Business Coordinator, Front Desks & Administration

Position Overview

The Business Coordinator, Front Desks & Administration in Housing & Residence Life reports to the Assistant Director of Housing Services and oversees all front desk operations in on-campus housing facilities. This includes scheduling of employees, distribution of keys, facilitating routine audits of systems and records related to front desk management, and working collaboratively with varying staff and agencies to ensure efficient mail and package delivery to on-campus residents.

The Business Coordinator establishes customer experience training and standards for front desk operations, including over 400 part-time student hourly employees. The Business Coordinator supervises 2-4 full-time staff.

Additional duties of the Business Coordinator include coordinating tours of housing facilities for prospective students and guests and assisting with summer camp and conference coordination to ensure seamless delivery of services that positively promote Housing areas.

Housing & Residence Life at the University of Kansas is home to more than 5,500 students across residence halls, apartments, and cooperative (scholarship) houses. The department is dedicated to fostering supportive on-campus living experience that promotes student growth and success.

• Provides leadership to all front desk operations by documenting processes and procedures for all operations and directly supervising 2-4 full-time staff who manage the day-to-day front desks functions.
• Ensures bi-weekly payroll is processed accurately and on-time for all front desk student employees.
• Oversees all aspects of front desk student staffing, including processes to hire, train, supervise, and evaluate desk assistants in all residential communities.
• Collaborates with other Housing & Residence Life staff to ensure open lines of communication and continuous support for residents, prospective residents, and their families.
• Ensures front line staff act within relevant compliance rules and regulations (FERPA, PCI, NCAA, Clery, etc.) and maintain privacy with respect to student information.
• Reviews and evaluates operational processes, making suggestions for departmental changes and updates that increase efficiency and support staff and users of front desk operations. Tracks data, assesses information, and create reports and/or presentations that include summaries and recommendations for improvement or to align with industry best practices.
• Serve as a lead use of enterprise systems, including CS Gold and RMS Mercury, to ensure that administration at front desks is routinely audited, system usage is being maximized, and that access is consistent with documented operating procedures.
• Plans and facilitates routine staff meetings with front desk staff, including administrative associates and student desk managers, in order to unify expectations, promote teamwork, and maintain working relationships with front desk team members.
• Coordinates staff training and tours of designated show rooms in order to highlight on-campus living.

• Provides information to inquiries and resolves issues/questions personally, when possible; may refer issues relating to policy or more complex situations to senior staff or other campus offices as appropriate.
• Receive phone calls, emails, and in-person visitors, and respond or forward to the appropriate staff member or unit promptly and professionally.
• Develops and implements on-going training for front desk student employees in order to emphasize customer service, consistency, and highlight priorities for front desk management.
• Reviews and evaluates day-to-day operations in order to make recommendations for improvements and/or changes.
• Travel between different residential facilities to ensure processes and staff are meeting expectations. Routinely engages in casual conversations to make the best experience for staff and the constituencies they serve. Ensures quality control and customer standards are met at front desks.
• Collaborates with other Housing & Residence Life and campus colleagues to establish and implement efficiencies in work processes and maintain effective communication across all relevant units.
• Communicates routinely and as needed with external stakeholders who interact with front desk operations, including areas such as campus locksmiths; custodial and maintenance staff; delivery drivers with UPS, Fed Ex, and Amazon; and the U.S Postal Service.
• Assists during prospective student visit days and orientation to represent Housing & Residence Life.

• Assists with oversight of the summer camp and conference program, including scheduling of facilities to maximize space.
• Provides administrative support to summer camps/conferences through key management and front desk scheduling.