Job Summary

The Assistant Director of Hospitality Services and DragonCard position is responsible for daily customer feedback activity for campus dining, catering, and DragonCard inquiries. This position works with various university community stakeholders (prospective/current students and families, faculty and professional staff, and third-party vendors) and is the first level of customer service escalation. The assistant director must be a strong verbal and written communicator and sometimes communicate complicated or unfavorable messages.

Business Services’ mission is to deliver high-quality services that are customer responsive, built on strong internal and external partnerships, create dynamic campus and community destinations, and contribute to the University’s financial stability. The Business Services portfolio includes Residential and Conference Housing, Campus Dining and Catering, Retail Management, the University Bookstores, DragonCard Services, DragonDollars, Parking Services, Vending, and the Drexel Student Centers. The DBS team comprises 25+ professional staff members collaborating with 200+ industry-related third-party and 50+ student employees to create memorable campus experiences. DBS manages 2M+ square feet across Drexel’s Philadelphia campuses and an annual budget of over $55M+. A robust service offering and engaging customer experience are essential to recruiting and retaining today’s students. Business Services’ mission is to deliver high-quality services that are customer responsive, built on strong internal and external partnerships, create dynamic campus and community destinations, and contribute to the University’s financial stability.

Essential Functions

• Provide daily supervision of customer service initiatives for the campus dining and DragonCard programs.
• Collect customer feedback (e.g., customer inquiries, vendor surveys, focus groups, secret shops, etc.), review processes, and coordinate with a contracted service partner(s) on customer response action plans.
• Participate in the development of quality assurance checklists for retail locations.
• Implement periodic audits of customer service feedback processes to ensure effective and consistent collection.
• Serve as the first-level escalation point of customer service for Drexel Business Services departments.
• Coordinate customer response action plans with contracted partner(s) and lead recurring review of customer feedback with vendor.
• Serve as the customer experience advocate and considers overall impact to the customer in decision-making.
• Oversee the processing of all dining plan additions, cancellations, accommodations and other changes in accordance to Dining Plan Agreement policies and procedures.
• Complete billing transactions on student accounts. Reconcile and resolve all discrepancies related to dining plan additions between the enterprise level reporting tools.
• Manage daily operations of DragonCard offices, including training and supervision of the Customer Service Coordinator, professional staff, and student employees.
• Recruit, hire, onboard and train team members to achieve the University’s strategic goals and mission.
• Support the distribution of marketing and service-related communications.
• Coordinate Drexel Business Services participation and representation at events (e.g. Admissions Open House, Homecoming, Accepted Students Days, etc.).
• Represent the department on committees and initiatives, including but not limited to the preparation or presentation of department information.
• Other duties as assigned.

Required Qualifications

• Minimum of a Bachelor's degree and 3 years of experience in an administrative or customer service role.
• Ability to work a flexible schedule, including nights and weekends as needed.
• Strong verbal and written communication skills.
• Strong customer service skills.

Preferred Qualifications

• Ability to be tact and have difficult conversations.
• Experience working in higher education or hospitality industries.

Location

University City, Philadelphia PA

Additional Information

This position is classified as Exempt with a grade of J, salary range $47,490 - $71,230. The offered rate is dependent upon internal equity and the successful candidate’s competencies, education, and experience.

For more information regarding Drexel’s Professional Staff salary structure and Compensation Guidelines & Policies, please visit the Compensation and Salaries website.

Please review the Benefits Brochure for some information on our benefits offerings.

Special Instructions to the Applicant

Please make sure you upload your CV/resume and cover letter when submitting your application.

Review of applicants will begin once a suitable candidate pool is identified.