Guest Service Agent

Job Category

BCGEU Okanagan Support Staff

Job Title

Guest Service Agent

Department

UBCO | Accommodation | Housing and Conferences | Front Office Operations

Posting End Date

August 15, 2026

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

Job End Date

May 8, 2027

These positions willworka variety of shifts on an as-needed basis to support a 24/7 operation of the Student Housing & Community Services Front Desk. Shifts will vary based on staff vacancies and businesslevel. There are no guaranteed hours for these positions and will berequiredto workshiftwork. The shifts will include days,eveningsand 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.

JOB SUMMARY

This position will provide front line service to visitors of the Student Housing & Community Services (SHCS) which includes students, university staff, suppliers, external contractor staff, and conference guests, ensuring that, superior customer service is a priority in the delivery of daily service. This position will be an as-needed basis and does not provide guaranteed hours. Shifts may vary to cover a 24/7 operation.

ORGANIZATIONAL STATUS

This position report to the Assistant Manager, Front Desk Operations, Student Housing & Community Services. Staff will interact with all members of the Student Housing & Community Services unit which includes Residence Life, Housing, Conference, Food Services, Parking Services & Maintenance operations.

WORK PERFORMED

• Front desk related duties will include; signing out keys for students and suppliers, issuing parcels, guest messages, providing directions and general campus and department information, and housing supplies, processing maintenance requests, and handing out documents or forms related to the housing and conference operation.

• Provides general information regarding housing, and conference services by phone and by responding to conference email inquiries. Answers conference reservation phone line and makes guest reservations using an in house booking system.

• Provides check in service to students and conference guests, takes payments, issues keys, assisting with student arrivals by preparing key packages for students.

• Provides information and takes payments for student housing and meal plans, and other related housing and conference services.

• Validates Salto door cards, and signs out cards for building entry, and for entry into specific rooms such as the bike rooms.

• Completes projects such as photocopying, laminating, etc. in support of SHCS activities.

• Mail sorting requires focus and attention to detail. The ability to troubleshoot incomplete information. Accuracy is paramount with mail sorting and delivery.

CONSEQUENCE OF ERROR

Must exercise sound judgement, decision making and tact based on departmental policies, procedures and guidelines. Initiative is required for interpreting and adapting these guidelines, andproviding options in order to create satisfactory outcomes. Errors and omissions will be identified by tracking of system information, financial discrepancies or customer feedback. Problems of extra-ordinary nature would be referred to the manager. Errors or incorrect decisions may result in compromising the safety and security for students, staff and guests, lost financial opportunities, negatively impact the student experience and/or could be harmful to the reputation of services provided by UBC.

SUPERVISION RECEIVED

Reports directly to the Assistant Manager, Front Desk Operations and is expected to work independently setting work priorities to manage deadlines.

SUPERVISION GIVEN

This position does not supervise staff

QUALIFICATIONS

• Completion of Grade 12 diplomarequired

• Experience working in a University Residence Front Desk

• Experience using electronic lock software systems

• Experience in shiftwork, days evenings and overnights

• Over six (6) months ofproven customer service experience

• Demonstrated experience handling cash & balancing transactions

• Sound knowledge of data base systems, excel and Microsoft word

• Must be able to work independently and lift up to 15 lbs.

• Ability to maintain confidentiality related to student information, student interactions with staff, and staff personal information.