Program Operations Specialist - Center Reservation Manager

Job Description

Office of Minority Affairs & Diversity has an outstanding opportunity for a Program Operation Specialist -
Welcome Center Reservation Manager
to join their team.

NOTE:

Applications will be reviewed beginning July 16, 2026.

Reporting to Assistant Director of Operations, the Program Operation Specialist - Welcome Center Reservation Manager is responsible for management, streamlining, and overseeing the welcome center, the reservations operation, and all the personnel associated with those areas. This includes supervising an average of 8-10 undergraduate students. This position will be responsible for the Samuel

E. Kelly Ethnic Cultural Center (Kelly ECC) welcome center, which is the first point of contact for anyone entering the Kelly ECC. Likewise, this position will also manage reservations for the Kelly ECC and the Ethnic Cultural Theater (ECT), including platforms and client interactions.

Due to the Kelly Ethnic Cultural Center hours of operations, the work schedule for this position is set as follows:

• Monday-Friday: 9:00 AM - 6:00 PM
• Late Night shift (12:00 PM - 9:00 PM) will be required for one day a week.

Evening and weekend work schedule will be arranged in consultation with direct supervisor. Limited tele-work options are available.

(50%) Welcome Center Operations & Customer Experience Management:

• Oversee daily operations of the Kelly ECC welcome center, ensuring a welcoming, inclusive, and professional environment as the primary point of contact.
• Deliver and model superior customer service across all channels (in-person, phone, and email), ensuring timely, accurate, and courteous responses.
• Manage welcome center functions including lead hiring, on-boarding, daily oversight, staffing, scheduling, shift coverage, shift reports, customer feedback, and building opening/closing processes.
• Respond to and resolve complex customer service issues using sound judgment, escalating when appropriate, and determining appropriate resolutions to ensure consistency and service quality.
• Effectively communicate with diverse, multi-generational audiences, including students, staff, faculty, and external clients.
• Balance high-paced operational demands with focused administrative responsibilities, ensuring consistency and attention to detail.
• Coordinate and monitor usage and supply of general office supplies, xerox/copy machine supplies and husky prints.

(40%) Reservations & Event Operations Management:

• Serve as the primary manager of the Kelly ECC reservations system, overseeing scheduling, client intake, and event coordination from inquiry through completion.
• Conduct client meetings and walkthroughs to assess needs, determine feasibility, and align expectations with facility capabilities.
• Evaluate and vet new groups and reservation requests to ensure alignment with University and Kelly ECC policies. Clearly communicate event requirements, logistics, and setup needs to internal staff and stakeholders.
• Interpret and enforce University, OMAD, and Kelly ECC/venue policies, articulating guidelines clearly to clients, RSOs, and partners.
• Apply point-to-point service and sales-oriented practices to guide clients through the reservation process, including invoice coordination and payment follow-up in collaboration with the fiscal office.
• Maintain a strong understanding of building capabilities and limitations to ensure safe, compliant, and successful events.
• Coordinate communication between front desk, reservations, and building operations teams to ensure alignment on events, priorities, and issue resolution.
• Track, monitor, and support reservation-related processes to ensure accuracy, timeliness, and effective use of systems (e.g., Mazevo).

(10%) Programming and other related duties:

• Lead and/or contribute to special projects and initiatives, as requested, that advance the mission, vision, values and goals of the Kelly ECC, including coordinating and leading student-centered programs and events (i.e OMA&D Welcome Daze & community graduation celebrations).
• Organize logistics for programs focusing on cultural, social, academic, personal, and professional development.
• Serve,…