Front Desk Guest Service Agent

Job Category: BCGEU Okanagan Support Staff

Job Title: Front Desk Guest Service Agent

Department: UBCO | Accommodation | Housing and Conferences | Front Office Operations

Posting End Date: March 3, 2025

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

Job End Date: Sept 4, 2025

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 these positions and all staff will be required to work shiftwork. The shifts will include days, evenings and overnights 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 of students, visiting conference guests, university staff, and external contractors. Excellent and prompt 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:

1. Takes payments, posts payments and posts minor charges to student and guest accounts.
2. Ensures the accuracy of transactions being posted by correctly following rate guidelines (e.g. housing fees, student meal plans, visitor accommodations, guest parking, and other minor miscellaneous transactions).
3. Balances cash receipts and balances coin floats at the end of each shift.

Administrative:

1. Delivers excellent customer service by ensuring accurate information is provided through friendly and prompt service, and that problems identified for troubleshooting are forwarded to the appropriate SHCS operation (i.e. Residence Life, Conference, Housing or Maintenance).
2. Conducts check-in and check-out services, which includes issuing keys, parking, completing check-in forms and updating information accurately to various database systems.
3. Responds to general inquiries by communicating in writing, email, phone, and in person regarding appropriate service options relevant for housing, meal plan, and guest accommodation services.
4. Expected to use tact and discretion when interacting with students or guests, and in particular when assisting a student/guest in resolving a problem or concern. Confidentiality is a requirement of the job.
5. Receives guest reservations and updates information into reservation system.
6. Provides tourism information, maps, and conference schedule information to visiting groups.
7. Checks residence building key inventory ensuring full sets are always available.
8. Updates and/or troubleshoots building and room door access information in the Salto system (electronic lock system).
9. Records and maintains key sign-out logs and follows up on unreturned keys.
10. Submits work order information in work order system.
11. On occasion, may be required to provide general tours of residence rooms.
12. Updates changes/edits for office manuals.
13. Follows all procedures for Canada post mail delivery (records and sorts mail, parcels, and delivers same).
14. Records lost and found items.
15. Writes a shift summary report at the end of each shift identifying matters for follow-up for staff on the next shift. Reads group arrival folder, daily shift reports, incident reports, and communication logs to prepare for shift.
16. Ensures that the front desk area is equipped with appropriate communication materials, specifically related to student needs, and tourism materials for the general traveler.
17. Provides customer service for guests who have checked into a guest room and who may need support with luggage, room amenity and/or room maintenance issues (e.g. taking towels to a guest room, exchanging a small appliance for another, changing a lightbulb, re-setting thermostats, in-room safes or smoke detectors and minor repairs).
18. Assists guests in resolving Wi-Fi connection by walking them through troubleshooting steps. This position may also be required to provide assistance to unlock and re-set guest room safes.
19. In the absence of custodial staff (after hours) may be required to provide light housekeeping and bed making services to prepare a guest room for occupancy if no other room options are available.
20. Assists guests with mobility needs by providing transportation services to buildings and/or transport 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 or decisions will have limited impact on service to public or students. This position is expected to solve routine problems and direct non-routine problems to a supervisor or a full-time staff member of SHCS. Training is provided and attendance is a requirement of the job. Self-help job manuals and system online supports are available to support staff during evening, weekend, and overnight shifts.

Supervision Received: This position is supervised by the Assistant Manager, Front Office Operations and will receive direction 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 education and up to and including one (1) year work experience in a customer service environment with proven cash experience. Experience living in a residence campus housing environment and/or hotel environment is an asset but not required.

Skills/Competencies:

1. Excellent oral, written and interpersonal communication.
2. Must be service oriented, courteous, professional, friendly and approachable.
3. Ability to follow instructions, and report accurate details verbally and in writing.
4. Demonstrated experience handling cash and balancing transactions.
5. Sound knowledge of database systems, Excel and Microsoft Word.
6. Valid driver’s license required to operate vehicles.
7. These positions are seasonal and require the flexibility for working various shifts including day, evening, weekend and overnight shifts as the front desk is open and operational 24/7.
8. Mobility required for walking distances and climbing stairs in different resident buildings in order to collect keys or to do visual room inspections.
9. Ability to lift/move/carry mail packages and/or luggage approximately 20 lbs in weight.