Front Desk Guest Service Agent

Note: Applications will be accepted until 11:59 PM on the Posting End Date.

Job End Date

These positions will work a variety of shifts on an as-needed basis to support a 24/7 operation of the Student Housing & Hospitality Services Front Desk during our summer Conference season. Shifts will vary based on fluctuating business levels. There are no guaranteed hours for these positions and all staff will be required to work shiftwork. The shifts will include days, evenings and overnight 7 days a week.

At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.

Summary:
The Front Office Guest Service Agent will provide frontline service to visitors of the Housing & Hospitality Services Department (SHCS). Visitors to the front desk include students, parents of students, visiting conference guests, university staff, and external contractors. Excellent and prompt customer service is a priority in the delivery of daily service.

Organization Status
This position reports to the Assistant Manager, Front Office Operations, Student Housing & Community Services.

Major Responsibilities:
Financial:

• Takes payments, posts payments and posts minor charges to student and guest accounts.

• Ensures the accuracy of transactions being posted by correctly following rate guidelines. (e.g. housing fees, student meal plans, visitor accommodations, guest parking, and other minor miscellaneous transactions).

• Balances cash receipts and balances coin floats at the end of each shift.

Administrative:

• Delivers excellent customer service by ensuring accurate information is provided through friendly and prompt service, and that problems identified for troubleshooting are forwarded to the appropriate SHCS operation (i.e. Residence Life, Conference, Housing or Maintenance).

• Conducts check-in and check-out services, which includes issuing keys, parking, completing check-in forms and updating information accurately to various data base systems.

• Responds to general inquiries by communicating in writing, email, phone, and in person regarding appropriate service options relevant for housing, meal plan, and guest accommodation services.

• Expected to use tact and discretion when interacting with students or guests, and in particular when assisting a student/guest in resolving a problem or concern. Confidentiality is a requirement of the job.

• Receives guest reservations and updates information into reservation system.

• Provides tourism information, maps, and conference schedule information to visiting groups.

• Checks residence building key inventory ensuring full sets are always available.

• Updates and/or troubleshoots building and room door access information in the Salto system (electronic lock system).

• Records, and maintains key sign-out logs and follows-up on unreturned keys.

• Submits work order information in work order system.

• On occasion, may be required to provide general tours of residence rooms.

• Updates changes/edits for office manuals.

• Follows all procedures for Canada post mail delivery (records and sorts mail, parcels, and delivers same).

• Records lost and found items.

• Writes a shift summary report at the end of each shift identifying matters for follow up for staff on the next shift. Reads group arrival folder, daily shift reports, incident reports, and communication logs to prepare for shift.

• Ensures that the front desk area is equipped with appropriate communication materials, specifically related to student needs, and tourism materials for the general traveller.

• Provides customer service for guests who have…