Guest Services Rep II

Rochester, NY


Serves as a problem solver, advocate and liaison for faculty, staff, student, and visitors. Functions as the main resource for faculty, staff, student and visitor information and assistance. General duties include assisting faculty, staff, students and visitor, information, wayfinding, maintaining cleanliness of areas and various other duties as assigned.


  1. Serves as the front-line individual for greeting visitors to assigned location(s).

  2. Utilizing soft skills, assists diverse population of visitors to assure proper information is provided in a meaningful way. Communicates effectively and works through interactions where barriers to communication are present.

  3. Greets and checks in all visitors, which includes verifying information including, but not limited to: name of visitor, time of appointment/meeting, location of appointment/meeting, and office contact information.

  4. Effectively communicates accurate wayfinding instructions.

  5. Expertly navigates difficult visitor encounters. Determines when to escalate to management or Public Safety.

  6. Act as the liaison between visitors and assigned location(s) contacts or key stakeholders, communicating regularly and efficiently to ensure visitors are able to access the intended location(s).

  7. Communicates daily with departmental contacts and/or key stakeholders to ensure visitor logs are accurate and updated regularly.

  8. Enforces specific visitation guidelines as appropriate; consults with key stakeholders to determine exceptions to existing guidelines. Informs visitors of University policy and procedures, and independently determines appropriate next steps based on individual situation.

  9. Keeps abreast of changes policy, procedure and guideline changes to ensure compliance and safety for all visitors.

  10. Independently answers large volume of general inquiries involving all aspects of the University, including needs specific to the assigned location(s).

  11. Utilizing expert knowledge of available resources, uses critical thinking skills to ascertain individual needs/requests and provides accurate information. Directs visitors to proper resources as needed.

Other duties as assigned



  • High School diploma or equivalent

  • 2 years of customer service experience;

  • or equivalent combination of education and experience.

  • Ability to communicate effectively with a diverse population and work through interactions where barriers to communication are present.

  • Ability to handle highly stressful and emotional situations professionally and respectfully.

  • Strong communication skills.

  • Ability to diffuse difficult situations with tact, respect, and professionalism.

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Pay Range

Pay Range: $17.47 - $23.58 Hourly

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

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Location: Central Administration
Full/Part Time: TAR