About UMass Amherst
UMass Amherst, the Commonwealth's flagship campus, is a nationally ranked public research university offering a full range of undergraduate, graduate and professional degrees. The University sits on nearly 1,450-acres in the scenic Pioneer Valley of Western Massachusetts, and offers a rich cultural environment in a bucolic setting close to major urban centers. In addition, the University is part of the Five Colleges (including Amherst College, Hampshire College, Mount Holyoke College, and Smith College), which adds to the intellectual energy of the region.
Job Summary
Under the direction of the Director of Hospitality, responsible for performing and supervising staff in a variety of functions and duties directly related to the coordination of conference programs and directly related to the registration and housing services provided by University Conference Services (UCS) to conference programs.
Essential Functions
- Supervises staff in functions and duties directly related to the coordination of conference programs, registration services, and Summer Conference Housing.
- Supervises professional, clerical, and student staff performing work related to registration and housing services, including managing and assigning workload, overseeing and reviewing performance, communicating organizational needs and expectations, training newly hired staff, training existing staff on updated policies and procedures, resolving employee issues, and managing registration staff schedules and time-off requests.
- Recruits, trains and supervises summer housing staff.
- Designs policies and procedures to ensure the efficient operation of SCH. Works with UCS Registrar to support the Registration Program and then implement the utilization of the Registration Program for generating housing lists for Summer Groups.
- Prepares, implements, and enforces policies pertaining to employees, guests, and visitors within rooms and public areas under the jurisdiction of SCH while also adhering to University Housing policies.
Coordinating Registration of Conferences
- Oversees all aspects of UCS registration services and staff members performing related work, including creating, tracking, and monitoring registration services deadlines and tasks; supervising full-time professional and clerical staff and full/part-time student staff; monitoring performance and delegating workload; hiring and training new staff; and maintaining inventory and ordering supplies.
- Designs customized web-based landing pages and registration forms tailored to each individual conference. Requires knowledge of HTML, CSS, and universal design.
- Designs and prepares customized conference and participant-specific materials using conference branding, including name badges, personalized schedules, name plates, and folders. Also includes creating spreadsheets, rosters, and reports for each conference; creating detailed virtual event materials with assigned sessions and personalized links for each attendee; and creating and sending agreements for electronic signature related to cancellation polices, codes of conduct, and liability and photographic releases.
- Manages the registration for all conferences, including reviewing all completed registrations; monitoring capacities and managing waitlists for conference events and optional add-ons; obtaining attendee preferences and assigning participants to workshops and classes; collecting and facilitating all attendee accessibility needs and special requests, such as dietary, hearing, visual, mobility, and other related needs; processing on-campus housing reservations and completing housing assignments.
- Assists clients and attendees by phone, email and in-person with various needs related to each conference, including providing technical assistance and troubleshooting issues with completing registrations and payments; answering conference specific questions regarding policies, schedules, meals, and lodging; assisting with general inquires related to the UMass campus, area, and travel related logistics; providing technical assistance for attendees participating in virtual events; general customer service and complaint resolution related duties; and responding to client related requests for website edits, registration reports, and rosters, in a timely and professional manner.
- Receives and processes all registrations and registration monies by a variety of means. Must maintain current PCI/DSS Compliance training and understand best practices related to payment processing and securing sensitive attendee and cardholder data.
- Manages duties related to accounts receivable and accounts payable for all registrations and sponsorships.
- Creates and sends electronic confirmations, detailed arrival and on-campus housing information, surveys, and other conference specific notifications using conference branding to all registered attendees, including sending tailored messages specific to different types of attendees, presenters, and staff.
- Manages and supervises the on-site registration for each conference, including scheduling, training and supervising registration check-in staff, working nights, weekends, and holidays/campus closures as needed, and traveling to both on- and off-campus locations as needed.
- Manages and supervises the virtual event logistics for each conference, including scheduling, training and supervising support staff; creating sessions and compiling associated links; running trainings and practice sessions for organizers and presenters; troubleshooting technical issues that arise; and working nights, weekends, and holidays/campus closures as needed.
- Prepares an accurate financial statement of monies received for each conference.
- Resolves conference client and attendee related issues and complaints.
Duties Related to Summer Conference Housing:
- Maintains the inventory of dormitory rooms within the registration system.
- Attends Residential Housing meetings and communicate summer needs.
- Assigns dormitory housing for summer conferences.
- Programs and manages all access cards and keys for summer conferences.
- Programs and manages all meal cards for conference groups.
- Receives and returns inventory of keys from Residential Housing.
- Works alongside the Summer Housing Manager to schedule and manage housing operations, staff, and linens/supplies.
- Maintains constant and concise communication with the Director of Residential Life and the Residential Life Operations Managers throughout the year.
- Recruits, trains, and supervises summer conference housing staff to operate the summer residence hall program with an emphasis on customer service and employee safety.
- Assists with preparing income projections and an operating budget for SCH, including managing all resources to generate income and control expenses.
Other Functions
- Develop and propose plans to enhance the content and future of existing programs.
- Understands, is committed to and supports affirmative action and non-discrimination goals and customer-focused quality services.
- Assist the Director to ensure compliance of University and departmental policies, procedures and operational guidelines.
- Understands, is committed to and supports affirmative action and non-discrimination goals.
- Perform other functions and duties as required.
Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)
- Bachelor's degree with 3 (three) years of relevant work experience in the hospitality industry -OR- an Associate’s degree with 5 (five) years of relevant work experience in the hospitality industry.
- At least one year of experience in event registration or a related area.
- Proficiency with Windows based software required (MS Word, Excel, etc.) and website design (HTML, CSS).
Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)
A Bachelor’s or Associate’s degree in hospitality specific discipline.
Physical Demands/Working Conditions
Requires the ability to stand for long periods of time and to move and lift up to 50 pounds.
Additional Details
Perform other functions and duties as requested.
Work Schedule
- M-F 8:30am – 5pm
- Requires working early morning, late evening and weekend hours. May work during holidays and campus closures as business needs dictate.
Salary Information
Level 27
PSU Hiring Ranges
Special Instructions to Applicants
Along with the application, please submit a resume, and cover letter. References will be checked at the finalist stage. Please be prepared to provide contact information for three (3) professional references.
UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, caste, creed, sex, age, marital status, national origin, disability, political belief or affiliation, pregnancy and pregnancy-related condition(s), veteran status, sexual orientation, gender identity and expression, genetic information, natural and protective hairstyle and any other class of individuals protected from discrimination in employment, admission to and participation in academic programs, activities, and services, and the selection of vendors who provide services or products to the University. To fulfill that policy, UMass Amherst is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities, women, persons with disabilities, and covered veterans. It is the policy of UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.