Front Desk Guest Service Agent

Overview

Staff - Union Job Category BCGEU Okanagan Support Staff Job Profile BCGEU OK Hourly - Clerk IV. Job Title : Front Desk Guest Service Agent. Department : UBCO | Accommodation | Housing and Conferences | Front Office Operations. Compensation Range : $26.10 - $29.93 CAD Hourly. Posting End Date : February 22, 2026. Note : Applications will be accepted until 11 : 59 PM on the Posting End Date.

Job End Date : September 6, 2026. 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 the 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 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 providing accurate information through friendly and prompt service, and forwards troubleshooting issues to the appropriate SHCS operation (Residence Life, Conference, Housing or Maintenance).
• Conducts check-in and check-out services, issues keys, parking, completes check-in forms and updates information accurately in various database systems.
• Responds to general inquiries by writing, email, phone, and in person regarding service options for housing, meal plan, and guest accommodations.
• Uses tact and discretion when assisting students or guests; confidentiality is required.
• Receives guest reservations and updates information into the reservation system.
• Provides tourism information, maps, and conference schedule information to visiting groups.
• Checks residence building key inventory to ensure full sets are 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 the work order system.
• On occasion, may provide general tours of residence rooms.
• Updates changes / edits for office manuals.
• Other duties
• 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 the front desk area is equipped with appropriate communication materials related to student needs and tourism materials for the general traveller.
• Provides customer service for guests who have checked into a guest room and may need support with luggage, room amenity, and / or room maintenance issues (e.g., towels, small appliance exchange, lightbulb replacement, thermostat resetting, in-room safes or smoke detectors, minor repairs).
• Assists guests in resolving Wi-Fi connectivity by troubleshooting steps. May assist to unlock and reset guest room safes.
• In the absence of custodial staff (after hours), may provide light housekeeping and bed making services to prepare a room if no other options are available.
• Assists guests with mobility needs by providing transportation services to buildings and / or transporting luggage to rooms (e.g., golf cart or SHCS vehicle).

Consequence of Errors / Judgement

Tasks are covered by well-defined policies, procedures, and processes, and errors in judgement or decisions will have limited impact on service to the public or students. This position is expected to solve routine problems and direct non-routine problems to a supervisor or a full-time staff member of SHCS. Training is provided and attendance is a requirement of the job. Self-help job manuals and system online supports are available to support staff during evening, weekend, and overnight shifts.

Supervision

This position is supervised by the Assistant Manager, Front Office Operations and will receive direction for general task responsibility from the full-time front desk clerk positions.

Education / Work Experience

Completion of grade 12 or equivalent plus up to including one (1) year post-secondary education and up to including one (1) year work experience in a customer service environment with proven cash experience. Experience living in a residence campus housing environment and / or hotel environment is an asset but not required.

Skills / Competencies

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