Assistant Director of Support Services
Conferences & Visitor Services (C&VS) represents the University in welcoming visitors; plans and hostsconferences, events, and summer camps; and operates the University of Maryland Welcome Desks. As amember of the department of Conferences & Visitor Services (C&VS), the Assistant Director, Support Services, will oversee staffing and day-to-day management of the summer housing program and year-round visitor services program. Primary responsibility includes providing oversight of all 24-hour residential service desks and support services during the summer; managing the summer employmentprogram, including recruitment, training, and retention of C&VS student staff; indirectly managingC&VS’ visitor services program, including the welcome desks; providing and supervising direct programmanagement services to clients, and other duties as assigned by the Associate Director, SupportServices, in relation to summer housing program and visitor services program. The Assistant Directorwill also supervise one Program Manager. The Assistant Director of Support Services is a member of a six-person conference management team,which also includes hospitality management and conference operations.
Specific duties include:Direct and supervise the summer housing operation, which includes:
• 24-hour summer hospitality operations serving 15,000 – 20,000 residents per year. This includesoversight of service desks in all open residence halls, key management and distribution, andcontractually required program support activities.
• Maintain operating and training procedures for all service desk and related support functions. Design, produce and distribute summer information materials for guests, residents, students,camp attendees and special groups.
• Conduct information sessions and orientation for students and parents when requested,including information concerning practices related to minors.
• Facilitate training sessions to prepare student employees for job requirements.
• Oversee performance evaluation and disciplinary activities for all student staff as needed, anddesign, plan, and facilitate staff development and appreciation activities.
• Participate in planning meetings throughout the year with client department representatives,service providers, environmental safety, Public Safety, and program management staff.
Direct and supervise C&VS student staff recruitment, retention, and development program, whichincludes:
• Oversee the annual recruitment, interviewing, hiring, training, onboarding, and assignment of100+ new undergraduate and graduate student employees.
• Conduct and/or oversee employment-related marketing, web application process, referencechecks and interviews.
• Design and implement general training for all student employees to prepare them for front-lineservice, safety, visitor service and supervisory roles.
• Maintain disciplinary program and conduct reviews and ongoing training exercises to ensurehighest levels of service. Design and implement assessment, student development strategies,and learning outcomes for summer student staff as assigned, analyze and report data to leadersand stakeholders.
• Provide mediation and conflict resolution among employees, clients, parents, students, coaches,and university offices and staff.
• Collaborate with Counseling Center, Health Center and other University assistance resources toensure students get access to services when needed.
Supervise C&VS Visitor Services program, which includes:
• Provide daily oversite and management of 1 Program Manager.
• Supervise the management of the Welcome Desk at Turner Hall. Ensure that expectations aboutwelcome desk services are understood and shared among the various constituent departments.
• Supervise the management of the K-8 tour program, ensuring appropriate staffing levels andshift coverage to support non-admissions tour operations.
• Ensure that communication lines are open and used with a degree of frequency to keep everystakeholder and employee confident about the roles, quality, and effectiveness of the welcomedesks.
Supervise Program Management functions, which includes:
• Service design and fulfillment for assigned/managed programs, including co-delivered services inpartnership with Pre-college (TRIO) Programs, Academic Achievement Program and The NewStudent Orientation program.
• Supervise Program Management staff to ensure outstanding service in the management ofcomplex programs throughout the course of the summer.
• Ensure timely billing, contractual, and financial services tasks are completed to ensure costrecovery for the department of services rendered.
Minimum Qualifications:
Bachelor’s degree required. Seven (7) years full-time management and supervisory experience required. The equivalent of a Master’s degree and five (5) years full-time management and supervisory experience is also acceptable.
Knowledge, Skills, and Abilities:
Leadership, training, program planning, mentoring. Analytical and problem-solving skills. Strongorganizational, supervisory, delegation and communication skills. Ability to plan, coordinate, and directlodging services. High ability to conduct training, interviewing and assessment. Thorough workingknowledge of relevant Human Resources, Equal Employment Opportunity requirements. Articulateleadership, speaking, mediation, and problem resolution skills. Exceptional organizational ability. Excellent coaching and mentoring skills. Capable of interacting accurately and successfully with a broadrange of people on many levels. Understanding of operations and goals of campus housing in general,and conference services. Ability to cultivate relationships at many levels and to understand andcommunicate priorities and perspectives of others as it relates to the work of Conferences & VisitorServices.
Preferences:
Experience training/supervising large numbers of staff, frontline customer service, use of technologysufficient to train others, high volume service roles and supervising young people / college students.
Salary:
$90k - $100k, commensurate with experience
The University of Maryland, College Park, actively subscribes to a policy of equal employmentopportunity, and will not discriminate against any employee or applicant because of race, age, sex,color, sexual orientation, physical or mental disability, religion, ancestry or national origin, maritalstatus, genetic information, political affiliation, and gender identity or expression. Minorities andwomen are encouraged to apply.
