Position Description The Business Operations Supervisor (BOS) manages the business office and 24/7 information desk in a residence hall or apartment complex. The BOS manages hall/apartment occupancy, housing contract processes and policies, summer conference/apartment operations and the hall/apartment information desk. The position directly supervises student employees who work at the information desk and business office, conduct hall tours, and provide services for residents and guests throughout the academic year and summer.
The BOS provides guidance for residents in navigating their contract, assignment, and bill at the building-level. They support the community culture of the building as a critical access point for residents, potential residents, and their guests. The BOS supports several central-based processes that ensure optimum occupancy and customer satisfaction. The BOS reports to the Coordinator, Housing Operations.
Responsibilities: Responsibilities for this position include the following:
30% Housing Operations Management
• Manage, direct, and lead all business operations within a residence hall/apartment complex. • Manage and administer all housing contract policies and procedures. • Implement and manage housing processes and procedures including: room/apartment changes, resident check ins/outs, contract release requests, disability accommodations, and occupancy reports. • Manage the student class load credit monitoring process, at the building level, in collaboration with the Residence Director (RD) and the Housing Billing Specialist. • Manage and monitor the business operations budget ranging from $67,000 to $180,000 annually within a residence hall/apartment complex. • Ensure functioning of business office equipment and facilitate regular maintenance and upkeep. • Purchase and inventory supplies for building operations and community programs. • Oversee and regularly audit the use of keys for resident rooms, community space, vendors, and trades workers in collaboration with the Facilities Operation Supervisor (FOS). • Serve as department access control staff member for resident/guest access. • Implement and enforce information desk policies. • Coordinate scheduling of common space within the hall/apartment. • Provide consistent internal and external communications utilizing electronic messages and other communication mechanisms. • Serve as the initial responder within the hall/apartment Customer Relationship Management (CRM) system in collaboration with the building Residence Life staff. • Respond to and work to resolve resident/guest/parent questions/concerns and advise residents/guests/parents on hall/apartment policies and procedures. • Coordinate hall tours in collaboration with University Admissions and train student staff on the Housing & Residence Life brand. • Submit charges to student accounts for lost keys and other items.
25% Supervision of Business Operations Staff
• Hire, train, schedule, supervise, and evaluate Business Office Assistant (BOA) and Office Assistant (OA) staff (20-45 students) working at the information desk, business office, and conducting building tours. • Facilitate ongoing training and development initiatives for student staff. • Monitor and complete assigned payroll functions for hall/apartment student staff, serve as backup payroll processor for the facilities operations supervisor, and assist with select human resource tasks. • Complete onboarding process for new student employees.
20% Administer the Summer Housing Program
• Plan and execute the summer housing program in a residence hall in collaboration with Conferences & Event Services (CES) or in an apartment complex in collaboration with the RD. • Select and train the Hospitality Specialist (HS) and Hospitality Business Specialist (HBS) staff in a residence hall in collaboration with CES. • Supervise, schedule, and evaluate a 5 - 16 HS and HBS staff members. • Receive notification of summer Incident reports and follow up with guest/resident, CES, and conference coordinator, and HS staff.
15% Manage the Hall/Apartment Information Desk
• Manage day-to-day Information Desk operations and processes. • Utilize the IDEA (Information Desk Electronic Assistant) computer program to manage and monitor Information Desk processes. • Develop and implement Information Desk policies and procedures. • Resolve resident/customer complaints related to the functions of the Information Desk. • Support an inclusive, welcoming hall/apartment environment.
• Meet regularly with the building management team and facilitate the meetings in rotation with the RD and the FOS. • Serve as the business office and operations training contact for new Residence Life Staff in the residence hall/apartment complex. • Meet regularly with the Coordinator, Housing Operations and attend BOS staff meetings. • Attend professional development training opportunities. • Serve on departmental committees. • Serve as a primary building contact with University offices and departments. • Other duties as assigned by the Coordinator, Housing Operations.
• Bachelor’s degree and 4 years of post-bachelor’s supervisory, operational, or administrative experience or a combination of education and supervisory, operational, or administrative experience totaling 8 years. • Experience operating, maintaining, and completing troubleshooting for office equipment. • Experience working with computers. • Experience providing customer service.
• Demonstrated commitment to diversity and social justice. • Demonstrated understanding of the educational value of on-campus housing. • Strong communication skills and ability to correspond effectively. • Experience training others on policies and contracts. • Experience in housing operations on a college campus or previous experience in university student affairs. • Experience hiring, training, developing, and supervising students in a university environment.
Internal Number: 328739
About University of Minnesota, Twin Cities
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