The Housing Operations Manager (HOM) is responsible for all aspects of the robust Summer Housing Process at University Center which serves individuals, interns, groups, corporate clients, summer camps, short-term hotel-style bookings, and more, as well as supports the Housing Team throughout the academic year.
Key responsibilities include reviewing contracts for vital information, preparing billing and ensuring payment is made prior to arrival, coordinating turnover of rooms and preparing critical teams for arrivals/departures, and communicating directly with individuals and clients. The HOM coordinates meal plans, as well as meal plan billing and reconciliations. Additional duties include ensuring web information is up to date at all times, including summer booking availability through maintaining occupancy data in coordination with the Director & Assistant Director of Housing to successfully maximize property performance.
UC’s Guest Service Intern Program hosts approximately 10 live-on interns each year and is a vital aspect of the summer housing operation. The HOM is also responsible for recruiting, interviewing, and selecting these interns. Outreach with and travel to various universities for career fairs to aid in recruiting efforts throughout the year is required. The HOM is responsible for all aspects of onboarding, training, and oversight of the interns, as well as their professional development during the internship.
This position will provide excellent customer service and assist with all aspects of housing operations within the community. As with all positions, other duties may be assigned by a supervisor to meet property operations and urgent needs, as well as keep candidate’s professional development goals in mind. Ideal candidate should be flexible and capable of prioritizing tasks when working in a busy and changing environment.
What You’ll Do:
Oversee operations and ensure efficient management of the summer housing program. Review all group housing contracts in detail to ensure systems are setup and preparations are properly made for their arrival and departure dates, guest counts, unit type, rates including payment schedules, meal plan requirements, etc. Produce and distribute detailed group resume prior to group’s arrival and communicate changes to the Sales and Housing staff and UC management team. Create notices, forms, statements, billing reminders, announcements, etc. to communicate with residents and clients clearly, concisely, and effectively with a customer service mindset. Assist in planning move-in and move-out processes for both summer and academic year terms. Candidate must be available to work flexible shifts and on evenings/weekends during peak summer/move-in/move-out periods. Establish summer housing and academic year individual leasing occupancy and assignment plans while working closely with Sales and Leasing teams to identify needs and availability. Recruit, train, and manage Guest Service Intern program. Develop and maintain summer housing training. Assist in coordinating unit turnover, linen needed, and amenity setup. Communicate key information about incoming summer group needs to team members. Implementation and ongoing management of housing software programs. Maintain an up-to-date residential management database to reflect contract termination and room changes, as well as living options, gender, and institutional percentages. Maintain student access to building, removing access for students who have cancelled, and process room changes in the ID card system. Ensures the successful execution of housing assignments. Manage applications, contracts, assignments, and related data in the StarRez Housing database. Maintain resident files and ensure that all required paperwork has been submitted. Communicate in person and on the phone with information about meal plans, housing services, amenities, special services, and more, including upselling items when applicable. Assist in the monitoring of expenses where applicable. Send summer account statements to residents, assign collection of individual collection accounts to interns, flag residents in access system, communicate with clients as needed. Manage inventory and distribution of summer housing supplies. Explain University Center policies, procedures, facilities and unit descriptions to students, parents and staff. Assist Director of Housing with occupancy planning, unit assignments, and roommate matching. Assist Sales Staff with reports, projects, tours and presentations as needed.
Skills & Experience Needed:
Bachelor’s Degree or high school graduate with minimum one-year experience in at least one of the following: Hotel reservations, sales, or operations University housing operations or assignments Direct oversight of collegiate summer housing / conference program Familiarity with StarRez housing management database strongly preferred. Previous supervisory, training, or scheduling experience preferred. Excellent customer service skills, while maintaining the highest standards of professionalism Ability to work and make decisions in a fast-paced environment. Excellent verbal and written communication skills Proven ability to work productively with a diverse range of students and staff, as well as in high-stress or crisis management situations. Outstanding interpersonal communication skills; conflict resolution and problem-solving Computer literacy required, ability to navigate Microsoft Office and learn new software systems successfully Willingness to obtain Illinois Required Leasing license within 120 days.
* Full-time staff members that are required to live on-site per the terms of their position are eligible to receive a discount of 100% on rent.