Guest Services Manager

Requirements

• Experience in Student Housing, Student Affairs, or Conference/Event operations
• Experience in emergency and crisis management
• Experience supervising professional or student employees
• Experience with conference/event systems such as Kinetics or EMS
• Valid driver's license or ability to obtain one
• Experience serving in an on-call capacity
• Salary Range
• $51,000 - $53,000
• Required Application Documents
• Cover Letter, Resume/CV
• Employee Benefits
• Review our detailed benefits information here.
• Explore the additional perks of working at CSU here.
• For the total value of CSU benefits in addition to wages, use our compensation calculator.
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• Background Check Policy Statement
• EEO

Benefits

Additional Information

Job Description Position Summary: The Guest Services Manager oversees operations of 15 community desks, supervises student managers and desk staff, maintains customer service standards, coordinates operational processes, and ensures crisis protocols are followed. Full Consideration Date: This posting will remain open until filled. *This is a fixed-term position with an anticipated end date of August 31, 2026. Work Unit: University Housing oversees 15 on-campus residence halls and four apartment communities, that includes first-year students through to families. Its mission is to create vibrant, inclusive communities that enrich the on-campus housing experience by supporting academic success, personal and social development, and global engagement. Essential Job Duties: Supervise, train, schedule, and evaluate 15 student community desk managers responsible for residential reception desks. Manage and implement policies and procedures across 15 community desks ensuring consistency and efficiency. Coordinate and lead annual and ongoing training for 175+ academic year desk staff and summer conference staff. Oversee residence hall opening/closing processes and collaborate with internal partners for operational needs. Maintain and administer holistic hospitality training programs for both academic year and summer operations. Make budget decisions related to Guest Services and Community Desk operations ($550K budget). Analyze and improve functional areas by developing new or revised procedures. Perform other related duties as assigned. Conditions of Employment: Pre-employment Criminal Background Check (required for new hires) Decision Making: Determines appropriate levels of confidentiality and discretion in sensitive situations. Makes in-the-moment decisions for staffing, desk operations, and crisis response. Leads budget allocation decisions within the Guest Services budget. Develops, interprets, and revises policies and procedures for desk operations. Sets priorities for projects and assigns tasks based on staff strengths and workload Supervision: 15 student Community Desk Managers 175 academic year front desk student assistants 40+ summer conference student assistants Minimum Education: Bachelor's degree Minimum Experience: 2 years' experience supervising and scheduling college/university student staff 2 years' varied experience working in customer service/guest relations capacity Experience using Microsoft Office applications

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