Hotel Assistant Manager (Front Desk Coordinator), IU Dining and Hospitality

---

Job description

Department

IU BLOOMINGTON HOSPITALITY (BA-HSPY-IUBLA)

Department Information

IU Dining and Hospitality embraces and expands Indiana University's core values of education, innovation, tradition, and inclusion, which embody the true spirit of Hoosier hospitality.

IU Hospitality infuses Indiana University's beautiful campus with vibrant life, creating a home away from home for visitors and the IU community alike. From our space in the Indiana Memorial Union, hospitality staff serve thousands of guests each year through professional dining and retail operations, catered events, conferences, and celebrations, keeping our spaces clean, our food tasty, and our customers happy.

The 189-room IU Biddle Hotel is the largest hotel in Bloomington, Indiana, the only hotel on campus, and a living embodiment of Hoosier hospitality. Visitors enjoy upscale, convenient accommodations and parking as well as amenities including the onsite Vault Pub, live music, bowling, Starbucks, charming outdoor dining spaces and international food from local restaurants all in the heart of campus, steps away from the best dining, shopping, arts, and entertainment at IU and in the city of Bloomington.

Job Summary

Department Specific Responsibilities

• Oversees hotel rates, room availability, and reservations database to maximize revenue.
• Manages front desk staff, providing training and coaching to ensure that team members are well-versed in hotel policies and procedures.
• Ensures excellent customer service by addressing guest inquiries, concerns, and special requests.
• Handles escalated issues and resolves them promptly.
• Exhibits a commitment to diversity and inclusion.
• Works collaboratively with leaders in the Indiana Memorial Union, such as housekeeping, maintenance, and catering, to coordinate efforts and ensure a cohesive operation.
• Acts as the Manager on Duty during specific shifts, taking responsibility for overall hotel operations and decision-making in the absence of higher management.
• Addresses guest feedback, surveys, and reviews promptly on reputation sites and in-house feedback mechanisms.
• Resolves any challenges or discrepancies related to guest accounts, billing, or room assignments.
• Serves as member of the IU Hospitality Revenue Management Team.

General Responsibilities

• Performs tasks related to day-to-day hotel operations, including check-in/out of guests, answering telephone and email inquiries, making reservations, and providing information to guests.
• Resolves guest issues, occasionally escalating highly complex issues.
• Delegates tasks related to room preparation to other hotel staff, including temporary, housekeeping, and maintenance staff.
• May assist with general cleanup and upkeep of hotel lobby space, including changing trash bins, wiping and dusting hard surfaces, or cleaning up spills.
• Provides directions and general information to Indiana Memorial Union visitors.
• Provides guidance to lower-level Front Desk Coordinators or temporary staff.
• May make process recommendations to supervisor for improved operational efficiency.

Qualifications

Combinations of related education and experience may be considered. Education beyond the minimum required may be substituted for work experience. Work experience beyond the minimum required may be substituted for education.

EDUCATION

Required

• High school diploma or equivalent (such as HSED or GED).

Preferred

• Associate's degree in related fields.

WORK EXPERIENCE

Required

• 4 years of experience in hospitality, customer service, administrative, or related field.

SKILLS

Required

• Proficient communication skills.
• Maintains a high degree of professionalism.
• Demonstrates time management and priority setting skills.
• Demonstrates a high commitment to quality.
• Possesses flexibility to work in a fast paced, dynamic environment.
• Highly thorough and dependable.
• Possesses a high degree of initiative.
• Ability to build strong customer relationships.

Working Conditions / Demands

This role is in direct and constant contact with the public. This role requires the ability to effectively communicate and to operate a computer and other standard office productivity equipment. The position involves sedentary work as well as periods of time moving around an office environment and the campus. The person in this role must be able move objects weighing up to 10 pounds. The person in this role must be able to perform the essential functions with or without an accommodation.

Work Location

IU Biddle Hotel

Bloomington, Indiana

Advertised Salary

$23.37 per hour

Benefits Overview

For full-time staff employees, Indiana University offers a wide array of benefits including:

• Multiple plan options for medical insurance
• Dental insurance
• Health Savings Account with generous IU contribution
• Life insurance, LTD, and AD&D options
• Base retirement plan contribution from IU, subject to vesting
• Additional supplemental retirement plan options
• Tuition benefit for IU classes
• 10 paid holidays per year
• Generous Paid Time Off
• Paid Parental Leave
• Employee Assistance Program (EAP)

Learn more about our benefits by reviewing our online Benefits Brochure.

Job Classification

Career Level: Mastery

FLSA: Nonexempt

Job Function: Operations

Job Family: Hospitality
Click here to learn more about Indiana University's Job Framework.

Posting Disclaimer

This posting is scheduled to close at 11:59 pm EST on the advertised Close Date. This posting may be closed at any time at the discretion of the University, but will remain open for a minimum of 5 business days. To guarantee full consideration, please submit your application within 5 business days of the Posted Date.

If you wish to include a cover letter, you may include it with your resume when uploading attachments.

Equal Employment Opportunity

Indiana University is an equal employment and affirmative action employer and a provider of ADA services. All qualified applicants will receive consideration for employment based on individual qualifications. Indiana University prohibits discrimination based on age, ethnicity, color, race, religion, sex, sexual orientation, gender identity or expression, genetic information, marital status, national origin, disability status or protected veteran status. Indiana University does not discriminate on the basis of sex in its educational programs and activities, including employment and admission, as required by Title IX. Questions or complaints regarding Title IX may be referred to the U.S. Department of Education Office for Civil Rights or the university Title IX Coordinator. See Indiana University's Notice of Non-Discrimination here which includes contact information.

Campus Safety and Security

The Annual Security and Fire Safety Report, containing policy statements, crime and fire statistics for all Indiana University campuses, is available online. You may also request a physical copy by emailing IU Public Safety at or by visiting IUPD.

Contact Us

Request Support
Telephone:

<!– job description page –>