Job Summary:
The Residence Liaison Associate (RLA) will function as the main point of contact for 92NY Residents, responsible for ensuring a positive guest experience through community and camaraderie, health and safety, guidance, and welfare. The job holder also will liaise with security staff, facility operations and services, all 92NY departments for collaborative projects and programs, and as part of the team provide support for day-to-day operations of Residence Office.
Job Responsibilities Include:
- Conducts regular orientations for all newly arrived residents to ensure familiarity with policies and procedure of 92NY Residence and to build rapport with residents.
- Maintains significant presence on floors with residents and arranges regular floor meetings to address residents issues/concerns and assess rooms for health & safety issues. Manages postings on floors and monitors referencing office closures, maintenance issues, activity reminders, etc.
- Regularly tours residence floors to assess condition of common areas, and residents rooms, and residents use thereof, addressing and counselling residents on any misuse or neglect of any areas on proper etiquette, health, and safety protocols for the community.
- Surveys residents experience regularly.
- Gathers information for digital publication, social media platforms, Development and Marketing purposes by collecting interesting resident profiles, stories and photos of events and activities, etc
- Processes resident rent payments, guest passes and incidentals utilizing Hotel Management Software and addresses Sebco-My Magic Pass related issues.
- Generates weekly reports and liaises with BO to prepare rooms for new move-ins.
- Liaises with groups and individuals needs for classroom, event space, 92NY tickets and programs.
- Addresses all policy infractions with appropriate action(s) in a timely manner with proper documentation and follow-up plan for file, resident(s) involved and all necessary parties.
- Consults with Residence Executive Director, 92NY Director of Security, sponsoring school or any other stakeholder for support in disciplinary issues.
- Serves as one of two first responders in emergencies involving Residents along with Residence Executive Director.
- Responds to inquiries or complaints, including those of a sensitive and confidential nature. Acts as mediator for resident disputes and a resource for resident inquires. Provides follow up reports of all incidents to Executive Director.
- Covers operational duties outside of Residence office standard operating hours as needed i.e. late /unexpected arrivals and emergency issues. Reviews Residence Security log daily to be aware of/take actions on issues that occurred overnight.
- Collaborates with 92NY Centers to enhance 92NY Residents experience including working with Marketing and Social Media departments to develop community for residents on social media platforms; 92NYs Box office to facilitate resident ticket events and unique programs; Health and Fitness to arrange residents exclusive events in May Center and other programs created and coordinated on site, as residents interests, talents and enthusiasm dictate.
- Cultivate programs that contribute to 92NYs mission and vision of giving back.
- Arranges for repairs and maintenance to take place in a timely and efficient manner to reduce the impact on residents stay. Submits weekly maintenance request reports to Building Operations for completion.
- Addresses and responds to email, phone and in-person inquiries of potential residents and their parents and conducts tours regularly of 92NY.
- Logs daily package deliveries, files mail and emails residents to pick-up their packages.
- Performs other related duties as assigned.
Experience, Education, & Skills Desired:
Educational Requirements
- Bachelors Degree required but Masters Degree in Higher education or related field preferred.
Experience, Skills & Qualifications
- Residence life experience at the Resident Director level preferred
- Trained and experienced in crisis management and conflict resolution relating to but not limited to areas of difficult conversations, behavioral aberrations, substance abuse, depression, self-harm, 911 emergencies, etc.
- Demonstrated commitment to high level quality customer service accompanied with the ability to drive results.
- Excellent interpersonal communication skills with the ability to deal positively and effectively with inquiries or complaints from residents, parents, etc.
- Demonstrated ability to organize, prioritize and execute responsibilities in the face of conflicting priorities or unexpected situations.
Work Environment & Requirements:
40 hours per week, Tuesday to Saturday - 11 AM to 8 PM. May be required after hours to respond to emergencies / resident issues.
Application Instructions
Interested applicants should forward a resume and a cover letter with salary requirements.
Due to a high volume of applications that we receive, we are only able to contact those contact those applicants whose experience most aligns with the position profile.
Compensation Range
$50,000 - $65,000
The actual compensation offered will be based on a number of factors including, but not limited to the qualifications of the applicant, years of relevant experience, level of education attained, certifications or other professional licenses held, and if applicable, the location in which the applicant lives and/or from which they will be performing the job.