Manager, Student Housing - Quality Assurance, Summer Operations

Department:

Location:

Belknap Campus

Time Type:

Full time

Worker Type:

Regular

Job Req ID:

R109657

Minimum Requirements:

Bachelor's degree in a related field and four (4) years of relevant experience or an equivalent combination of education and experience. Grade 7 (Salaried)

Position Description:

The Department of University Housing and the Resident Experience (UHRE) in the Division of Student Affairs is seeking to hire a Manager, Student Housing (Quality Assurance and Summer Operations). The Manager leads the Department of University Housing and the Resident Experience (UHRE)’s quality assurance, asset management, room-turn, and summer operations. This position is responsible for verifying that departmental, safety, regulatory, contractual, and customer service standards are met across the University's housing portfolio. This position also manages departmental operations that support summer camps and conferences housing and is directly responsible for meeting revenue enhancement goals to keep resident rental rates low. The Manager supervises two full-time staff, one responsible for work order coordination and follow-through and one responsible for coordination of summer operations and the supervision of seasonal interns.

Essential Duties and Responsibilities

Quality Assurance, Asset Management, and Organizational Effectiveness

• Serves as primary administrator and custodian of department’s asset management software, ensuring work orders, asset conditions, associated costs, expenditures, and supporting documentation are accurately and consistently managed
• Develops and executes daily, weekly, monthly, seasonal, and ad-hoc audits and inspections of custodial, maintenance, repair, remodeling, room-turn, and contracted services
• Generates scheduled and ad-hoc reports for strategic and capital planning, inventory lifecycle management, service-level monitoring, revenue and expense analysis, risk identification, and organizational quality interventions
• Reviews and approves requests for financial compensation or other remedies associated with service recovery, consistent with delegated authority and departmental policy

Summer Camps and Conferences and Guest Housing

• Directs day-to-day operation of UHRE's summer camps and conferences program
• Enhances revenue flows to meet departmental objectives; particularly responsible for raising revenue 20% each year for 5 years to meet this goal
• Works with department communications unit to develop and implement internal and external marketing & recruitment campaigns
• Administers contracts and group billing; conducts client meetings to review agreements; manages prepayments, refunds, amenity charges, damage charges, outstanding balances, collection follow-up, final invoices, and weekly or recurring revenue reports in partnership with departmental finance staff.
• Addresses client and guest complaints, questions, emergencies, and service requests promptly and takes appropriate action to resolve concerns, maintain safety, promote retention, and sustain a high-quality guest experience

Work Control and Room Turns

• Administers work control systems and provides leadership for the full life cycle of maintenance, custodial, and facility service requests, ensuring requests are appropriately routed, prioritized, escalated, tracked, documented, and closed aligned with established expectations
• Supervises and supports the Work Control Coordinator in coordination of maintenance of university-owned, Foundation-owned, P3, and master-leased properties inclusive of collaboration with internal maintenance teams, Physical Plant, contractors, and vendors
• Serves as process owner for fall, winter, and summer room turns, ensuring rooms and common areas are fully documented and compliant with departmental and regulatory standards before occupancy including coordination of schedules, staffing, inspections, resource allocation, vendor activity, risk mitigation, abandoned property, and damage assessment and billing

Other Duties

• Participates to assist with the execution of Division initiatives such as freshman orientation, Welcome Week, and resident move-in events
• Performs other duties and completes special projects as assigned

Preferred Qualifications

• Master's degree in higher education, student affairs, business administration, hospitality, operations management, or a related field
• Four (4) years of progressive experience in operations, project management, facilities maintenance, quality assurance or conference operations
• Experience using StarRez, Monday.com, AssetPlanner, Microsoft Office, or related business-management software systems
• Demonstrated success in project management and balancing needs of multiple stakeholder groups
• Experience serving in an on-call capacity and responding to emergency or crisis situations
• Proven record of improving service quality, operational efficiency, revenue performance, or customer satisfaction

Work Hours and Location

This is a full-time, exempt position with a 37.5-hour regular workweek including early morning, evening, weekend, and holiday hours as required. Additional work hours may be required based on department needs, programming, staffing, and/or scheduling. The primary work location for this position is at the Belknap Campus. Occasional overnight travel (for professional development, conferences, student trips, etc.) may be required.

Employee Benefits

The University of Louisville offers competitive benefits and perks to eligible full-time and part-time employees. Please visit the University of Louisville Total Rewards webpages for details.

Student Affairs

The Division of Student Affairs encourages candidates to apply who have demonstrated the capacity to create supportive work environments, collaborate effectively on teams, and serve the students we admit and aim to attract.

Please submit a resume, cover letter, and three professional references with your application.

Compensation will be commensurate to candidate experience.

Equal Employment Opportunity

The University of Louisville is an Equal Employment Opportunity employer. The University strives to provide equal employment opportunity on the basis of merit and without unlawful discrimination on the basis of race, sex, age, color, national origin, ethnicity, creed, religion, disability, genetic information, sexual orientation, gender, gender identity or expression, veteran status, marital status, or pregnancy. In accordance with the Rehabilitation Act of 1973 and the Vietnam Era Veteran Readjustment Act of 1974, the University prohibits job discrimination of individuals with disabilities, Vietnam era veterans, qualified special disabled veterans, recently separated veterans, and other protected veterans. The University acknowledges its obligations to ensure affirmative steps are taken to ensure equal employment opportunities for all employees and applicants for employment. It is the policy of the University that no employee or applicant for employment be subject to unlawful discrimination in terms of recruitment, hiring, promotion, contract, contract renewal, tenure, compensation, benefits, and/or working conditions. No employee or applicant for employment is required to endorse or condemn a specific ideology, political viewpoint, or social viewpoint to be eligible for hiring, contract renewal, tenure, or promotion.

Consistent with applicable law, demographic information is collected for aggregate reporting requirements. Demographic information provided through this application is not available to hiring managers/committees and is not considered in hiring or employment decisions.

Assistance and Accommodations

Computers are available for application submission at the Human Resources Department located at 2315 South First Street Walk, Room 02C - Louisville, Kentucky 40292.

If you require assistance or accommodation with our online application process, please contact us by email at [email protected] or by phone 502-852-6258.