SUMMARY
Conferences@UVA is part of Housing and Residence Life team at the University of Virginia. During the summer, Conferences@UVA provides full-service event coordination such as housing, meals, and parking for individuals attending various conferences, camps, and academic programs at the University of Virginia with a focus on housing these programs in our dorms and upper class apartments. Each summer, we execute over 100 conferences and serve approximately 12,000 guests.
The Operations Supervisor (OS) leads and motivates a team of conference assistants (CAs) and they are responsible for day-to-day operations, coordination of event-related logistics, information management, and record keeping in the conference software program, StarRez. The OS is responsible for assisting and delegating tasks and executing daily activities both in the office and out in the field. The OS serves as a conference expert for an assigned number of conference groups and also performs a wide variety of tasks as part of the overall conferences team throughout the summer including communicating with clients, group check-ins and check-outs, preparing room keys and dining cards, inspecting guest rooms, answering phones and guest questions, linen distribution and collection, on-call rotation shifts and other tasks as assigned. Since our office is open 7-days a week during the summer, the OS is required to work a flexible hourly schedule, including some nights, weekends, and holidays. The hours of the position will be approximately 35-40 hours a week, and will include participation in a mandatory paid after-hours on-call rotation throughout the summer.
RESPONSIBILITIES
Supervision and Conference Operational Duties
- Assist in hiring, training, and evaluating CAs and supervisors and overseeing weekly staff meetings and teambuilding
- Oversee, support, and participate in the daily operational tasks required to operate a successful conference. This includes, but is not limited to
- Updating StarRez and obtaining client’s conference materials and print rosters, labels and other necessities
- Ensuring that keys, access cards, and dining cards are properly packed before group arrival and post-inventoried after the group’s departure
- Scheduling and participating in room inspections as needed prior to and post conferences
- Coordinating, distributing, and collecting new and used linens/pillows to rooms and other required onsite tasks
- Creating and distributing signage as needed o Assisting with bed-lowering as needed
- Coordinating transportation training and providing transportation as needed with company vehicle
- Abide by and be knowledgeable of University and Conferences@UVA operating procedures, policies, and philosophies
- Other duties as assigned
Conference Customer Service
- Serve as a Conference Expert for an assigned number of conference groups while working with the CAs, providing exceptional customer service to clients and guests before they arrive and during their stay, and ensuring proper record keeping of bed-nights and services for billing purposes
- Review program’s contracts, guarantees, rosters, and schedule of events
- Oversee program’s check-ins/out (through set-up and breakdown)
- Ensure check-in/out summary records are accurate related to attendance for assigned conference groups
- Oversee other conference prep for assigned conferences (inspections, special requests, etc.)
- Maintain complete records of all activities and transactions that occur during each group’s stay
- Work closely with team members assigned to different programs to transfer their documentation into StarRez data management program and digitally on the server
- Assist in the main office or in the field as needed, answering phone calls and emails and working the front desk as needed
- Assist other team members in preparing for other conference group arrivals and departure
- Other duties as assigned
On-Call Rotation
- Participate in the after-hours on-call rotation with other supervisors, during which the OS is responsible for answering after-hours on-call phone and handling after-hours issues (lock-outs, lost keys, facilities issues, etc.)
- Respond to and report incidents and emergencies as needed to supervisors and emergency responders when necessary
QUALIFICATIONS
- Must be a full-time UVA undergraduate or graduate student in good standing throughout employment
- Previous experience in Conferences@UVA and/or leadership roles preferred
- Ability to work as a member of a team, motivate others and hold peers accountable
- Strong interpersonal, customer service, delegation, prioritization, and organizational skills are required, along with demonstrated close attention to detail
- Willingness and ability to learn proper emergency procedures, crisis management techniques, and protocols
- Self-motivated with capacity for self-directed work and problem solving abilities
- Flexible, positive, adaptable, and able to work in a fast-paced environment
- Ability to use word processing, spreadsheets, e-mail, and other software. Previous knowledge of CS Gold and StarRez preferred, but not required
- Will be required to lift up to 25 pounds
- A valid U.S. Driver’s License with positive point balance is required
- Prior work experience is preferred, but not required
OTHER INFORMATION
Conditions of Employment
- Employment will begin on Monday, February 18, 2019 through the end of the spring semester averaging 10 hours a week. Beginning Saturday, May 11, 2019 until Tuesday, August 13, 2019 the OS will work 35-40 hours, as well as assigned after-hours on-call rotations.
- The OS must live on-Grounds in assigned housing (at no charge – see Remuneration)
- Mandatory staff training sessions may possibly be scheduled in April (dates provided once schedule is confirmed)
- The OS must be willing to work a flexible work schedule:
- On average, the OS will work approximately 35-40 hours per week and participate in after-hours on call rotations. Some weeks will be busier than others.
- The OS will be expected to work weekends, some nights, and possibly Memorial Day, and the Fourth of July
- The OS will be expected to lead and participate in teambuilding activities
- Time off must be preapproved and is at the discretion of the Assistant Director
- There will be no time off granted during the first and last week of employment
Remuneration
Operations Supervisors will be paid $11.00 per hour and are provided free summer housing with access to kitchen facilities throughout the duration of their employment. The OS is required to live in their assigned University housing while employed with Conferences@UVA during the summer. All residential facilities are smoke-free. Internet and utilities are provided. Washer/dryer units are available in the residence area, and the OS is responsible for paying for their own laundry. Staff must provide their own linen, dishes, pots, pans, and other basic housewares during their stay. A parking pass will be provided for those who have a car.