UBC Employment – Front Office Guest Service Agent

Job Description:

The Front Office Guest Service Agent will provide frontline service to visitors of the Housing & Hospitality Services Department (SHHS). 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. These positions are seasonal and require the flexibility for working various shifts including day, evening, weekend and graveyard shifts as the front desk is open and operational 24/7.

Job Responsibilities:

• Provides tourism information, maps, and conference schedule information to visiting groups.
• On occasion, may be required to provide general tours of residence rooms.
• Ensure that reports are printed and ready for pick up at pre-determined specific times. (e.g. Housekeeping report for BEST CLEANING SERVICES).
• Records lost and found items.
• Responsible for check-in and check-out services, which includes issuing keys, parking, completing check-in forms and updating information accurately to various data base systems.
• Responsible for balancing cash receipts and balancing coin floats at the end of each shift.
• Responsible for ensuring that the front desk area is equipped with appropriate communication materials, specifically related to student needs, and tourism materials for the general traveller.
• Follows all procedures for Canada post mail delivery (records and sorts mail, parcels, and delivers same).
• Writes a shift summary report at the end of each shift identifying matters for follow up for staff on the next shift. Responsible for reading group arrival folder, daily shift reports, incident reports, and communication logs to prepare for shift.
• 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).
• Records, and maintains key sign-out logs and follows-up on unreturned keys.
• Responsible for taking payments, posting payments and posting minor charges to student and guest accounts.
• Checks residence building key inventory ensuring full sets are always available.
• Responsible for receiving guest reservations and updating information into reservation system.
• Submits work order information in work order system.
• 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.
• Updates and/or troubleshoots building and room door access information in the Salto system, (electronic lock system).
• 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.
• Updates changes/edits for office manuals.

Job Requirements:

• Class 5 driver’s licence required to operate vehicles.
• Must be able to lift mail packages and/or luggage approximately 20 lbs in weight.
• Good mobility and able to climb stairs and walk short distances between buildings.
• Sound knowledge of data base systems, excel and Microsoft Word.
• Excellent oral, written and interpersonal communication.
• Demonstrated experience handling cash and balancing transactions.
• Proven Customer Service Experience.
• Familiar with social media and web updates.
• Must be able to work flexible shifts: The office is open 24/7 during the months of May – August.
• 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.

Job Details:

Company: The University of British Columbia

Vacancy Type: Part Time

Job Location: Kelowna, BC, CA

Application Deadline: N/A

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