University of Washington

Seattle , WA

VISITOR CENTER MANAGER

University of Washington
Seattle, WA Full-time
Posted on January 24, 2019
VISITOR CENTER MANAGER Req #: 163896 Department: UNIVERSITY MARKETING & COMMUNICATIONS Posting Date: 01/22/2019 Closing Info: Closes On 02/11/2019 Salary: $3,266 - $4,365 per month Union Position: Yes Shift: First Shift Notes: As a UW employee, you will enjoy generous benefits and work/life programs. For detailed information on Benefits for this position, click here. As a UW employee, you have a unique opportunity to change lives on our campuses, in our state and around the world. UW employees offer their boundless energy, creative problem solving skills and dedication to build stronger minds and a healthier world.

UW faculty and staff also enjoy outstanding benefits, professional growth opportunities and unique resources in an environment noted for diversity, intellectual excitement, artistic pursuits and natural beauty. All of which has allowed the UW to be nationally recognized as a “Great College to Work For” for five consecutive years.

University Marketing & Communications has an outstanding opportunity for a Visitor Center Manager.

The Visitor Center Manager oversees the day-to-day operations of the University of Washington Visitor Center (VC), one of the major portals of entry for visitors to the Seattle Campus, which includes the management of student staff. This position is charged with creating a positive first impression and providing exceptional customer service to in-person, phone and internet visitors (including UW staff, faculty, students and their families). The manager is expected to use independent judgement to resolve immediate and front-line issues at the Visitor Center.

The manager is responsible for hiring, training and managing part-time student workers (up to six per quarter). This position also supports Visitor Center marketing activities including production of printed marketing materials and maintenance of visit website.

The manager is expected to establish and maintain relationships with campus departments to stay informed about campus events as well as maintain relationships with relevant external organizations. Will work very closely to coordinate with the Office of Admissions and Office of Minority Affairs visit teams to ensure a cohesive and comprehensive visit experience.


DUTIES AND RESPONSIBILITIES

Leadership and Team Management (continuously overlaid in all duties)

Provide leadership and creates customer-first approach in pursuit of providing the best possible visitor experience

Responsible for management, staff development and career enrichment for the VC team

Creates and maintains weekly and daily schedule for staff to ensure strategic, consistent, and efficient staffing for optimal visitor experience

Designs and delivers training and development for the VC staff through daily, weekly and monthly training

Program Development and Management

Manages the day-to-day operations of the VC

Creates and manages the budget of the VC with discretionary authority

Organizes VC appointments and manages multiple projects simultaneously

Produces monthly metrics reports measuring total number of visitors, telephone calls and emails for the month

Supports the development of marketing materials and maintenance of VC website uw.edu/visit

Reviews and revises VC service standards and other procedures

Addresses and resolves customer concerns

Other duties as assigned

Key Competencies

Core

Effective communications: Expresses oneself clearly and empathetically in interactions with others in all forms of communication, i.e., verbal and written, one-on-one and group, etc.

Interpersonal Awareness: Builds and maintains positive relationships and actively contributes as a member of working teams to achieve results.

Professional Credibility: Takes responsibility for meeting goals, objectives, obligations, and solving problems while representing the mission, vision and values of the organization.

Critical Thinking: Obtains, analyzes and evaluates information effectively in the face of ambiguity. Makes appropriate decisions based on relevant information and experience.

Ethics and Trust: Models and upholds the values of candor, openness, inclusiveness and honesty despite internal and external pressures. Acts consistently with Washington State ethical guidelines and organizational core values and beliefs.

Valuing Diversity & Inclusiveness: Respects, values and contributes to the UW’s commitment to inclusiveness and diversity.

Management

People Builder: Committed to developing others to become leaders.
Driving Results: Effectively communicates objectives and guides direct reports and team members to make decisions and achieve goals.

Organizational Planning: Develops and manages comprehensive team goals and measures team progress while balancing short-term and long-term priorities that are consistent with the organization’s mission, priorities and goals.

Managing Conflict: Recognizes and addresses conflicts and disagreements in a safe and respectful environment, manages conflicts collaboratively, and builds consensus with the best interests of the organization in mind.

REQUIREMENTS
High School diploma and two years of experience in store management/customer service role or related field. Equivalent combination of education and experience from which comparable knowledge and skills have been acquired may substitute for degree.

Knowledge/familiarity with the University of Washington. Ability to convey information about the University to visitors.

Proven experience training and managing front-line staff to provide an exceptional visitor experience to guests. Ability to mentor and motivate undergraduate student workers.

Demonstrated strong computer skills, including proficiency with Microsoft Word, Excel, and PowerPoint for correspondence, special reports, spreadsheets, databases, forms, etc

DESIRED
Knowledge of alumni relations/development/advancement principles and integrated advancement model.

CONDITIONS OF EMPLOYMENT
Ability to work evening and weekend hours, as necessary, on short or limited notice.

Ability to lift 30 pounds of printed materials occasionally.

May be required to set-up and staff outreach tables and work in a trade show environment occasionally.

Application Process:
The application process for UW positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process. These assessments may include Workforce Authorization, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select “Apply to this position”. Once you begin an assessment, it must be completed at that time; if you do not complete the assessment you will be prompted to do so the next time you access your “My Jobs” page. If you select to take it later, it will appear on your ""My Jobs"" page to take when you are ready.

Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed

The University of Washington is a leader in environmental stewardship & sustainability, and committed to becoming climate neutral.

The University of Washington is an equal opportunity, affirmative action employer. To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 / 206-543-6452 (tty) or dso@uw.edu.

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