University Union

ACCOUNTABILITY
The University Ticketing and Information Center Assistant (UTICA) primarily reports to the University Ticketing and Information Services Coordinators, the Ticketing and Information Services Manager and the Customer Service Manager regarding overall work performance.

SCOPE OF RESPONSIBILITIES
The UTICAs are responsible for maintaining constant communication with University customers, community members, and students, referring them to the appropriate location or personnel to handle their concerns. UTICAs are also responsible for providing a variety of ticketing information and services, including ticket sales for events at the Weidner Center, Kress Events Center, and University Theatre. Finally, UTICAs are responsible for the production of replacement IDs for students, faculty, and staff.

QUALIFICATIONS AND SALARY
UTICA’s must be efficient, dependable, and able to carry out instructions independently. A professional demeanor, in addition to strong communication and customer services skills are imperative. Computer skills, including knowledge of Microsoft Word and Excel, are preferred. A strong understanding of campus and University Union programs and operations is extremely valuable. Work hours will vary depending on hours of operation and the student’s availability. Generally, team members will work day or evening UTIC desk shifts 3-5 times per week and approximately three to five weekends a semester. Team members provide event staffing for ticketed events, and are required to be available to staff at least ½ of the events each month. Availability is required to be evenly distributed over weekdays and weekends. All University Union employees are required to take at least 6 undergraduate or 5 graduate credits per semester with a minimum cumulative GPA of 2.0. The UTICAs will be compensated according to the University Union Wage Rate Guidelines.

ACCOUNTABILITY
The Building Manager reports to the Building Services Manager for the University Union.

SCOPE OF RESPONSIBILITIES
The Building Manager is the primary University Union staff person responsible during all hours of operation for overall management including serving as supervisor at all times the building is open. The Building Manager also serves as: resource liaison to various University Union Departments, project manager, public relations person, trouble shooter, building security staff, and facility and event supervisor, employee leader/supervisor, and mentor. The Building Manager needs to be familiar with the entire University Union operation and the various policies and procedures, and regulations governing the use of the facility, the programs, and the campus, union, and contracted services offered within the organization. He/She also needs to be familiar with campus events and programs as well as the operation of various audio/visual and other union equipment and facilities.

Make frequent inspections of all areas of the University Union:
- Responsible for overall aesthetic appearance of the entire building, with the authority to remedy the situation through utilization of established procedures and protocols.
- Address and report any disorders, safety/security issues, maintenance concerns, building damage, food service equipment operating problems, and all pertinent activities occurring during work shift with the authority to remedy the situation through the utilization of established procedures and protocol. All incidents to be recorded in the Building Manager Report and Incident Reports as needed.
- Insure that customer service and customer satisfaction is of primary concern to all operating units within reason and dependent on available resources.
Diagnose and respond to all building emergency situations and take appropriate action utilizing established procedures and protocol. Educate employees and patrons about proper emergency procedures and ensure that department assistance is consistent with the established procedures.
Serve as the primary service and problem solving contact for catered and reserveable events and functions in the University Union for student organization leaders, customers, event support staff, technical staff, and catering staff while on shift.
Serve as the primary service and problem solving contact for staff and students having programs or office and work space issues within the Union including Student Life, Student Government, Fourth Estate, and Student Organizations while on shift.
Develop an operating knowledge of the following areas and provide support, including program support, and coverage during busy times:
- University Ticketing and Information Center
- Passport ID Services
- Event Setup and Support
- Dining Services
- Technical Services
- Programs and Promotions
- Custodial Services
- Reservations
- Phoenix Club Recreation
- Facility Maintenance
- Safety and Security Provide supervision and support assistance to these areas, which may include, but not limited to:
  - Issue change funds,
  - Provide change for point of sale areas,
  - Assist with opening and closing procedures,
  - Provide for employee breaks as skills and knowledge allow,
  - Step in to provide assistance with customer service and program support during peak or busy periods,
  - Assist in handling difficult and emergency situations,
  - Provide employee discipline and policy enforcement if required,
  - Serve as a resource and contact for questions, problem solving, and trouble shooting,
  - Provide access to areas for authorized individuals.
Provide for the safety and well being of the facility, our customers, and employees by knowing and enforcing the policies, procedures, and regulations established by the University Union, the campus, the University of Wisconsin System, and the State of Wisconsin affecting the organization and facility.
Each Building Manager will serve in a supporting role for one of the following focus/project areas each year to become a subject matter expert for the Building Manager team and to support a specific focus within the entire organization. Each Building Manager will work 5-7 hours per week in support of their area (specific focus/project areas descriptions attached separately):
- Reservations and Event Support Issues and Needs
- Retail/Financial and Passport ID Services Issues and Needs
- Safety/Security and Facility Issue and Needs
- Marketing, Promotions and Program Issues and Needs
- Dining and Catering Services Issues and Needs
- Student Governance, Organization and Policy Development Issues
- Student Personnel, Training and Development Issues and Programs
Meet weekly with the Director, building manager colleagues and other staff as needed to discuss current issues, previous week’s happenings, upcoming events, and training/development related issues.
Perform other duties as assigned, including various special projects and some custodial/maintenance projects.
Responsible to work early morning, evenings, weekends, holidays, break periods, and special events. Building Managers should expect to work 20 hours per week during the academic year and up to 40 hours per week during break times and summers.
Attend once a semester Student Supervisor meetings as planned by the University Union.
Other duties as assigned by the Building Services Manager.

QUALIFICATIONS AND SALARY
The Building Manager must be reliable, able to handle a variety of difficult and sometimes emergency situations, familiar with effective leadership, supervision and management practices, independent, possess developed communication skills, familiar with the University Union and campus life, and display a high level of initiative, maturity, customer service, and problem solving skills. The Building Manager must be comfortable and confident working with various forms of technology, a diverse client base, and autonomously. The Building Manager must be trustworthy, able to handle confidential and sensitive issues appropriately. The individual should have at least 3 semesters of their education remaining. All University Union employees are required to take at least 6 undergraduate or 5 graduate credits per semester with a minimum cumulative GPA of 2.0. The Building Managers will be compensated according to the University Union Wage Rate Guidelines.