Front Desk Guest Service Agent

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Posting End Date

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

Job End Date

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 our summer Conference season. Shifts will vary based on fluctuating business levels. There are no guaranteed hours for thesepositionsand all staff willbeto workshiftwork. The shifts will include dayseveningsand 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 ofstudents visiting conference guests university staff and external contractors. Excellent andprompt 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 being posted by correctly following rate guidelines. ( fees student meal plans visitor accommodations guest parking and other minormiscellaneous transactions).
Balances cash receipts and balances coin floats at the end of each shift.

Administrative:
Delivers excellent customer service by ensuring accurate information is provided throughfriendly and prompt service and that problems identified for troubleshooting are forwarded to theappropriate SHCS operation (i.e. Residence Life Conference Housing or Maintenance).
Conducts check-in and check-out services which includes issuing keys parking completingcheck-in forms and updating information accurately to various data base systems.
Responds to general inquiries by communicating in writing email phone and in person regardingappropriate service options relevant for housing meal plan and guest accommodation services.
Expected to use tact and discretion when interacting with students or guests and in particularwhen assisting a student/guest in resolving a problem or concern. Confidentiality is a requirementof the job.
Receives guest reservations and updates information into reservation system.
Provides tourism information maps and conference schedule information to visitinggroups.
Checks residence building key inventory ensuring full sets are always 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 work order system.
On occasion may be required to provide general tours of residence rooms.
Updates changes/edits for office manuals.

Follows all procedures for Canada post mail delivery (records and sorts mail parcels anddelivers same).
Records lost and found items.
Writes a shift summary report at the end of each shift identifying matters for follow up forstaff on the next shift. Reads group arrival folder daily shift reports incident reports andcommunication logs to prepare for shift.
Ensures that the front desk area is equipped with appropriate communication materialsspecifically related to student needs and tourism materials for the general traveller.
Provides customer service for guests who have checked into a guest room and who may need supportwith luggage room amenity and/or room maintenance issues (e.g. taking towels to a guest roomexchanging a small appliance for another changing a lightbulb re-setting thermostats in roomsafes or smoke detectors and minor repairs.
Assists guests in resolving Wi-Fi connection by walking them through troubleshooting steps. Thisposition may also be required to provide assistance to unlock and re-set guest room safes.
In the absence of custodial staff (after hours) may be required to provide light housekeepingand bed making services to prepare a guest room for occupancy if no other room options areavailable.
Assists guests with mobility needs by providing transportation services to buildings and/ortransport of luggage to room (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 ordecisions will have limited impact on service to public or students. This position is expected tosolve routine problems and direct non-routine problems to a supervisor or a full time staff memberof SHCS. Training is provided and attendance is a requirement of the job. Self-help job manuals andsystem online supports are available to support staff during evening weekend and overnightshifts.

Supervision Received:
This position is supervised by the Assistant Manager Front Office Operations and will receivedirection for general task responsibility from the full-time front desk clerk positions

Supervision Given:
None

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

Skills/Competencies:
Excellent oral written and interpersonal communication.
Must be service orientated courteous professional friendly and approachable.
Ability to follow instructions and report accurate details verbally and in writing.
Demonstrated experience handling cash and balancing transactions.
Sound knowledge of data base systems excel and Microsoft Word.
Valid drivers licence required to operate vehicles.
These positions are seasonal and require the flexibility for working various shifts includingday evening weekend and overnight shifts as the front desk is open and operational 24/7.

Mobility required for walking distances and climbing stairs in different resident buildings inorder to collect keys or to do visual room inspections.
Ability to lift/move/carry mail packages and/or luggage approximately 20 lbs in weight.