Reporting to the Manager, Operations & Customer Service, the Associate Manager, Welcome Desk is responsible for operating the Welcome Desk in Lerner Hall which supports the delivery of services to students, tenants and visitors. The Associate Manager is responsible for identifying, creating and implementing solutions to improve communications and customer service at the Welcome Desk that are designed to support the delivery of services to students and visitors, as well as the other tenants of Lerner. The incumbent will participate in policy formulation and implementation of procedures related to the communication and guest services at the Welcome Desk.
The Associate Manager supports the Manager, Operations & Customer Service by performing daily audits of work which falls under a Facilities Service Level Agreement (SLA), including inspections of the common areas, office areas, reporting any equipment in need of repair and spaces that are unclean. The Associate Manager must work closely with counterparts in Public Safety, Facilities, University Event Management, Student Affairs, and a variety of building tenants.
Oversees the efficient and secure management of entry into Lerner Hall, utilizing a combination of guest management software, guest books, event lists, tenant, student & visitor identification and University Web directory
Responsible for all special services provided by the Welcome Desk. Reviews services regularly and recommends new services to provide additional Customer Service to students, staff, and visitors.
Supervises work activities of the Assistant Managers, Casuals, and Student Workers assigned to their shift with emphasis on excellent customer service. Sets a high standard for Customer Service among all Welcome Desk employees. Develops standards and maintains continuous training programs for the Welcome Desk Staff.
Under the direction of the manager, helps identify projects for annual refresh program and/or inclusion in the Department's long range capital plan.
In the absence of the Manager, acts as the departmental liaison with Facilities and Public Safety to address and resolve maintenance, custodial and security issues.
Collaborates with the Manager to develop an informational guide for reference material to support organization of Welcome Desk. Must be knowledgeable of all areas of Lerner operations and the overall campus operations.
Expected to present a professional image when providing student and visitor service regarding Lerner Hall Operations, including building and events.
Monitors cleanliness and order of public building areas. Enters requests into Facilities work ticket database system on computer and follows up with outstanding issues.
Acts as the primary point of contact for all guests entering Lerner Hall, which supports undergraduate and graduate students, administrators and Columbia non-affiliates for activities and events. Diplomatically and effectively answer questions and resolves visitor issue/problems
Maintains a series of analytics and updates reports in order to track volumes, progress and data points for the building and its services.
Interacts with other campus departments to ensure full visitor service, particularly with University Event Management staff and events. Utilizes a variety of tools to assess customer's opinions, including surveys and feedback forms.
Responds to emergency situations which may occur during evenings and on weekends, assumes leadership responsibility when necessary. Reports emergencies and fire alarms to Security; works well under pressure and in difficult situations
Manages special projects, continuous improvements, and other duties as assigned.
Bachelor's degree and/or it's equivalent related experience required
2 to 4 years related experience required.
Demonstrated ability in guest relations, with proven record in working effectively with various constituencies.
Must be organized and detail oriented.
A strong customer service attitude with the ability to deal with constant customer interaction both in person and on the telephone is required.
Must be flexible to work evenings, weekends, and holidays.
Ability to manage high-volume workload and multitask while working as part of a team.
Excellent communication (verbal and written), and interpersonal skills are required.
Proficiency in Word and Excel is necessary.
Equal Opportunity Employer / Disability / Veteran
Columbia University is committed to the hiring of qualified local residents.
Internal Number: 503448
About Columbia University
Columbia University is one of the world's most important centers of research and at the same time a distinctive and distinguished learning environment for undergraduates and graduate students in many scholarly and professional fields. The University recognizes the importance of its location in New York City and seeks to link its research and teaching to the vast resources of a great metropolis. It seeks to attract a diverse and international faculty and student body, to support research and teaching on global issues, and to create academic relationships with many countries and regions. It expects all areas of the university to advance knowledge and learning at the highest level and to convey the products of its efforts to the world.