Senior Residential Service Manager - Residential and Hospitality Services - Business Services Division

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn's distinctive interdisciplinary approach to scholarship and learning.

As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America's Best Large Employers in 2023.

Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.

The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.

Senior Residential Service Manager
- Residential and Hospitality Services
- Business Services Division

Administrative Coordinator

The Senior Residential Services Manager (Sr. RSM) will have full management responsibility for up to 2 Information Centers. Plan, implement, staff and manage front line resident and guest services operations, using A-5 and temporary staff, to residents, guests and visitors to the Quadrangle or Sansom Place. Operations will be provided 24/7/365 including holidays. The Sr. RSM will deliver, document and communicate a high level of customer service through processes and procedures, for either the Quadrangle or Sansom Place Information Center(s).

Develop strong working relationships with faculty, staff and students including critical colleagues, such as CHAS and Facilities Services. Inform customers and stakeholders of changes and updates in services, procedures, activities and events. Responsible for supporting, planning and implementation of technology and other upgrades to service delivery. The Sr. RSM will be considered University essential personnel and will have the autonomy to make daily decisions in order to provide better service and to meet the needs of their customers.

• Has full responsibility for management of up to 2 Information Centers (IC), and plans, implements processes, and manages front line resident and guest services operations to customers at the Quadrangle or Sansom Place.
• Prepares IC shift schedules for student staff, supervises 2 IC student managers, supervises up to 30 student staff workers, and temporary staff, to ensure operations are managed 7 days/week, 24 hours/day, including holidays.
• Oversees and implements documentation, communication and customer service delivery processes and controls for access & keys, guest access, life safety systems and general resident and guest support.
• Is expected to develop positive working relationships with colleagues, campus partners, and critical stakeholders, e.g., College Houses and Facilities Services, maintaining ongoing communications regarding services, activities, and events in those buildings.
• Assists in planning and implementing improvements and special projects in delivery of services.
• Serve on and positively contribute up to 2 departmental committees.
• The Sr. RSM will be considered University essential personnel and will have the autonomy to make daily decisions in order to provide better service and to meet the needs of their customers.

• Associate's Degree or Two-Year College degree required and 2 to 3 years of relevant experience or an equivalent combination of education and experience. BA/BS degree or equivalent preferred.
• Excellent decision-making, ability to work independently with limited supervision, knowledge of office procedures and equipment.
• Demonstrated ability to manage multiple projects simultaneously.
• Competency with computer applications essential:
  Word processing, Spreadsheet, Database, Web applications.
• Excellent written, organizational & verbal communication…