discretion of the university, it is reasonable and prudent to do so.

References Requested

References Requested

Minimum Requested 3
Maximum Requested 3

Supplemental Questions

Required fields are indicated with an asterisk (*).

Applicant Documents

Required Documents
  1. Resume
  2. Cover Letter
Optional Documents