Desk Service Representative (11pm-7am)

About Queen's University

Queen’s University is the Canadian research intensive university with a transformative student learning experience. Here the employment experience is as diverse as it is interesting. We have opportunities in multiple areas of globally recognized research, faculty administration, engineering & construction, athletics & recreation, power generation, corporate shared services, and many more.

We are committed to employment equity and diversity in the workplace and welcome applications from individuals from equity seeking groups such as women, racialized/visible minorities, Indigenous/Aboriginal peoples, persons with a disability, persons who identify in the LGBTQ+ community and others who reflect the diversity of Canadian society.

Come work with us!

Applicant Guidance & Information

At Queen's, we are committed to helping people achieve their best. Whether you are beginning your career at Queen's or seeking your next opportunity, we are here to support you. Visit our Applicant Resources for guidance on applying, showcasing your skills and experience, and preparing for interviews.

Disclaimer: As part of the application process at Queen's University, our recruitment system uses Artificial Intelligence (AI), as defined under the Ontario Employment Standards Act, to ask job-related questions and confirm eligibility for hire. All final hiring decisions are made using non-AI related processes.

Job Summary

A Brief Overview

The Housing and Ancillary Services team manages our residences with close to 5,000 student beds in 18 residence buildings, as well as Community Housing (our off-campus rental apartment and housing properties), three dining halls, numerous retail foodservice locations on campus, the Donald Gordon Hotel and Conference Centre, the University Club and Event Services. Residence buildings also provide temporary accommodations for the summer conference, events and tourism markets. Revenue and services from these units support vital student life programs and contribute to the University's learning environment.

Queen's Residence Life and Services is committed to providing an experience aimed at fostering the educational and personal growth of its residents. The Residence Life and Services staff team is dedicated to the development of the whole student, promoting diversity, accountability, independence and success in a broader learning environment. This position is a dynamic and engaging front line opportunity. The Desk Services Representative works to support clerical and administrative operations for staff and students during the academic year term (September-April) and for hotel guests during our summer accommodation season (May-August). The Desk Services Representative maintains administrative operations for the Residence Life and Services unit in order to assist students and stakeholders (Housing and Ancillary units, external companies like mail service providers or other Queen's University departments) during the academic year. In the summer season, Desk Services Representatives work along side other units to execute our Summer Accommodations season (hotel front desk).

The schedule for this position is 11:00 p.m. - 7:00 a.m. Wed-Sun.

This position provides customer service to residents and guests entering the residence building including giving directions and parking information, and providing keys. This position performs accounting processing activities including float counts, application of payments, room charges, reconciliations, and invoice printing. This position performs clerical and administrative activities including filing, organizing paperwork, keeping inventory, and maintaining coffee bar. This position also processes paperwork for room change requests, lost keys, and housekeeping issues, and advises maintenance on issues that require their attention.

The schedule for this position requires the incumbent to work evenings and weekends.

Job Description

What you will do

• Provides customer service to residents and guests entering the residence building including giving directions and parking information, and providing keys.

• Performs accounting processing activities including float counts, application of payments, room charges, reconciliations, and invoice printing.

• Performs clerical and administrative activities including filing, organizing paperwork, keeping inventory, and maintaining coffee bar.

• Performs daily key inventory audits.

• Supports move in and move out day for students by processing paperwork for room change requests, and advising maintenance for lost keys, room lockouts, or other room maintenance or housekeeping issues.

• Receives, sorts and delivers mail to mailboxes, and provides notifications for parcel pickup.

• Receives and signs for incoming parcels from couriers and maintains accurate parcel logs and records.

• Distributes parcels efficiently and investigates and resolves lost or misplaced parcels.

• Liaises with couriers, campus partners and internal teams regarding deliveries.

• Creates guest reservations by phone and in person.

• Other duties as required in the support of the department and/or unit.

Required Education

• One-Year Post Secondary Certificate or Diploma.

Required Experience

• More than 1 year and up to and including 2 years of experience.
• Experience working in a comparable client-focused environment considered an asset

Required Licenses and Certifications

• Satisfactory Criminal Records Check required.

• Vulnerable Sector Screening required.

Consideration may be given to an equivalent combination of education and experience.

Job Knowledge and Requirements

• Basic knowledge of standardized, work procedures, general facts, or the use of simple equipment that is typically acquired through on the job training.

• Provide clear, concise information to others that requires basic courtesy and minimal explanation or interpretation.

• Ability to relay unwelcome information or deal with minor conflicts/complaints.

• Prioritize own work to deliver objectives on time and to meet standards and expectations.

• Follows direction and seeks clarification when required.

• Resolve recurring problems and situations using established procedures and guidelines.
  

• Bring forward problems, obstacles or challenges to work completion in a timely manner so deadlines continue to be met.
  

• Awareness of human rights, diversity, equity, Indigenization and inclusion.

• Understand university specific processes and policies to address human rights or equity concerns.

Employment Equity and Accessibility Statement

The University invites applications from all qualified individuals. Queen's is strongly committed to employment equity, diversity, and inclusion in the workplace and encourages applications from Black, racialized persons, Indigenous people, women, persons with disabilities, and 2SLGBTQI+ persons. In accordance with Canadian Immigration requirements, priority will be given to those who are legally eligible to work in Canada.

The University provides support in its recruitment processes to all applicants who require accommodation due to a protected ground under the Ontario Human Rights Code, including those with disabilities.