Science and Technology Campus Student Team Leader
Job Title: Information Desk Student Team Leader
Division/Department: Communications and Marketing/University Information
Location: Science and Technology Campus, Bull Run Hall and Occoquan Building Information Desks
Reports to: Science and Technology Campus Public Information Manager
Salary: Starting at $9.50 per hour
Hours: 15-20 hours/wk
Last Revision Date: August 6, 2012
Information Desk Student Team Leaders will be awarded to students who have shown the potential to be responsible supervisors of Student Information Assistants. Preference will be given to students who can exhibit a high level of self-sufficiency and accountability. Information Desk Student Team Leaders will respond to general customer inquiries and perform assistant supervisory duties in regards to the Student Information Assistants. They will be responsible for setting a high standard for Student Information Assistants and helping to mentor them towards that standard. Information Desk Student Team Leaders should be knowledgeable about all aspects of George Mason University and the resources available to retrieve information about it.
The responsibilities for this position are separated by the following categories:
Customer Service/Member Relations
- Exhibit a high level of customer service.
- Greet customers, visitors, and community members in a friendly and inviting manner.
- Represent Mason in a professional and positive manner as an ambassador.
- Keep the desk and immediate area clean and organized.
- Approve flyers for posting.
- Administer the lost and found policy.
Information and Visitor Services
- Answer and transfer calls to the requested department or person.
- Share information on all aspects of George Mason University including event information, handouts about the university, academic programs, and directions to and around all campuses.
- Use available manuals, websites, and database resources to share directory information; hours of operation; information about departments and services; events on the campuses; and events in the building.
- Learn Mason’s history, keep up-to-date on information and always dispense timely, accurate information.
- Distribute telephone directories and learning supplies available for use.
- Maintain desk signs.
- Assist with maintaining and sharing maps, brochures, and flyers.
- Maintain inventory of brochure materials for display.
Personal Responsibility and Professionalism
- Follow all University Information and Mason policies, procedures and guidelines.
- Read and respond to all University Information emails, blogs, newsletters, and Web sites in a timely manner.
- Make recommendations and give feedback to enhance the department.
- Dress appropriately according to the University Information uniform guidelines and dress code for the assigned shift.
- Work a varied shift scheduled, as determined and during inclement weather, as needed.
- Complete and attend additional training and all staff meetings.
- Commitment and dedication to the mission, vision, core values and standards of excellence for University Information.
- Complete monthly information quizzes and experiential learning activities.
- Follows through and completes the tasks, directives and project requests of managers.
- Complete a self-evaluation of performance, as determined.
- Assist with additional projects, general office or errands, as assigned.
- Maintain 15-20 hours per week in the capacity as an Information Desk Student Team Leader.
- Assist in training Student Information Assistants.
- Assist in supervising and submitting written warnings to Manager for Student Information Assistants.
- Assist in updating the Information Desk Reference Manuals.
- Assist in the hiring and evaluation process of Student Information Assistants.
- Compile monthly statistics, as needed.
- Create Daily Event Sheets from the latest SP Report on a weekly basis.
- Contribute to the University Information Facebook page.
- Have a bi-monthly meeting with the Public Information Manager.
- Inform Manager of any issues or problems that arise.
- Receive on-call emergency calls.
- Work a varied shift schedule and during inclement weather, as needed.
- Be responsible for coverage of staff absences.
- Compile and submit a weekly written report to share with Manager.
- Update inaccurate or outdated information or materials at the information desk.
- Attend management team meetings and staff development activities.
- Review monthly information quizzes and track on-line training completed.
- Review staff reflections from experiential learning activities.
- Set a positive example to follow all University Information and Mason policies, procedures and guidelines.
- Develop a positive rapport with Managers.
- Follow through and complete the tasks, directives and project requests of Managers.
- Complete a self-evaluation as part of the performance review process.
Each position requires the ability to teach, guide, coach, encourage and provide specific feedback for improvement to other students. A positive and helpful personality, excellent listening skills, a clear and understandable speaking voice, and positive interpersonal skills to build rapport and relationships with desk patrons (faculty, staff, students, visitors, administrators, and departments). The ability and willingness to learn and retain information, remain organized and multitask, pay attention to detail, desire to help people; the ability to work independently and within a team in a fast paced environment is needed. Commitment, dedication, reliability, punctuality, integrity, and competency with computers and websites are essential. Desired candidates must possess flexibility, the ability to work independently and take initiative, a positive and professional attitude and a commitment to work with a team and people of diverse backgrounds. Student Team Leaders must balance appropriately professional and personal situations and handle any conflict with respect.
Applicants must also meet the following requirements to be considered for an Information Desk Student Team Leader position:
- Possess a strong interest in providing personal attention to visitors and Mason community members within a public relations environment.
- Be committed to learning about supervision and coaching strategies to balance supervision of student information assistants.
- Have a high school diploma or equivalent.
- Possess solid typing/word processing and research skills.
- Have excellent communication, interpersonal and organization skills.
- Have advanced proficiency with Microsoft Word, Excel, and PowerPoint; databases; and desktop publishing.
- Have a GPA of 2.5 or higher.
- Ability to meet deadlines and complete assignments.
- Be a sophomore, junior, senior, or graduate student at Mason.
- Have at least one semester of experience working as an information desk assistant.
- Proficiency with social media to include Facebook and blogs.
- Commit to the completion of the Supervising Student Workers Seminar within 3 months of hiring.
- Commit to further training, as necessary.