Please include a cover letter
Guest Services Associate, Alumni Center Facilities & Services, Alumni Association (Onsite)
Stanford University is one of the world’s premier academic and research institutions, devoting tremendous intellectual and physical resources toward the betterment of humanity. As a major Bay Area employer, Stanford seeks people committed to excellence and to improving our world. In turn, the university is committed to supporting its employees as they develop their careers and enrich their lives. We believe Stanford’s future success will be shaped by the diverse perspectives, unique experiences, and inclusive culture of its community.
Position Summary:
The Guest Services Associate serves as the first point of contact at the Frances C. Arrillaga Alumni Center, a hub for alumni engagement and campus events. Reporting to the Associate Director of Alumni Center Services, this role ensures an exceptional experience for alumni, visitors, and staff while overseeing the administrative and customer service operations of the reception team. This position offers a dynamic opportunity for individuals interested in hospitality and event support.
Job Purpose:
Provide administrative and operational support working under general supervision.
Core Duties:
- Perform support associated with scheduling, organizing, and operating events, including recommending vendors for services, overseeing the production and distribution of materials, coordinating logistics, and serving as liaison with internal and external vendors.
- Draft and/or generate routine communications; coordinate production (formatting, copying, etc.) and dissemination of documents, such as presentations, conference and seminar materials, complex reports, brochures, and displays.
- Plan and schedule calendar(s) based on consultation, resolve calendaring conflicts, and compliance with unit, university, and sponsor policies.
- Process and monitor routine financial transactions, which may include researching and resolving discrepancies.
- Maintain office supplies and equipment; obtain vendor quotations, as needed. Coordinate office moves.
- May serve as the point of contact for general maintenance, health and safety, and other facility concerns within the unit(s); report any incidents or potential safety problems to appropriate representatives. Track completion of required training.
- Maintain approved content on websites.
- May perform human resources transactional support, e.g. time cards, I9s, and/or faculty affairs support.
- May guide and train student and/or contingent workers including scheduling, assigning, and prioritizing workloads, setting appropriate deadlines, and reviewing work for quality and timeliness.
Key Responsibilities:
Customer Service Excellence
- Serve as the face of the Alumni Center, greeting guests and visitors with professionalism and warmth.
- Respond to inquiries, determine and take appropriate action as required. Serve as a resource regarding a defined set of policies and procedures.
- Assist guests in locating staff, departments, or destinations; take initiative to address inquiries, resolve complaints, and provide accurate information.
- Manage alumni information inquiries discreetly, adhering to strict privacy policies and ensuring compliance by all reception staff.
- Operate a multi-line phone system, answering and routing calls efficiently, and managing related logistics such as voicemail and forwarding.
- Train casual, part-time, and student employees on reception procedures as needed.
Facility and Program Support
- Collaborate with colleagues to coordinate rotating displays and seasonal decor in public areas, involving volunteers and sourcing materials.
- Facilitate receipt and placement of gifted memorabilia, determining appropriate display or distribution, and sending donor appreciation notes.
- Support the maintenance and distribution of SAA and OOD staff directories.
- Assist in the delivery of Alumni Center service programs, including bike loans, pass sales, and wireless network access, ensuring accurate record-keeping and financial reconciliation.
Event and Administrative Support
- Contribute to event preparations, including opening and closing the facility, setting up and storing resources, and posting signage.
- Populate staffing schedules from the event database and provide administrative support to event managers as required.
- Handle purchasing, reimbursements, track expenditures, and verify department purchasing card transactions for Alumni Center Facilities and Services.
Job Qualifications/Requirements:
- Experience: 3–5 years of professional hospitality or guest service experience.
- Skills: Excellent communication and organizational skills with the ability to manage multiple tasks and prioritize effectively.
- Technical Proficiency: Familiarity with MS Office/Google Suite (especially Excel/Google Sheets); willingness to learn new systems and platforms.
- Professionalism: Maintain a neat and professional appearance at all times, dressing appropriately and ensuring a polished demeanor. Ability to function well under pressure; speak kindly and professionally in all interactions.
- Physical Requirements: Ability to sit or stand for extended periods, lift items up to 30 pounds, and work in a well-lit environment.
- Maintain familiarity with Alumni Center operations, SAA goals, and University functions to provide accurate and timely information to guests and staff.
- Stay updated on Stanford University history, local attractions, and campus events, sharing relevant promotional materials with visitors.
- Language: Bilingual in Spanish is preferred but not required.
To be considered for this position, please include a cover letter along with your resume.
Why Stanford is For You:
Stanford has enriched the world and revolutionized the way we live. From the pioneering of search engines and social platforms, to saving lives with organ transplants and cutting-edge medical research. Supporting this mission are our diverse and dedicated 17,000 staff. We seek talented individuals who are driven to impact the future and legacy of Stanford.
- Freedom to grow. We offer career development programs, tuition reimbursement, ability to audit courses, join a TedTalk, or listen to a renowned author or global leader speak.
- A caring culture. We provide superb retirement plans, generous time-off, and family care resources.
- A healthier you. Climb our rock wall or choose from hundreds of health and fitness classes at our world-class exercise facilities. We also provide excellent health-care benefits.
- Discovery and fun: Stroll through historic sculpture gardens, trails, and museums.
- Enviable on-campus resources: Enjoy free commuter programs, ridesharing incentives, discounts and more.
