Bilingual (English/Spanish) Campus Information and Visitor Services Shift Lead
Bilingual (English/Spanish) Campus Information and Visitor Services Shift Lead
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Job Description
Department: Office of University Branding
Classification:GMU Worker
Job Category:PartTime / Hourly Wage
Job Type:PartTime
Work Schedule:1825 hours/week; available to work a varied schedule including nights and weekends
Location: Fairfax VA
Workplace Type:On Site Required
Salary:Salary commensurate with education and experience
Criminal Background Check:Yes
About the Department:
The primary purpose of the Office of University Branding is to advance the goodreputation of George Mason University through increasing public awareness understanding and advocacy of the University. The organization serves as the Universitys central steward ofinstitutional brand strategies policies guidelines expertise and resources used to promote theUniversitys newsworthy and noteworthy educational research and service efforts that supportthe fulfillment of its mission. In addition Communications and Marketing is the central resourcefor communication internally and between the university and its various publics.
About the Position:
Shift Leads provide leadership on the daytoday operations of the Information Desk and Switchboard including management of Student Assistant and Team Leader staff in conjunction with the Executive Director of Operations.
Specific for this position we are looking for individual who is fluent in both Spanish and English.
Shift Leads enforce adherence to Campus Information and Visitor Services and Mason policies procedures and guidelines and role model a high level of customer service to Student Assistant and Team Leader staff in order to serve as a representative of George Mason University to the internal and external community. This position responds timely and accurately to patron inquiries (e.g. students faculty staff prospective studentse3 guests etc.) about George Mason University.
Responsibilities:
Customer Service:
- Exhibit role model and reinforce a high level of customer service;
- Greet and communicate with patrons using a positive and professional demeanor; and
- Provide training and guidance to both new and existing staff on positive customer service practices and mannerisms.
Information Services:
- Answer and transfer phone calls to the requested department or person;
- Distribute materials and supplies for use (e.g. maps brochures flyers etc.);
- Provide information on all aspects of Mason including events academic programs directions and more;
- Provide information updates to supervisor regarding emergency concerns news and noteworthy items events campus operations changes in information and potential universitywide communication impacts;
- Use manuals websites and other resources to provide information (e.g. directory hours information about departments and services events etc.); and
- Disseminate updates in information to direct reports.
Leadership:
- Provide leadership on the services and daytoday operations of Campus Information and Visitor Services at a primarily assigned Campus Information and Visitor Services area on the Fairfax Campus;
- Give guidance to Campus Information and Visitor Services Student Assistant and Team Lead staff at a primarily assigned Campus Information and Visitor Services Area on the Fairfax Campus;
- Assist in the hiring onboarding scheduling evaluating disciplining and termination of Campus Information and Visitor Services staff;
- Provide direct training on daytoday expectations including customer service resources emergency procedures and desk operations;
- Communicate performance expectations and address concerns in a timely manner to Campus Information and Visitor Services staff;
- Conduct biweekly 1:1 meetings with staff;
- Lead monthly AllStaff meetings; and
- Ensure all hours of operation are staffed including finding coverage when replacement staff is needed.
Projects:
- Lead the update of area Reference Manuals and training materials;
- Maintain employment records;
- Maintain accurate records on patron traffic and requests for service;
- Maintain desk signs and an inventory of materials and supplies for use (e.g. maps brochures flyers etc.);
- Assist in creation of schedules; and
- Complete the tasks directives and project requests of Coordinator Supervisors and Directors.
Personal Responsibility and Professionalism:
- Commitment to the standards of excellence for Campus Information and Visitor Services;
- Complete ongoing training and experiential learning activities;
- Keep the desk and immediate area clean and organized;
- Read respond and assist in sending information to Campus Information and Visitor Services emails blogs newsletters and websites in a timely manner; and
- Staff work a varied shift schedule and must be on time for scheduled shifts including providing coverage in the evenings and weekends.
Required Qualifications:
- Prior demonstrated leadership and/or workplace experience including supervision of people tasks and/or projects;
- Strong fluent communication skills (both speaking and listening) in both Spanish and English;
- Experience interacting with patrons in person and over the phone in a positive and professional manner;
- An ability to work independently with integrity including attention to detail flexibility and organization;
- An ability to balance multiple priorities in a deadlinedriven environment;
- An ability to use Microsoft Word Excel and conduct research online; and
- Available to work a varied schedule including nights and weekends.
Preferred Qualifications:
- Knowledge of George Mason University or other higher education institutions with a willingness to learn about the University its resources and services;
- Experience interviewing hiring and onboarding new employees;
- Experience delivering performance feedback (including but not limited to performance evaluations); and
- One year as a Student Assistant or Team Leader with Campus Information and Visitor Services.
Instructions to Applicants:
For full consideration applicants must apply for Bilingual (English/Spanish) Campus Information and Visitor Services Shift Lead at and submit the online application to include three professional references with contact information and provide a cover letter and resume.
Posting Open Date:April 29 2024
For Full Consideration Apply by:May 13 2024
Open Until Filled:Yes
Employment Type
Part-Time
