Front Desk Associate

Job Title: Front Desk Associate
Employment Type: Full-time
FLSA Status: Non-exempt, hourly
Supervisor: Senior Director, Hospitality & Experiences
Posted Salary Range: $20/hour - $24/hour 

Current Location: 315 Old Ivy Way until Spring 2027 when the Alumni Association transitions to Aggarwal Hall at 211 Emmet St S, Charlottesville, VA 22903

POSITION SUMMARY

The Front Desk Associate is the first point of contact for alumni, visitors, staff, and community members engaging with the UVA Alumni Association, and sets the tone for a warm, professional, hospitality-forward experience from the moment someone walks through the door. This role sits within the Hospitality & Experiences team and works in close coordination with the Senior Director of Hospitality & Experiences to ensure that every guest interaction reflects the same standard of service and brand presentation that will define Aggarwal Hall. In addition to front-of-house duties, this position provides flexible administrative support across teams. The ideal candidate is organized, tech-comfortable, and energized by variety, equally at ease greeting a guest, processing a membership payment, or pitching in on a team-wide mailing.

KEY RESPONSIBILITIES

Guest & Visitor Engagement

• Greet and assist guests with professionalism and warmth, serving as the welcoming face of the Association.
• Serve as a knowledgeable resource on Alumni Association programs and UVA-related information.
• Greet and provide customer service to UVA Fund clients; accurately document the pick-up of purchasing cards (p-cards) and checks.
• Maintain a tidy and inviting front desk and lobby area, keeping brochures and materials current.

Communication & Office Coordination

• Manage incoming calls and emails with high responsiveness, responding directly or triaging inquiries to the appropriate team member.
• Accept and distribute incoming deliveries; coordinate outgoing packages.
• Support facilities-related needs as they pertain to front desk operations.
• Gather, compile, and distribute department updates each Monday via the org-wide Weekly Roundup communication email.
• Assist with general office administrative tasks, including data entry, document preparation, and mailings.

Contributing Membership Support

• Own the Contributing Membership workflow end to end, including accurately processing and applying membership payments.
• Ensure a high level of customer service for new and existing members throughout the membership experience.
• Develop strong working knowledge of the membership package and benefits to answer member questions accurately.
• Prepare and send welcome kits to new Contributing Members in a timely manner.

Administrative & Cross-Team Support

• Develop and maintain a thorough knowledge of all bookable spaces (capacity, amenities, availability, etc.) to confidently answer client/visitor questions and direct external inquiries to the online reservation request form.
• Provide real-time, on-site support including wayfinding, basic troubleshooting, and issue escalation.
• Submit any changes to alumni records in the database to the appropriate UVA Advancement team.
• Collaborate with team members on events and logistics impacting front desk operations.
• Support packing, organizing, mailing, sorting, and other project-based needs across teams as needed.
• Provide administrative support to other departments as time permits.

QUALIFICATIONS

• High school diploma or GED required.
• One or more years of experience in a customer service, hospitality, administrative, or office setting.
• Experience in higher education or nonprofit environments preferred.
• Familiarity with UVA and the Charlottesville community is a plus.
• Proficient with MS Office Suite (Outlook, Word, Excel, PowerPoint); database or CRM experience a plus.

COMPETENCIES

• Hospitality-forward service orientation
• Organization and attention to detail
• Financial accuracy and accountability
• Clear, responsive communication
• Adaptability across competing priorities
• Cross-functional collaboration

WORKING ENVIRONMENT

• Office-based role with frequent in-person interaction; set hours of Monday through Friday, 8:30AM-5:00PM, with a 30-min lunch break. This role is not eligible for a hybrid work schedule.
• Must be able to sit or stand at a front desk and use a computer for extended periods.
• Currently based at 315 Old Ivy Way; will relocate to Aggarwal Hall upon its opening in Spring 2027.