Front Desk Service Representative

Job Summary

The Front Desk Service Representative position provides customer service and administrative support for the University’s residences front desks. The University’s residence front desks provide service between 7AM and 11PM seven days per week throughout the year. FDSRs act as a primary liaison in residence emergencies. They enhance safety and security by regulating key access and monitoring both the interior and exterior of the residence buildings and properties. They foster a sense of community and belonging in the residence communities by being the first point of contact for our residents and guests.

Organizational Status
Reports to Residence Front Desk Services Coordinator (RFDSC) and acts as a member of the service operations team with other Front Desk Service Representatives, RFDSCs, , Manager, Residence Life Administration and the Associate Director Residence Life, Service Development and Operations. Interacts regularly with residents, visitors, Student Housing and Community Services employees, other UBC departments and personnel, vendors, suppliers, and clients.

Work Performed
Performs customer service and administrative activities including:
1. Acts as a first point of contact for the Residence including receiving residents and visitors, and responding to inquiries or redirecting people as appropriate.
2. Maintains and updates the Student Housing database by entering, editing and tracking data. Specifically, responsible for resident and guest check-ins, checkouts and transfers including completing appropriate paperwork, and administering access to residences.
3. Acts as the primary liaison in residence emergencies (medical, mental health, fire, theft, facilities, behavioural incidents, intruders, etc.). Determines the nature of the emergency or problem and applies the appropriate Department or University policies to resolve the situation or involve the appropriate resources. Reports using online systems to record critical information needed for follow up.
4. Administers key sign-out and inventory including:
Issues keys and programs electronic key systems.
Maintains key inventory; makes provisions for key loans to residents who are locked out of their rooms; keeps an accurate count of keys and ensures their prompt return; and submits assessments and work orders for lock changes as required.
Ensures that only authorized residents, contractors, appropriate emergency personnel and staff are given key loans.
5. Responsible for accurate delivery of mail and resolving any issues that may arise in the mail delivery process. Sorts and delivers mail, which includes parcels, and distributes materials into mailboxes, and in some cases delivers mail/notices door-to-door.
6. Responsible for coordinating front desk communication and incident documentation, which includes:

Exercises appropriate discretion, tact, and adherence to privacy requirements at all times.

Responds to inquiries and provides information by email, telephone and/or in person to residents, visitors and department personnel.
Reads and reviews daily communication.
Completes Shift Activity Reports (SAR) and/or area Logbook entries as appropriate.
Prepares and circulates notices.
Works within existing procedures to ensure dissemination of information between and within residences to key stakeholders (Front Desk, Housekeeping, Parking and Campus Security, Emergency Services, Facilities, etc.).
Liaises with non-emergency services such as contractors, suppliers and vendors.
7. Assists in the orientation of new Front Desk Service Representatives as required by familiarizing them with the particular work area and shift duties through job shadowing.
8. Monitors residence property and grounds alone including inspecting the building and grounds for hazards; watching for unusual problems that may endanger residents or property and reporting security breaches or risks to appropriate authorities.
9. Responsible for responding to urgent issues and situations including reporting damage to and/or defacement of Student Housing and Community Services (SHCS) property.
10. Enters and follows up on maintenance requests using the online work order system.
11. As directed by supervisor and or manager, perform shift call outs which includes contacting employees for on call shifts, recording and communicating results of callouts for unplanned absences at the Residence front desks.
12. Administers equipment loans including lending sports equipment and/or cleaning materials/equipment on a short-term basis to students; tracking equipment loans and taking a key or student card as a deposit; inspecting equipment prior to and after each loan.
13. Works in a safe manner, in accordance with WorkSafeBC, University, and departmental policies, procedures, and requirements.
14. Carries out any other related duties as necessary in keeping with the qualifications and requirements of the job.

Consequence of Error/Judgement
Works within defined guidelines and procedures, but is expected to exercise sound judgment when carrying tasks through to completion. Error can result in a threat to security, loss of revenue, complaints and diminished confidence from residents and guests in the ability to provide service.

Supervision Received
Works under general supervision by the RFDSC. Regularly works independently.

Supervision Given
Is not required to give direct supervision. Required to assist in the orientation of other Front Desk Service Representatives.

Minimum Qualifications
High school graduation plus one year post-secondary education and three years hotel and hospitality industry and customer service experience, or a combination of education and experience.

- Willingness to respect diverse perspectives, including perspectives in conflict with one’s own

- Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion

Preferred Qualifications
1. Excellent oral and written communication, interpersonal and organizational skills. Excellent telephone manner required.
2. Ability to provide excellent customer service including being calm, courteous and patient.
3. Proficient in Word, Excel, and Outlook and ability to learn proprietary departmental software.
4. Ability to be responsive to urgent issues and complex situations.
5. Ability to demonstrate excellent assessment skills, flexibility, and organizational skills.
6. Ability to operate a normal range of office equipment.
7. Ability to prioritize work and meet deadlines.
8. Ability to maintain accuracy with great attention to detail.
9. Ability to work independently and within a team environment.
10. Ability to problem solve and to exercise resourcefulness and initiative.
11. Ability to be responsive to urgent issues and situations.
12. Ability to keep sensitive matters confidential.
13. Ability to exercise sound judgment, tact and discretion.
14. Ability to lift and transport parcels, varying in weight, up to thirty (30) pounds.
15. Satisfactory Criminal Record Check.