Job Description Summary

The Assistant Director, Event Services and Student Employment is responsible for reservations and event planning for internal and external entities in all Campus Programs and Services facilities and will provide exceptional customer service for all venues managed by our department. The Assistant Director is responsible for student employment hiring, training, and professional development for all Campus Programs & Services areas. This position will ensure we foster a sense of belonging in the spaces we manage that supports a vibrant and engaged campus community. Performs various administrative duties, including but not limited to scheduling, policy development and interpretation, stakeholder engagement, and special projects. Supervises University Telephone Operator and student employees.

* This position is not eligible for sponsorship of non-immigrant or immigrant visa status through Wake Forest University. All eligible applicants are encouraged to apply.

Job Description

Essential Functions:

Reservation Management 

• Manages the complete reservation process for Campus Programs and Services (CP&S) venues, including Benson University Center, Manchester Plaza, Hearn Plaza, Tribble Courtyard, Davis Field, Reynolda Hall Green Room and Patio, using the Accruent Event Management System (EMS).
• Serves as the primary point of contact and client interface, providing exceptional customer service while documenting all reservation details to ensure successful event execution and a seamless process for customers and staff.
• Supports operational efficiency and data integrity by maintaining all event information within the EMS system and communicating critical details to necessary service teams.
• Executes key reporting functions by collecting, compiling, and analyzing assessment data (including facility usage, reservation volume, and sales data) to support strategic projects and inform future decision-making.
• Manages interdepartmental relationships with space managers to effectively utilize and enhance the reservation process through DeaconSpace and the EMS system.

Staff Supervision and Student Employment 

• Supervises the University Telephone Operator, a full-time professional staff member.
• Manages the entire employment lifecycle (hiring, training, evaluation, and professional development) for a team of 50-70 student staff.
• Implements comprehensive student employee learning outcomes and manages assessment systems to measure proficiency in all core job responsibilities.
• Enhances the student employment experience by creating, delivering, and assessing training and development programs.
• Coordinates and executes all employee engagement initiatives, including orientations, regular staff meetings, and employee appreciation events.
• Develops and maintains employee resources, including the official employee handbooks and key staff documentation.
• Provides assistance in oversight and forecasting of the student employee salary, training, and equipment budgets.
• Leads the Benson University Center Information Desk staff of 15+ students, including training, scheduling, and supervision.

Event Planning and Customer Service 

• Collaborates with CP&S staff to facilitate the logistical planning, coordination, and execution of events across all CP&S venues.
• Develops and implements policies, procedures, and systems to ensure safe, efficient, and high-quality event execution.
• Provides event planning guidance and support for a diverse portfolio of university-wide events, including VIP programs, conferences, camps, and student organization functions.
• Manages the full external booking process, from providing detailed pricing quotes and conducting facility walkthroughs to overseeing reservations through completion.
• Stewards all external rental contracts, ensuring compliance by processing contracts and Certificates of Insurance (COIs) according to university policy.
• Manages event financials and logistics, including pricing, payment processing, monitoring building access, and ensuring appropriate coverage and building hours.
• Oversees interdepartmental relationships necessary for the successful execution of events, including, but not limited to, Catering, Parking and Transportation, and University Events. 
• Directs the daily operations of central support services: the Benson University Center Information Desk, the University Switchboard, and Office Assistants.
• Creates and disseminates event planning guides for both internal and external user groups.
• Communicates broad customer updates via the department website, social media channels, and facility signage.
• Liaises with University Marketing and Communication to establish official talking points for the University Switchboard on significant institutional issues.
• Oversees the Campus Life van program, managing reservations, coordinating maintenance with Fleet Services, and ensuring all users complete mandatory training.

Other Functions: 

• Acts as the main point of contact for the Benson University Center when the Associate Director is unavailable.
• Represents area on committees and initiatives within the Office of Student Engagement, the Division of Campus Life, and the broader university community, including the Joint Event Planning Committee and logistics for campus-wide programming.
• Assists in collecting data and assessment information to improve systems, processes, and programs.
• Contributes to annual reports, newsletters, and other communication pieces to share the impact of programs, student employment, and other initiatives within the Campus Services & Programs portfolio.
• Develops, implements, and coordinates a systematic approach to managing special projects while establishing realistic timetables to keep projects on schedule. Monitors progress and completion of assignments to ensure deadlines are met, documents are properly prepared, and impacted staff members are advised in a timely manner. 
• Exercises initiative and independent judgment, delegates assignments as appropriate, identifies key issues, determines when to escalate, and provides suggestions for resolution. 
• Monitors facility to make sure it remains safe, secure, and well-maintained. 

Required Education, Knowledge, Skills, Abilities: 

• Bachelor’s degree or an equivalent combination of education and experience. 
• Minimum of three years of related and progressively responsible work experience. 
• High degree of professionalism, integrity, and dependability. 
• Ability to work independently and with minimal supervision. 
• Demonstrated ability to maintain strict confidentiality of privileged information and perform a wide range of duties that require tact, sensitivity, independent judgment, diplomacy, organizational skills, flexibility, and discretion. 
• Excellent interpersonal skills and customer focus, with the ability to project a collaborative and professional demeanor with a wide range of constituencies in a diverse university community. 
• Superior written and verbal communication skills, as well as the ability to present his/her views in a clear and compelling manner. 
• Thorough knowledge of Microsoft Office applications and experience in effectively creating documents, reports, and presentations. 
• Ability to use good judgment and individual discretion in responding to inquiries. 
• Ability to organize workflow and manage multiple tasks and functions simultaneously. 
• Self-motivated and committed to continuous improvement. 

Preferred Education, Knowledge, Skills, Abilities: 

• Experience with Accruent Event Management System software
• Experience in a higher education setting 
• Experience supervising others.

Accountabilities: 

• Supervises the university telephone operator. 
• Supervises student employees.
• Evening and weekend work required and flexible schedule. On call daily to provide leadership and support to professional and student staff during times when facilities and programs are operating.

Physical Requirements:

• Sedentary work. Typing, talking, hearing, repetitive motions. Close visual acuity. 
• Communicates with others to exchange information.

Environmental Conditions: 

• No adverse environmental conditions expected.

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