Service Desk Assistant

Villanova University - Villanova, PA4.3

Temporary
During the summer months, the Office of Conference Services (OCS) employs Service Desk Assistants (SDA) to work with operations and reservations functions for conference, camp and guest groups using Villanova’s meeting, dining, housing, catering, and recreation facilities. A Service Desk Assistant’s main duties will revolve around working at and managing the Service Desk operations in Galberry Hall. Service Desk Assistants will also work with the Shift Leaders (SLs) and Conference Assistants (CAs) in the preparation and maintenance of housing and meeting accommodations for the guest groups and registration services.

Galberry Hall will be used as the location for the summer Conference Service Desk operation, which will operate from 7 am – 9 pm, seven days a week. From this location to every corner of the campus, Service Desk Assistants will work with a wide range of guest groups and other campus services associates whose combined efforts will reflect our hospitality, Villanova-style.

Villanova is a Catholic university sponsored by the Augustinian order. Diversity and inclusion have been and will continue to be an integral component of Villanova University’s mission. The University is an Equal Opportunity/Affirmative Action employer and seeks candidates who understand, respect and can contribute to the University’s mission and values.

Duties and Responsibilities:
Service Desk Assistants will function within four areas of service activity: Service Desk, operations, reservations, and scheduling staff/time clock.
Staff the Conference Service Desk on a scheduled basis, answer the telephone and assist guests according to need (collect and hand out linen, towels, soap and the like, provide campus and local information, assist with lock-outs, process maintenance requests, prepare and process walk-through and assessment sheets, lost & found, intern mail, and perform all clerical tasks).
Prepare registration materials (including room assignments, wildcards, keys, etc.) in advance of group arrivals and staff scheduled registration activity as well as after-hours registration as assigned.
Keep the work place, storage space and equipment clean and orderly. Create a favorable impression about the services and facilities available to guests.
Track and sort returned Residence Hall keys as assigned; ensure that all keys are accounted for at all times.
Serve as a resource to and liaison between clients, Conference Services Staff, and VU service providers (Facilities, Connelly Center, etc.).
Assist the Assistant Director of Operations and the Assistant Director of Reservations in the day-to-day operation of the Office of Conference Services.
Communicate regularly with guests. Solicit information from guests about problems. Follow up with resolutions to the problems and/or refer guests to the appropriate department if further follow up is necessary. Prepare incident reports on a timely basis.
Assist the Assistant Director of Operations with staff scheduling and time clock functionality.
Attend training activities and staff meetings as scheduled. Attendance at a weekly staff meeting is mandatory.
Be available to work scheduled shifts and a rotating, nightly on-duty schedule. When on-duty, staff will do nightly rounds of all buildings occupied by Conference Services groups, respond to guest requests, do off-hour guest registrations, lock-outs, answer emergency calls, work with Public Safety and Facilities to assist guests as needed (broken locks, plumbing problems, etc.).
There will be some flexibility in scheduling work shifts, but staff needs to be prepared to assist with any work effort when on-duty, or assist as necessary at any other time to provide needed customer service.
Must speak clear, understandable English.
Data entry and reporting, using Conference Programmer Software, as assigned by Administrative Staff.
Manage the check-in and check-out processes for groups according to prescribed procedures from the Conference Service Desk location as well as from remote locations in the Central and West Campus areas.
Together with the Shift Leaders, maintain inventories of Galberry Hall storage throughout the summer and submit reorder requests as needed.
Launder and iron the OCS tablecloths.
Manage staff cell phone storage, use and inventory.
Manage mail services for the Intern Housing clients. Process incoming mail/packages and pick up by the interns.
Behave consistently as a staff team member committed to making Villanova’s guests’ visit an enjoyable experience.
Be responsible for the security of the Service Desk.
Farley Fitness Center Staffing during Conference Services hours, Monday to Friday only. Hours to be assigned.
To work as a team during the periods of preparation for the conference season and the breakdown at the end of the season to include: unloading/loading trucks, set up/breakdown of buildings, distribution/collection of OCS amenities, and any other tasks assigned.
Do the work of a Conference Assistant (CA) as scheduled/needed. See Conference Assistant job description for detailed responsibilities.
Participate in pre-/post-season apartment and dorm room assessments and complete all necessary paperwork.
Staff will be driving a van and/or a golf cart and must have a valid driver’s license. Must be able to drive a box truck (no special license required), training will be provided.
Perform relevant duties as assigned by the Administrative Staff of the Office of Conference Services and other designated University officials.

Minimum Qualifications:
We are looking for candidates* with resourcefulness and common sense who have hospitality industry/customer service skills and experience, are knowledgeable of general office duties and data entry, are comfortable working with different types of software, are detail oriented, are able to perform manual labor, and have a demonstrated ability to interact and work well with others, including co-workers, guests and other VU departments. Staff should have a solid work ethic, organizational skills, multi-tasking abilities and a strong commitment to customer service.
  • Particularly seeking applicants with staff scheduling experience.
It is mandatory that the staff hired for the Service Desk speak clear, understandable English and is comfortable with making phone calls and talking with clients/guests on the phone.

Preferred Qualifications:Physical Requirements and/or Unusual Work Hours:All employees of the Office of Conference Services must:
  • have a valid driver’s license (USA only)
  • be able to drive a box truck (no special license required), training provided
  • be able to lift/push/pull 35-50 pounds.
All Service Desk Asst must speak clear, understandable English.

Special Message to Applicants:
Will only accept applications through the Human Resources website

Service Desk Assistants are expected to work 28-35 hours per week of scheduled hours. The Service Desk will function with two daily shifts (7am-2pm and 2pm-9pm), seven days a week. Service Desk Assistants must participate in a two-day training session. They will also be required to attend the ALL-Staff Training. Training will be scheduled for mid-May. Dates to be determined. SDAs must be available to work from May 15 to August 7, 2019.
Conference Services activity will mirror a round-the-clock hotel/conference center mode of operation. Any staff member may be called to work outside of their already scheduled hours, in response to guest emergencies or during peak occupancy periods of need.

Service Desk Assistants are required to participate in a shared, ON-Duty rotation as assigned. All staff must live on campus during their nights of Duty.

Free housing and a meal plan are provided.

EEO Statement
Villanova is a Catholic university sponsored by the Augustinian order. Diversity and inclusion have been and will continue to be an integral component of Villanova University’s mission. The University is an Equal Opportunity/Affirmative Action employer and seeks candidates who understand, respect and can contribute to the University’s mission and values.

Posting Date: 02/12/2019
Closing Date (12am ET): 03/22/2019

Salary Posting Information:
$11.00 hr

Job Classification: non-exempt
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