Front Counter Supervisor (Summer)

Staff - Union

Job Category CUPE 2950 Job Profile CUPE 2950 Hourly - Front Counter Supervisor (Gr6) Job Title Front Counter Supervisor (Summer) Department Front Counter/Customer Service Representatives | Conferences and Accommodation Compensation Range $29.27 - $30.76 CAD Hourly Posting End Date April 23, 2025

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

Job End Date

There are five (5) vacancies.

This is a summer sessional position with recall rights each year.

The term is May 1 to Aug 31, 2025.

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.

Job Summary

Supervises the everyday operation of Conferences and Accommodation services including but not limited to guest check-ins, check-outs, billing, special payment arrangements, and accommodation related transactions during the guest’s stay. Liaises with various departmental staff, including: Housekeeping Supervisor on room status and allocation matters, Housestaff and Conference Services Managers on Conference related problems and Service and Utility Workers on maintenance matters. Directs and distributes work assignments to Customer Service Representatives (Front Counter 2). Trains Customer Service Representatives and monitors their performance to ensure that procedures and policy are properly adhered to. Assists with developmental projects and special assignments.

Organizational Status

Reports directly to the Front Desk Manager / Administrative Manager and takes direction from the Rooms Manager and Front Office Manager. Works within well-defined guidelines and procedures, but is expected to exercise some initiative and judgment in establishing priorities, assigning tasks and supervising Front Counter 2 Clerks to control production and accuracy of work.

Work Performed

• Checks guests in and out, verifies all pertinent information on registration cards and guest folios to ensure accurate entry of data into computer. Collects payment of room and miscellaneous charges from guests.

• Responsible for balancing cash and receipts from guests, as well as monitoring cash floats. May count and maintain large quantities of cash, submit change requests, issue and monitor front desk floats.

• May organize large data sets, track variances, prepare banking reports, and perform group reconciliations.

• Trains Customer Service Representatives and monitors their performance to ensure that procedures and policy are properly adhered to. This involves assisting in staff training and completing staff evaluations.

• Addresses guest complaints, consulting with and forwarding on any extraordinary problems to management.

• Troubleshoots individual and group allocations.

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

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

• Provides information concerning conferences, public services, and tourism to guests.

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

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

• Monitors and completes daily communication between shifts as well as staff across departments, by maintaining log books, writing memos, and completing Shift Activity Reports.

• Maintains the work area in a clean and orderly fashion.

• Types reports or letters on occasion.

• Performs other related duties as required.

Consequence of Error/Judgement

Poor communication, inadequate training of lower level classifications, lack of tact and diplomacy, and/or poor performance of front desk tasks can negatively impact revenue, jeopardize record keeping, damage the reputation of Conferences and Accommodation, reduce service levels, reduce guest satisfaction, and/or require intervention by managers.

Supervision Received

Expected to work with minimal supervision on routine tasks or minor guest problems and to consult with Front Desk Manager on any extraordinary problems, technical difficulties, or policy concerns which might occur. Also takes direction from Rooms Manager and Front Office Manager.

Supervision Given

Directs and distributes work assignments to Customer Service Representatives, a small group of employees at lower classifications, in which case they are responsible for the accuracy, production, and control of the work unit.

Minimum Qualifications

High school graduation, plus one year of related post-secondary education, plus three 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

• High School Education with one year of post-secondary education with training in office procedures and practices. Hospitality Industry training is an asset. Minimum three years related experience or one year relevant UBC Experience preferred.

• Excellent customer service skills. Good verbal communication and excellent telephone manner. Ability to supervise staff and coordinate work assignments without ongoing direction. Ability to maintain accuracy and attention to detail. Ability to operate computerized systems. Ability to use word processing, spreadsheet, and email at an intermediate level MS office preferred.

• Ability to type 50 w.p.m. Ability to operate the normal range of office equipment. Ability to work flexible day and evening shifts.