Guest Services Manager, Tinkham Veale Center

Case Western Reserve University is a renowned private research university located in Cleveland, Ohio. Known for its commitment to innovative education, cutting-edge research, and community engagement, the university provides a dynamic and supportive environment for both students and staff. It is dedicated to fostering academic excellence and preparing its community for leadership roles in various fields. With a focus on inclusivity and diversity, Case Western Reserve University is also committed to providing equal opportunity for all employees and applicants. The university offers competitive compensation, extensive professional development opportunities, and a comprehensive benefits package to support employee well-being and career growth.

The Guest Services Manager position is a vital role within the Tinkham Veale University Center at Case Western Reserve University. This on-site managerial role is focused on delivering exceptional event hospitality and acting as the welcoming face of the department. The manager is responsible for overseeing the smooth operation of events held at the University Center, ensuring every client’s needs are met and expectations exceeded. This position offers a starting wage of $19.32 per hour, subject to qualifications and experience. Employees benefit from a robust package that includes healthcare, retirement plans, tuition assistance, paid time off, and a winter recess.

The Guest Services Manager will act as the primary contact for clients during their events, guaranteeing that all contract details are fulfilled accurately, including setup, audio/visual equipment functionality, and coordinating with related university partners such as catering, media services, parking, security, and custodial teams. The manager is empowered to interpret policies and adapt plans while managing risks and expenses prudently. Additionally, the role includes managing the University Center’s information desk, delivering a professional and welcoming environment by providing guest assistance, tours, handling communications, and inventory management.

Beyond client-facing responsibilities, this position entails assisting with room reservations in the Event Management System (EMS), leading and mentoring the student events crew, and ensuring that all event spaces are properly arranged. The Guest Services Manager is also tasked with monitoring the facility's physical environment, maintaining safety standards, cleanliness, and proper furniture layout, and addressing maintenance needs promptly. This role requires a proactive attitude toward improving client and staff experiences, sometimes involving policy suggestions.

The position requires working weekdays from 2 to 10 p.m., with shared rotating weekend on-call duties, demanding physical mobility such as walking, standing, and lifting up to 50 pounds. This role indirectly supervises up to 10 student staff members, applying coaching methods consistent with experiential learning principles to foster student development. A commitment to high customer service standards, teamwork, effective communication, and creative problem-solving is essential. The Guest Services Manager position offers a unique opportunity to work in a dynamic university environment that values diversity, inclusivity, and community engagement.