Job Title

Job Category

Job Profile

Job Family Group

Department

Compensation Range

Job End Date

Posting End Date

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

This is an overnight position. Shift start time may vary from 10pm to 11pm and shift end time may vary from 6:30am to 7:45am

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 every day operation of Conferences and Accommodation services including but not limited to guest reservations, 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 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. Is expected to have input into staff selection and evaluation.

Work Performed

This is an overnight position. Work may be performed in any of the following areas:

Front Desk:

• 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 guest payments and provides change to Customer Service Representatives as needed for their floats.
• Troubleshoots individual and group allocations.
• Resolves traces and guest requests.
• Operates telephone switchboard and processes incoming calls. Receives and processes reservation requests by mail, e-mail, fax and telephone.
• Assists guests in operation of and related services of room phones.
• Addresses guest complaints, consulting with and forwarding on any extraordinary problems to management.
• 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.
• Initiates night audit; a series of automatically generated reports through Opera. Cross-checking and verifying that group and individual rates are posting correctly. Sorts reports; forwarding these to appropriate departments. 
• Types reports or letters on occasion
• 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.
• Maintains the work area in a clean and orderly fashion
• Monitors and completes daily communication between shifts as well as staff across departments, by maintaining log books, writing memos and completing Shift Activity Reports.
• Initiates Standard University Emergency Procedures when necessary, call out to Campus Security or 9-1-1 thereby promoting guest safety and satisfaction.

Working Conditions:

The nature of business in a conference operation, 24 hour 7 day a week operation. Most of the work involves interaction with guests, computer data entry and cash handling. Most work is performed while standing at the front desk.

This is an overnight position. Work week is based on seasonal operational needs and may be 4 days on, 3 days off or 5 days on, 2 days off with shifts totalling, 35 hours a week

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.

May initiate and train new Customer Service Representatives in policies and procedures.

Supervises up to 6 Customer Service Representative, Nightstaff and/or Front Desk Representative.

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

Training in office procedures and practices preferred. Hospitality industry training an asset. Relevant UBC experience preferred.

Excellent customer services skills. Good verbal communication and excellent telephone manner. Ability to supervise staff and co-ordinate work assignments without on-going 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 including weekdays, weekends, and holidays and overnight