Residential Services Manager, Residential & Hospitality Services

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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.

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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.

Residential Services Manager, Residential & Hospitality Services

Customer Service Assistant Senior

The Residential Services Manager (RSM) will have full responsibility for one of twelve Information Centers (IC) in the College Houses and serve as part of a team responsible for the safety, appearance, and overall condition of the building.

This individual will manage a front-line resident and guest services operation serving varied Residential & Hospitality Services (RHS) customers. The IC will operate 7 days/week, 24 hours/day, including national holidays and recognized University holidays. The RSM will assist in developing information, communication and customer service delivery strategies for all 12 ICs while promoting a positive image and act as an ambassador to the University.

The RSM will be responsible for developing positive working relationships with colleagues and critical members of other departments such as College Houses and Academic Services (CHAS) and Facilities and Real Estate Services (FRES).

The RSM will also be expected to maintain ongoing communications regarding activities and events serving the communities in his/her designated building. The incumbent will have the autonomy and authority to make daily decisions in order to provide better service and to meet the needs of their customers.

The RSM is considered University "essential" personnel and is expected to work when normal campus operations are suspended (e.g. inclement weather) or if there is an emergency impacting on‑campus residents. In addition, this position will be expected to work outside of regular schedule during peak activity periods (e.g. move‑in). To the extent possible, managers will provide timely notice of modified work schedules.

• Responsible for one of twelve Information Centers (IC) in the College Houses and Sansom Place and serve as part of a team responsible for the safety, appearance and overall condition of the building.
• Manage a front‑line resident and guest services operation serving varied Residential and Hospitality Services customers. The IC will operate 7 days/week, 24 hours/day, including national holidays and recognized University holidays.
• Assist in developing information, communication and customer service delivery strategies for all 12 ICs.
• Promote a positive image of RSM and act as an ambassador to the University.
• Responsible for developing positive working relationships with colleagues and critical members of other departments such as College Houses and Academic Services (CHAS) and Facilities and Real Estate Services (FRES).
• Expected to maintain ongoing communications regarding activities and events serving the communities in his/her…