Reporting to the Director of Housing Services, the Assistant Director of Residential Experience, for the Office of Housing Services, will oversee all guest relations and customer service experiences as well as community development initiatives and assist with marketing and assessment for the department. The Assistant Director will ensure a high-class customer service experience for the 1,400 graduate students residing at Columbia University, Irving Medical Center, throughout 7 residential buildings. As a member of the senior leadership team in the department, the Assistant Director will oversee all the 24/7 front desk operations by supervising 16 full-time, union staff (32BJ) door attendants; as well as the resident assistant program for the campus. In addition, the Assistant Director will supervise the 50 Haven Ave Athletic Center (fitness center) as well as the Mailroom Assistant, to evaluate internal business plans for opportunities, growth and increase overall customer service experience for the on-campus residents. In conjunction with the Director and Associate Director, the Assistant Director will provide assistance with department assessment and marketing (related to community/residential experiences) to streamline communications and publications for the department.
Front Desks and Door Attendant Supervision:
Responsible for the supervision, hiring, recruitment, training and evaluation of 15 - 17 full-time, union staff (32BJ) door attendants.
Create and oversee a 24/7 shift schedule for door attendant staff to accommodate work/life balance of overnight, morning and weekend shifts.
Oversee and assist human resources with all relevant human resource situations to door attendant staff (employee accountability, FMLA leaves, payroll inquiries, grievances, etc.).
Responsible for inputting door attendant's daily/weekly timesheets and monitor payroll and overtime budgets.
Oversee the training of door attendants through in person and module based programs.
Keep staff abreast of changes, routines and policies that affect door attendant knowledge of the department and building operations.
Ensure and provide flawless, upscale, professional and high class customer service experience with door attendants posts.
Oversee the maintenance and appearance of all desks to ensure cleanliness, supplies, information and appearance of desk operations.
Create, edit and train staff on standard operating procedures for successful desk operations.
Ensure all emergency training and supplies are up to date at all desk locations.
Conduct quality inspections and tours of desks and temporarily stand in for door attendant during breaks.
Resident Assistants/Community Development:
Assist with the recruitment and hiring of 6 graduate resident assistants.
Oversee the resident assistant training program in the summer and winter.
Supervise resident assistant's community development programs, administrative duties, on-call duty management and housing policy enforcement.
Attend and organize resident assistant staff meetings, one-on-one meetings and communicate daily updates to staff.
Communicate and meet with residents regarding housing policy violations (i.e. fire alarm activation, noise complaints, hallway/egress, apartment cleanliness, etc.)
Assist the Office of Housing Services with move-in and move-out responsibilities.
Oversee creation of future residential life experience programs for graduate students (i.e. faculty in residence program, collaboration with various student life offices and student clubs and organizations for inclusive program planning, etc.).
Oversee student life lounges/common spaces reservations for faculty/staff/students and charge backs for appropriate rental costs.
Arrange event planning needs for residential/student events with the Manager of Custodial Services and Grounds.
Assist the Director with outreach to school deans and student affairs personnel to enhance the residential life experience on campus and gain a pulse of student needs and supports.
Assess housing retention initiatives to increase occupancy based with an increase of residential and student life experiences.
Supervise the Office of Housing Services mailroom assistant and ensure daily schedule, packages and mail are delivered promptly.
Work with Information Technology Coordinator to upgrade and ensure package software works seamlessly.
Collaborate with the Assistant Director of Assignments to update mailing records of new residents and vacating residents.
50 Haven Athletic Center:
Oversee the 50 Haven Athletic Center staff and its daily operations by supervising the Manager of the Athletic Center and their direct reports.
Gather, analyze and evaluate internal business plans for opportunities, growth and mitigate challenges.
Assist with design, communication, and implementation of business operation changes.
Market and assist the Manager of the Athletic Center with fitness center membership dues, payments and budget allocations for supplies.
Ensure all compliance standards (CPR, pool certifications, equipment maintenance, etc.) are properly adhered to with the Manager of the Athletic Center.
Assist with overall training of the Athletic Center with the Manager for successful daily operations, customer service, etc.
Marketing and Assessment:
Collaborate with the Director and support efforts with departmental assessment of processes and services related to assignments, facilities/operations, customer service, community development, etc.
Review assessment reports and provide recommendations and actions plans to increase overall satisfaction of living on campus.
Assist the Director and Associate Director with annual marketing (pertaining to residential experience) for Office of Housing Services, including publications, e-communications and the web-site.
Streamline department communications in an effort to initiate appropriate new efforts, including social media, web, and print publications.
To assist the Director of Housing Services with day to day Housing administrative functions and other duties as assigned.
Develop and manage customer service initiatives including internal and external concerns via phone, email or walk-in process for all facilities and operations staff.
Attend various department, division and university meetings on a regular basis and complete all necessary compliance trainings.
Participate in student community initiatives to fulfill OHS' mission of building and enhancing quality of life for students.
Collaborate with the Associate Director, Assistant Director of Facilities and Operations, Assistant Director of Housing Assignments and Information Technology Coordinator with the development and implementation of the department's marketing and branding efforts and (web page, social media, and print information) to promote the on-campus experience.
Provide innovative ideas and strategic thinking to improve current Housing processes at volume, as well as, stay up to day on best business practices adopted by similar institutions or published in industry reports.
Take an active interest in identifying and participating in their professional development.
Exhibit the ability to engage in in-depth self-reflection and apply what they learned to their professional and personal lives.
Adhere to Association of College and University Officers-International (ACUHO-I), National Association of Student Personnel Administrators (NASPA), and American College Personnel Administrators (ACPA) ethical standards
Present workshops and training sessions for future students, families, staff, and students.
Serve on University, Divisional, and Departmental Committees as requested.
Bachelor's degree or equivalent in work experience. Plus five years of related experience
Experience with customer service and community development initiatives to increase residential life opportunities for university residential students.
Experience with professional development, conflict resolution, crisis management, and training programs.
Ability to collect and analyze data and assessment practices and apply them to the needs of the department.
8 or more years of work experience (including supervisory experience) in a related field (housing and residence life, higher education, business management, property management, etc.).
Master's degree in student personnel, higher education, or related field.
Preferred knowledge of student learning and student development, and experience working with diverse populations.
Technical competence and experience with StarRez, and Microsoft Office, social media sites. Candidates, who have other relevant experiences, including degrees in majors and minors that align with residential experiences/housing facilities and operations, will be strongly considered.
Ability to deal effectively with a diverse population.
Strategic thinking surrounding competing demands of campus partners.
Experience with student information systems and Housing Management Systems (StarRez) Microsoft Office Suite
The Office of Housing Services residential facilities do not close. We serve our students and remain open during all campus holidays and closures. Due to our 12-month operation, this position is considered an essential employee. In the event of severe weather or emergency situations, the university may suspend classes or close the university. This position would be expected to remain at or report to their facilities as soon as conditions reasonably permit.
Equal Opportunity Employer / Disability / Veteran
Columbia University is committed to the hiring of qualified local residents.
Internal Number: 515022
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.