Customer Service Management

Details Open Date:
06/02/2026

Requisition Number:
PRN45242B

Job Title:
Customer Service Management

Working Title:
Hospitality Operations Assoc

Career Progression Track:
M00

Track Level:

FLSA Code:
Administrative

Patient Sensitive Job Code?:
No

Standard Hours per Week:
40

Full Time or Part Time?:
Full Time

Shift:
Variable

Work Schedule Summary:
Hours: Most hours will take place during MondayFriday in 8 hour shifts between 7:00am to 11:00 pm. Exact hours can be determined based on operational needs and staff schedule. Some evening or weekend hours may be required to support operational needs and maintain a working understanding of building activity.

Essential Personnel: This position is considered essential personnel for the department and may be required to assist during emergency situations or critical operational periods.

VP Area:
President

Department:
00307 - Housing

Location:
Campus

City:
Salt Lake City, UT

Type of Recruitment:
External Posting

Pay Rate Range:
47500.00

Close Date:
07/01/2026

Priority Review Date (Note - Posting may close at any time):

Job Summary:
Located in Salt Lake City, the University of Utah is a public, 4-year institution committed to providing an exceptional academic and co-curricular experience for students and the University community. The U is a Big 12 Conference institution with over 33,000 students. Housing & Residential Education houses more than 5,000 residents and continues to grow, with new buildings planned as part of the Campus Master Plan.

Housing & Dining Programs and the University of Utah value interactions among individuals with varying traditions, cultures, identities, expressions, orientations, religious beliefs, economic backgrounds, and racial/ethnic origins. We strongly encourage applications from candidates who will share and explore this value with the team and with our residents.

The Hospitality Operations Associate Lower Campus is a full-time professional staff position within Housing & Dining Programs and the Auxiliary Division at the University of Utah.

Reporting to the Senior Hospitality Operations Manager for Resident Services, the Hospitality Operations Associate supports the daily operations of the hospitality desk at Kahlert Village and other lower campus desks. This position ensures the delivery of high-quality customer service to residents, guests, and campus partners while maintaining efficient front desk operations including access management, package and mail services, and resident support.

The Hospitality Operations Associate provides day-to-day operational support for the desk and serves as a professional staff presence providing supervision and mentorship of student desk employees. This role plays an important part in maintaining consistent service standards and supporting key operational periods including move-in, move-out, break housing, and summer conference operations.

Learn more about the great benefits of working for University of Utah: benefits.utah.edu

The department may choose to hire at any of the below job levels and associated pay rates based on their business need and budget.

Responsibilities:
Front Desk Operations

• Provide exceptional customer service to residents, guests, and campus partners utilizing the hospitality desk.
• Serve as a point of contact for residents seeking assistance, information, or support.
• Maintain consistent front desk coverage and support operational continuity as the desk is considered an essential service.
• Assist with general desk operations including guest inquiries, resident assistance, and administrative tasks.

Access and Key Management

• Assist with the distribution, tracking, and management of building keys and access cards.
• Maintain accurate records related to access control and key management.
• Support lockout assistance and access-related service requests.

Package and Mail Services

• Assist in the receipt, organization, and distribution of resident packages and mail.
• Maintain organized and secure package storage areas.
• Support accurate logging and tracking of deliveries.

Student Staff Support

• Provide mentorship, guidance, and operational support to student desk employees.
• Assist with training programs, staff orientations, and ongoing development of student staff.
• Communicate operational concerns or performance issues with supervisors.

Operational Support

• Maintain constructive communication with supervisors, student leaders, and Housing staff.
• Document incidents, operational issues, and service concerns as appropriate.
• Identify and report maintenance or custodial needs within the facility.
• Participate in departmental meetings, training programs, and operational planning activities.

Policy and Compliance

• Maintain confidentiality of student records and information in accordance with FERPA .
• Uphold all University of Utah Housing & Dining Programs policies and procedures.
• Demonstrate professionalism, integrity, teamwork, and a strong commitment to service.

Opening and Closing Support

• Provide support during departmental opening and closing operations for Fall, Spring, and Summer terms.
• Assist with operational preparation for move-in, move-out, break housing, and summer conference guests.

Minimum Qualifications:
EQUIVALENCY STATEMENT : 1 year of higher education can be substituted for 1 year of directly related work experience (Example: bachelors degree = 4 years of directly related work experience).

Supervisor, Customer Service Management: Requires a bachelors (or equivalency) + 2 years of directly related work experience or a masters (or equivalency) degree.

Preferences:

• Bachelors degree + 2 years equivalent combination of education and professional experience.
• Demonstrated customer service experience in a hospitality, residential, or service-focused environment.
• Strong interpersonal and communication skills.
• Ability to manage multiple responsibilities in a fast-paced environment.
• Ability to work both independently and collaboratively with a team.
• Experience working in university housing, hospitality operations, or residential services.
• Experience supporting or supervising student employees.
• Familiarity with access control systems, package tracking software, or property management systems.
• Demonstrated ability to build positive relationships with residents, staff, and campus partners.
• Strong organizational skills and attention to detail.

Type:
Benefited Staff

Special Instructions Summary:
Starting annual salary: $47,500. Salary commensurate with experience.

• Full University benefit plan including:
• 14.2% University contribution to retirement plan (4 year vesting period)
• Health and dental insurance options
• 50% tuition reduction after 6 months of employment
• Professional development opportunities.

Background Check

A successful background check is required before a formal offer of employment can be made for this position.

Additional Information:
The University is a participating employer with Utah Retirement Systems (URS). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at ... for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS post-retirement rules and restrictions. Please contact Utah Retirement Systems at ... or ... or University Human Resource Management at ... if you have questions regarding the post-retirement rules.

This position may require the successful completion of a criminal background check and/or drug screen.

The University of Utah values candidates who have experience working in settings with students and possess a strong commitment to improving access to higher education.

Veterans preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.

Consistent with state and federal law, the University of Utah does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veterans status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.

To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Title IX ( OEO ). More information, including the Director/Title IX Coordinators office address, electronic mail address, and telephone number can be located at the: University of Utah NonDiscrimination page .

Online reports may be submitted at

This report includes statistics about criminal offenses, hate crimes, arrests and referrals for disciplinary action, and Violence Against Women Act offenses. They also provide information about safety and security-related services offered by the University of Utah. A paper copy can be obtained by request at the Department of Public Safety located at 1658 East 500 South.

As per University of Utah policy 5-108: Transfer of Benefits Eligible Staff Members , a new hire to the University of Utah who is still serving a 12 month probationary period will not be hired into another University of Utah job (a transfer) until the successful completion of the probationary period.