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Fall 2021 Guest Services Desk Manager



Job Classification:  Guest Services Desk Manager
Reports to:  Office Manager for Highsmith Student Union
Revision Date:  03/15/21

Highsmith Student Union Overview: 
Highsmith Student Union is more than just a building.
The mission of Highsmith Student Union is to provide a dynamic and inclusive experience where quality facilities and services meet engaging programs and activities centered around helping students excel well beyond graduation.

In keeping with Highsmith Student Union’s commitment to promote an appreciation for diversity within Highsmith Student Union, written, verbal and visual communications (e.g., presentations, videotapes, publications, written correspondence, graphic images, costumes/attire, etc.), should not include stereotypical images, terms, or expressions. Communications should avoid gender-specific terms (e.g., humanity not mankind) or titles (e.g. chairperson not chairman). Characterizing an individual by age, ethnicity, gender, national origin, physical ability, race, religion, sexual orientation, etc. should be avoided unless specifically relevant to the topic. A balance of diversity should be represented in visual images. 

*Adapted from ACUI’s Inclusive Language Statement 

Job Summary:
The Guest Services Desk Manager is responsible for all duties assigned to the Guest Service Desk Assistant and will be required to work shifts at the Guest Service Desk. In addition, they coordinate the staffing schedule and training requirements for the GSD Assistants, and ensure all materials and supplies at the desk are stocked and up to date. The GSD Manager serves as the first contact for questions and concerns for all GSD Assistants, including last-minute scheduling changes. They are expected to work closely with the Highsmith Office Manager to answer general questions, give directions, and assist patrons in a friendly and professional manner.   

  1. Primary job responsibility 
  2. Create and update the Guest Services Desk Staff schedule
  3. Monitor the “sub-sheet” and ensures all shifts are filled 
  4. Assist in training for Guest Services Desk 
  5. Assist in hiring of new Guest Services Desk Assistants
  6. Ensure proper protocols are followed for lost and found, and key check out 
  7. Keep the Guest Services Desk handbook current
  8. Inventory and dispose of lost and found items semesterly
  9. Greet and assist visitors of the Highsmith Student Union 
  10. Answer the main campus phone line and connect callers to the appropriate department
  11. Give campus directions in person and via phone
  12. Accept, record, and return lost and found items
  13. Research and record Highsmith room reservations through EMS software
  14. Attend all staff training, staff meetings, and professional development workshops/lectures (DEEP) 
  15. Office support 
  16. Create and maintain a safe and inclusive environment for all Highsmith patrons
  17. May be required to drive University Vehicles to conduct University Business on behalf of Highsmith Student Union.
  18. Other duties as assigned

  1. Knowledge, Skills, and Abilities  
  2. Knowledge of Highsmith Student Union and Highsmith Student Union policies and procedures.
  3. Knowledge of events in the Highsmith Student Union and throughout campus
  4. Knowledge of campus departments and campus layout  
  5. Excellent Customer Service skills 
  6. Effective verbal and written communication skills.
  7. Knowledge of cash handling policies and procedures.
  8. Ability to learn new software programs.
  9. One Port Time Management Software
  10. Cumulative 2.5 GPA

  1. Physical Requirements (list any physical requirements of the job – examples below)
  2. Lifting 60 ~ 75 pounds (paper cases & supplies)
  3. Bending and reaching
  4. Sitting for long periods of time
  5. Handwork

Opportunities for Skill Development on the Job

Common Outcomes
  1. Professionalism
  2. Communication
  3. Critical Thinking
  4. Problem Solving

Job Specific Outcomes
  1. Support an inclusive environment
  2. Responsibility/accountability
  3. Teamwork/relationship building
  4. Leadership
  5. Management/adaptability/administrative skills
  6. Autonomy/initiative
  7. Planning and organization
  8. Customer relations

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