Associate Director of RIT Housing

Associate Director of RIT Housing

9449BR

Finance & Administration

Aux-Housing

Job Summary

Under the direct supervision of the Executive Director of RIT Housing, the Associate Director provides leadership for two ancillary programs; the conference program and student-intern housing. These programs are vital in subsidizing RIT Housing's operating budget. The Associate Director is to create and direct a comprehensive customer experience for all of students and guests in RIT housing that results in improved retention, a competitive edge for RIT Housing, and increased profitability.

Please note-this position requires the ability and willingness to work some weekends

Job Responsibilities:

Hire, train, mentor, supervise, and evaluate the performance of two staff members - Assistant Director and Housing Service Coordinator. Two coop students and 6 conference student assistants. Quarter of the year supervise a team of custodial mechanics.

Provide leadership of the Conference Program which generates over $1.5M in revenue and hosts over 30 conference groups, accommodating over 3,500 adult and youth guests. A primary goal for this program is to expand and enhance our offerings.

Develop and implement a business plan that provides strategies for consistent growth and improvement related to the use of RIT housing during the summer for both the conference program and summer term housing.

Develop, monitor, and maintain a conference department operating budget. Using benchmark data set annual conference housing rent rates for various housing locations and participant demographics, create invoices and billing. In addition, set annual rates for amenities: linen packages, conference room rental, and custom move-in and move-out services.

Create contracts via Procurement Services with external vendors for services and supplies.

Partner with Procurement Services to conduct an annual competitive bid for a cleaning company to provide a skilled team of custodial staff that are trained to deliver a hotel-level cleanliness. This position oversees custodial services for our conference program housing located in residence halls from mid-May through the end of August.

Supervise a lead custodial supervisor and a team of up to 17 custodial mechanics. Train the custodial team regarding RIT's policies and the proper use of RIT approved cleaning products. Provide training on software related to conference housing, including StarRez. The Associate Director will ensure proper equipment and supplies are provided, develop work schedules, and continuously evaluate the quality of work completed.

Provide a customized stay for all conference groups. Offering specialized check-ins and check- outs, preferred locations, additional space such as lounges and classrooms, linen, altering bed heights to group's specifications, and after hours on-call support.

Create full marketing campaigns and website that showcases the conference program and services, tailored for distribution to both internal to RIT and external conference organizers.

Collaborate with Auxiliary Facilities and Facilities Management Services (FMS) to coordinate guest assignments and the work associated with capital projects, maintenance, and summer turn. Facilitate a weekly meeting with staff from Auxiliary Facilities, FMS project managers, custodial, and maintenance, Residence Life, Public Safety, RIT Service Center, Health & Safety, and RIT Housing in order to streamline information sharing and coordinate work in the residence halls. Ensure milestones are being met and all parties are aware of the timing for various groups moving in and out. These meetings begin in the spring and continue through fall move-in.

Collaborate with K - 12 and Environmental, Health & Safety to ensure compliance with rules and laws regarding the safety and well-being of all underage guests participating in conferences with housing. Ensure that all conference group leadership understand and abide by required safety policies related to underage participants with overnight programs.

Manage the StarRez conference module and portal, where conference organizers conduct their business with RIT's Conference Program.

Hire, train, and supervise conference staff. Two co-op students and 6 student staff.

Make a post-conference follow up with conference organizers to collect feedback about their group stay.

Provide leadership and direction to ensure a comprehensive customer experience that makes our students, their families, and our colleagues feel valued, understood, and satisfied with their interactions with RIT Housing. This involves assessing and utilizing analytics from the RIT Service Center data, surveys, and focus groups. Develop communication journeys for each student classification (incoming freshman, transfer, grad, and current student) starting from their acceptance to RIT through their years in RIT Housing. Train Housing staff, student workers, RSC staff, and other departments on ServiceNow and RIT Housing's processes and terms and conditions. Ensure quick resolutions to level two tickets by monitoring RSC tickets assigned to RIT Housing staff and intervening if standard response time is approaching. Empower staff to make decisions and exceptions by sharing our department document that outlines the empowerment of each staff member related to RIT Housing terms and conditions. Consistently engage in best practice discussions related to all RIT Housing processes and events. The ultimate goals related to a comprehensive customer experience is happy and satisfied customers which leads to improved retention, a competitive edge for RIT Housing, and increase profitability.

Non-RIT student internship housing program: develop, implement pilot, and grow to a viable new business for RIT Housing. Collaboration with Government and Community Relations. Business plan includes operational strategies, policies, collaboration with partners on campus to offer amenities, development of corporate partnerships, create marketing for internal to RIT and external for businesses, organizations, and universities. Establish a budget, rent rates, and rates for offered amenities.

Primary RIT Housing contact for the RIT Service Center (RSC) and ServiceNow team. As the department service owner and delivery manager, oversee operations to support the partnership between RIT Service Center and RIT Housing.

Submit requests for enhancements or changes to RIT Housing's presence in ServiceNow.

Schedule training of RSC agents for all large-scale housing events. Provides videos, screenshots, and manuals.

Determine necessary RSC coverage outside of typical work days and hours for special events.

Ensure that knowledge base articles (KBA) are created for any new events/situations and existing KBAs are kept up to date, accurate, and written in a professional manner.

Review feedback provided by the RIT Service Center in order to identify and implement process and communication improvements and provide direct feedback to RSC leadership regarding agent performance.

Attend weekly and monthly meetings with RSC staff as well as quarterly meetings with Service Owners and Delivery Managers.

Create dashboards, service categories, and action symptoms and analyze data to provide feedback on process and communication improvements.

Monitor RSC Slack channel whenever the RSC is open.

Collaborate with the ID Card Office to ensure timely upload of incoming student photos and delivery of ID cards to RIT Housing for distribution during fall and spring move-ins.

Required Qualifications:

Experience:

• 4 years experience working in business, hospitality/customer service leadership roles including administrative functions and building strong relationships with clients.
• 4 years experience in influencing the growth and improvement of a business or program.

Skills:

• Strong supervision experience
• Utilize strong analytical skills to make data-driven decisions
• Excellent written and verbal communication skills
• Develop and manage an operational budget that exceeds $1M
• Proven marketing skills: hardcopy print, digital communications, website
• Goal oriented - demonstrated persistence and overcome obstacles
• Highly self-motivated
• Entrepreneurial mindset - identifying opportunities and pursuing them
• Prioritize and schedule work to ensure efficient use of time and resource
• Organize and schedule work of others
• Experience with database management systems
• Demonstrated ability to present information and conduct training sessions.
• Continuously seek opportunities for improvement to enhance efficiency and effectiveness
• Ability to operate in a fast-paced environment, managing multiple tasks and projects simultaneously
• Manage difficult or emotional customer situations. Respond promptly to customer needs and requests for service and assistance.

Preferred Qualifications:

Working knowledge of StarRez

Knowledge of sign language

Professional Area:

Employment Category: Fulltime

Staff Job Function: Wage Band: $45700 - $76500

Hourly/Salary Minimum: $45700

Hourly/Salary Maximum: $76500

How to Apply

In order to be considered for this position, you must apply for it at: http://careers.rit.edu/staff. Click the link for search openings and in the keyword search field, enter the title of the position or the BR number.

The direct link to this posting can be found here: https://sjobs.brassring.com/

Additional Details

RIT does not discriminate. RIT is an equal opportunity employer that promotes and values diversity, pluralism, and inclusion. For more information or inquiries, please visit RIT/TitleIX or the U.S. Department of Education at ED.Gov

Hourly/Salary Minimum: 45700

Hourly/Salary Maximum:76500

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