Manager of Registration and Guest Relations

Date:  April 21, 2023

Position Available:  Manager of Registration and Guest Relations

Position Reports to:  Director of Outreach and Evangelization Operations

Department:  Office of Outreach and Evangelization

FLSA Status:  Exempt

Schedule:  Full-time; Monday – Friday, 8:30 a.m. - 4:30 p.m., Occasional evenings or weekends, as required

Please apply online:  https://franciscan.edu/manager-of-registration-and-guest-relations/

POSITION SUMMARY

The Manager of Registration and Guest Relations oversees each aspect of all registration activity and guest relations for conferences and events related to the O&E to ensure the highest quality of customer service. This includes direct management of the registration process and oversight of the on-site guest experience as well as providing strategic insights which inform customer care policies and procedures.

PRIMARY RESPONSIBILITIES

1.    Manage the planning and execution of the entire pre-conference and event registration process which includes oversight of the creation of online registration web pages, data collection, email communication, guest surveys, reporting, and related troubleshooting.

2.    Manage the planning and execution of on-site registration, housing, and related guest services to provide a seamless and memorable experience for all in attendance at each conference or event.

3.    Supervise the Registration Coordinator in that role’s designated responsibilities, including customer issue resolution to ensure that all inquiries are handled appropriately and in a timely manner.

4.    Oversee the research, creation, and use of customer feedback tools and the analysis of the resulting data so as to continuously promote improvement of the guest experience and the enhancement of customer satisfaction.

5.    Oversee and manage duties inherent to the hiring and onboarding of summer SWOP workers, including recruitment, application process, training, payroll management, and planning of the Summer Kick-off and other related events.

6.    Provide strategic insights to O&E leadership regarding newly proposed and/or potential initiatives or resources that would impact O&E registration and/or guest relations.

7.    Collaborate with the O&E Director of Sales, Engagement, and Publications to create, execute, and routinely assess customer service policies and procedures so as to facilitate high quality global O&E customer experiences.

This is not intended to be an all-inclusive list.  Additional duties, expectations and responsibilities may be added or changed as needed to meet the University's needs.

REQUIREMENTS

Must understand, support, and embrace the mission of Franciscan University of Steubenville and possess the following:

Work Experience

·         Familiarity with conference/event planning and management.

·         Outstanding phone and email etiquette and communications skills with the ability to diffuse pressure-filled situations.

·         Working knowledge of current industry registration applications.

·         Ability to manage several employees, multi-task effectively within a fast-paced environment, and be a team player who works well with others.

Competencies

·         Customer/Service Focus

·         Decision Quality

·         Interpersonal Skills

·         Project Management

·         Drive for Results

Education/Credentials

·         Bachelor’s degree in business management, or equivalent experience.

·         Minimum of two years’ experience in data management.

·         Minimum of two years’ experience in hospitality or guest services.

Technical Skills

·         Demonstrated proficiency in the use of the Microsoft Suite applications, to include database management.

·         Working knowledge of current industry registration applications.

Workplace Factors

·         Must be able to work evenings and weekends as necessary, especially in the summer.

·         Must understand and support the mission of Franciscan University.

·         Ability to work in a fast-paced environment and meet deadlines in a timely fashion.

·         Periodic travel, as required.

Candidates must submit an online application, a resume and a cover letter that demonstrates their fit for the position based on their experience, accomplishments, and skills as well as their desire to advance the mission of Franciscan University.

Please apply online: https://franciscan.edu/manager-of-registration-and-guest-relations/

For other information and job postings, visit our website at https://www.franciscan.edu

Franciscan University of Steubenville is committed to principles of equal opportunity and is an equal opportunity employer.