About the Department:

The primary purpose of the Office of University Branding is to advance the good reputation of George Mason University through increasing public awareness, understanding, and advocacy of the University. The organization serves as the University’s central steward of institutional brand strategies, policies, guidelines, expertise, and resources, used to promote the University’s newsworthy and noteworthy educational, research, and service efforts that support the fulfillment of its mission. In addition, Communications and Marketing is the central resource for communication internally and between the university and its various publics.

About the Position:

Shift Leads provide leadership on the day-to-day 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 university-wide 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 day-to-day 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 day-to-day 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 bi-weekly 1:1 meetings with staff;
• Lead monthly All-Staff 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 on-going 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 e-mails, 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 deadline-driven 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 https://jobs.gmu.edu/. Complete 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