Manager, Front Desk Operations (Internal Posting)

Key Responsibilities

• Lead the daily operation of residence front desks, ensuring consistent, high-quality service delivery, efficient processes, and a positive experience for residents and guests.
• Provide leadership and direction to front desk supervisory and student staff, including recruitment, training, scheduling, performance management, and workforce planning.
• Oversee residence key and access control systems, coordinate financial charge processes, and ensure compliance with security and operational protocols.
• Manage front desk operational budgets, monitor expenditures, and provide recommendations to support effective financial planning and resource allocation.
• Collaborate with residence, facilities, conference services, and other campus partners to coordinate operations, support projects, and maintain operational readiness.
• Support summer conference operations, business continuity planning, and on-call response requirements to ensure seamless 24/7 residence operations.

Required Qualifications

• Undergraduate degree with five years of progressive experience in operations management, preferably within residence, facilities, or customer service environments (or an equivalent combination of education and experience).
• Experience in a unionized environment and supervising large, multi-site teams.
• Demonstrated experience in financial oversight, scheduling, and operational coordination.
• Ability to work under pressure, meet deadlines, and function with minimal direct supervision.
• A high degree of interpersonal communication skills are necessary, and the ability to maintain a high level of confidentiality.

Assets