Residential Guest Services Manager

The University Housing Residential Guest Services Manager is a 12-month mid-level management position responsible for the overall operational management of the University Housing Residential Guest Services (RGS). The Residential Guest Services program includes conferences, intern center, guest housing and short-stay programs. This role is responsible for managing, developing and sustaining the guest services business operations to aid in the growth of revenue generation for University Housing.  

This position is responsible for management of all aspects related to non-UWM student contracting process, for both individuals and groups. This role ensures compliance with FERPA, UWS 136, minor protection policies and PCI compliance.  The Residential Guest Services Manager will also oversee the planning, preparation, and coordination of contracts, room assignments, and other support services for the residential guest programs.

The University Housing Residential Guest Services Manager also selects, trains, supervises, and evaluates student staff who support the functions of the Residential Guest Services programs.
** 55% - Residential Guest Services
** Responsible for the management of the residential guest service program, which includes conferences, intern center, guest housing and short-stay programs, utilizing UWM University Housing facilities. Coordinate and collaborate with University Housing and campus stakeholders in the use of all housing facilities for residential guest programs.  Manage and monitor the residential guest services operational budget, making budgetary recommendations and/or proposals to further efficiency and revenue growth efforts.

Coordinate the development and revision of reports and dashboards to provide data transparency related to residential guest services operations across all housing units.  Assess guest satisfaction of their interaction/stay. Ensure residential guest service standards are routinely evaluated and met.  Directly supervise student staff to support administrative duties, customer support and front-of-house operations such as check-in/out of guests. Provides leadership, support, consultation, instruction, education, and referral to guests, stakeholders, students and their families, staff and visiting faculty related University Housing contracting policies and procedures while upholding the Family Education Right to Privacy Act (FERPA) and PCI compliance.  

Supports business operations by providing office coverage during open office hours, answering phone and emails. Role may require evening and weekend work.
** 5% - Additional Duties*
* * Actively respond, as directed by Housing leadership, in the event of an emergency, assisting staff and residents on-site in instances of building or student emergencies.
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* Physical Requirements:

*** Some lifting, no more than 15 pounds(Final salary offer will be determined based on qualifications and experience)2 years post bachelor’s full-time work experience in university camps and conferences, university residential housing, hotel management, event planning, hospitality or other business auxiliary of a university or college.

Previous experience in supervision of student and/or graduate level employees. Budget development and/or budget management experience.  Technical skills (computer and database systems). Ability to work a flexible schedule, nights and weekends may be required.

Strong communication skills (interpersonal, written and verbal) Customer service experience with diverse populations One-year direct customer service experience.  Demonstrated ability to build client relationships.  Demonstrated ability to assess and/or evaluate program standards.  Demonstrated ability to solve complex issues.  Direct higher education experience, with preference given to those with university housing experience.  The University of Wisconsin-Milwaukee (UWM) is Wisconsin’s second-largest university, with a unique dual mission of access and research to provide high-quality education for students from all backgrounds.

UWMis one of 146 top research universities recognized as “R1” by the Carnegie Classification of Institutions of Higher Education. At UWM, we are committed to creating positive employee experiences, so our team members are able to thrive and excel in their work. UWMoffers a comprehensive benefits package and contributes toward the cost of several benefit plans. Employees with a qualifying position also receive an  including vacation, sick leave (with no expiration), personal holiday, and paid legal holidays.

Please visit  to view summary benefits information (Compensation figures are for example purposes only).
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