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University of Illinois - Urbana-Champaign

Assistant Director for Guest Services
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Position Number: 2627082
Location: Urbana, IL
Position Type: Education

Assistant Director for Guest Services

Illini Union Hotel

University of Illinois at Urbana-Champaign

Applications are now being accepted for the Assistant Director for Guest Services position for the Illini Union Hotel at the University of Illinois at Urbana-Champaign.

As the community center of the University, the Illini Union draws together all members of the University with approximately 16,000 visits of students, faculty, staff, alumni, and guests on a daily basis.

The University of Illinois is an Equal Opportunity, Affirmative Action employer that recruits and hires qualified candidates without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or veteran status. For more information, visit go.illinois.edu/EEO.

DUTIES AND RESPONSIBILITIES:

The Assistant Director will report directly to the Senior Assoc. Director of Operations. The ADGS will direct the overall operations of the Illini Union Hotel to meet budget and service objectives; provides leadership to staff and manages guest services and financial profitability.

Direct, coordinate, and administer the operations of the Illini Union Hotel. This includes overseeing the service delivery, revenue generation, budget control, and staff management.

Responsible for formulating strategic direction, goal setting, defining and clarifying operational policies and procedures, developing budgets and monitoring fiscal performance.

Establish and maintain effective and rational pricing strategies for guest rooms. Monitor all front office financial operations, including group billing, verifying rates/discounts, daily sales reconciliation, petty cash and room inventory controls.

Research, Develop and Implement processes to maximize guest satisfaction scores. Communicate results from guest satisfaction surveys with leadership team. Identify needs and trends from the survey results.

Respond to guest concerns. Work alongside leadership to maintain guest satisfaction scores that are within the range deemed acceptable.

Manage expenses according to budgeted/forecasted guidelines to maximize hotel profitability.

Review/release payroll and ensure effective labor management. Manage preparation of the hotel budget and ongoing forecasting efforts. Communicates financial forecasts via weekly reporting and review month end financial results via month end reporting.

Manage and assure all staff members are properly trained, and that staffing levels are consistent with fiscal responsibilities and customer satisfaction. Create an environment that encourages staff development, staff promotion, recognizes employee accomplishments, and encourages diversity in the workplace.

Continually analyze price positioning, seasonality and mix to identify revenue opportunity.

Oversight of research for current hospitality trends, recommending updates and remodeling to include recommendations on purchases of furnishings and amenities.

Establish customer service practices that reflect the needs and expectations of the academic environment and that can adapt to the changing needs of the campus.

Ensures participation in approved electronic channels.

Develop inventory management strategies and ongoing execution of inventory management controls in reservation system.

Oversight of maintenance and configuration of the reservation system and ensuring high standards and accuracy of profiles and reservations, selling strategies are being followed and the system models accurate rates.

Manage appropriate staff to provide continuous 7 day/week, 24 hour per day front office operation, night audit and housekeeping operations including hiring, training, evaluating performance, record maintenance and scheduling work.

Ensures that there is total compliance with standards of operation in health, life-safety and employee behavior.

Performs other duties as assigned to help further the mission of the unit.

QUALIFICATIONS:

Required:

Bachelor's degree in business administration, management, or a field related to the position.

A minimum of five (5) years of professional business, financial, and/or managerial work experience as a Hotel Manager or General Manager for a limited or full service property with seventy-five plus (75+) rooms.

Preferred:

Bachelor's degree in Hospitality, Hotel Management field, or closely related field.

Position requires strong management and leadership skills as demonstrated in previous supervisory experience(s).

Must be able to manage a small team of employees.

Must be customer service driven with Excellent customer service skills.

Good written and oral communication skills are a must. Ability to effectively lead, encourage, and coach.

SALARY AND APPOINTMENT INFORMATION

This is a full-time Civil Service Business/Administrative Associate position appointed on a [12]-month service basis. The expected start date is as soon as possible after November 30, 2021. Salary is commensurate with experience.

To Apply:

Applications must be received by November 30, 2021. Apply for this position using the "Apply for Position" button below. If you have not applied before, you must create your candidate profile at jobs.illinois.edu. If you already have a profile, you will be redirected to that existing profile via email notification. To complete the application process:

Step 1) Submit the Staff Vacancy Application.

Step 2) Submit the Voluntary Self-Identification of Disability forms.

Step 3) Upload your cover letter, resume (months and years of employment must be included), and academic credentials (unofficial transcripts or diploma may be acceptable) and names/contact information for three professional references.

In order to be considered as a transfer candidate, you must apply for this position using the "Apply for Position" button below. Applications not submitted through this website will not be considered. For further information about this specific position, contact Illini Union Shared Human Resources and Administrative Services at iustaffdevelopment@illinois.edu or at 217-333-3660. For questions about the application process, please contact 217-333-2137.

University of Illinois faculty, staff and students are required to be fully vaccinated against COVID-19. If you are not able to receive the vaccine for medical or religious reasons, you may seek approval for an exemption in accordance with applicable University processes. The University of Illinois conducts criminal background checks on all job candidates upon acceptance of a contingent offer. Convictions are not a bar to employment. Other pre-employment assessments may be required, depending on the classification of Civil Service employment. As a qualifying federal contractor, the University of Illinois System uses E-Verify to verify employment eligibility.

The University of Illinois System requires candidates selected for hire to disclose any documented finding of sexual misconduct or sexual harassment and to authorize inquiries to current and former employers regarding findings of sexual misconduct or sexual harassment. For more information, visit Policy on Consideration of Sexual Misconduct in Prior Employment. The University of Illinois must also comply with applicable federal export control laws and regulations and, as such, reserves the right to employ restricted party screening procedures for applicants.