Front Counter 2 (Winter) Sessional

Job Summary

Performs duties related to the everyday operation of the Accommodation Office including but not limited to reservations, guest registration, billing and special payment arrangements, and night audit during the winter season September through April.

Organizational Status
Reports directly to the Front Desk Manager. Takes direction from the Rooms Manager. Interacts regularly with the Housekeeping Supervisor on room status matters and Service Workers and Utility Workers on maintenance matters. Interacts with the Sales Office regarding group bookings.

Work Performed

Expected to be familiar with and functional on all duties related to the Conferences and Accommodation operation. Includes:

Guest Registration

• Checks guests in and verifies all pertinent information on registration cards and guest folios to ensure accurate entry of data into computer.

• Balances cash and receipts and maintains a functional cash float for which he/she is uniquely responsible.

• Initiates Standard University Emergency Procedures when necessary thereby promoting guest safety and satisfaction.

• Provides information concerning conference, public services and tourism to guests whenever possible.

• Handles keys and maintains a strict measure of key control.

• Assists guests in the operation and related services of room phones.

• Reports and records daily maintenance requirements in order to maintain the quality and appearance of the Conferences &Accommodation facilities.

• Maintains an open line of communication between shifts as well as staff across departments by maintaining log books sending emails and writing memos.

• Maintains the front desk area in a clean and orderly fashion.

Reservations

• Opens, date stamps and sorts all Accommodation office mail.

• Maintains daily records of all cheques received.

• Receives and processes reservation requests by email, mail and telephone from conference delegates and casual guests.

• Collects, posts and balances advance deposits for all reservations received.

• Maintains and updates Lost and Found log.

• Composes routine business letters in response to accommodation inquiries as required.

• Maintains good channels of communication with group organizers and university service departments.

Night Audit

• Performs computer audit on all Conferences & Accommodation properties. This entails reviewing the night audit reports to ensure system balance and ensuring the correctness of guest accounts.

• Balances the debit authorization machine so that debit revenue bank accounts are correctly credited by following the Balancing Procedures.

• Maintains filing system of computer generated reports on a daily basis so that they do not get lost or misplaced and so that they are readily available for reference.

• Due to the fluctuating nature of business in a conference operation, hours of shifts will vary as will the stress level. Most of the work involves interaction with guests, computer data entry and cash handling.

• Customer Service Representatives can expect long periods of standing at the front desk.

• Must be available for evening, weekend, and overnight shifts.

Consequence of Error/Judgement
Errors in performing registration duties can reduce revenue, skew management statistics or have negative impact on customer relations. The hotel has a complex rate structure and misinformation given to clients can result in lost reservations, have a negative impact on customer relations and impact on Conferences & Accommodation s revenue. The night audit function is critical for ensuring accurate accounting records and system integrity.

Supervision Received
Work is performed under the general supervision of the Front Desk Manager and in accordance with Conferences & Accommodation policy and procedures. Works within well defined guidelines and procedures, but is expected to exercise some initiative and judgment in establishing priorities and carrying tasks through to completion.

Supervision Given
May initiate new employees into front desk, reservation, cash office or night audit procedures.

Minimum Qualifications
High school graduation, plus one year of related training, plus two years of related experience, or an equivalent 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

Hospitality Industry Training or Conferences & Accommodation experience preferred. Basic Office Procedures and Practices Training an asset. Office experience and/or relevant UBC experience. Operation of and/or data entry into computer system. Ability to plan, communicate and complete work assignments without ongoing direction. Good verbal communication and interpersonal skills; excellent telephone manner. Insure accuracy of all work performed. Ability to operate job-related equipment e.g., multi-line phone/switchboard e.g., fax machine, photocopier Word Processing and Spreadsheets experience. Willing to work flexible day, evening and graveyard shifts.