Wednesday , March 29 2023

UBC Jobs Online – Front Desk Service Representative

Website The University of British Columbia

Job Description:

The Front Desk Service Representative position provides customer service and administrative support for the University s residences front desks. The University s residence front desks provide twenty-four (24) hour service throughout the year. FDSRs act as a primary liaison in residence emergencies. They enhance safety and security by regulating key access and monitoring the residence buildings and properties. They foster a sense of community and belonging in the residence communities by being the first point of contact for our residents and guests. The position works rotating shift blocks of mornings, afternoons and overnights and monitors both the interior and exterior of the residence building and grounds.


Job Responsibilities:

  • Acts as a first point of contact for the Residence including receiving residents and visitors, and responding to inquiries or redirecting people as appropriate.
  • Maintains and updates the Student Housing database by entering, editing and tracking data. Specifically, responsible for resident and guest check-ins, checkouts and transfers including completing appropriate paperwork, and administering access to residences.
  • Acts as the primary liaison in residence emergencies (medical, mental health, fire, theft, facilities, behavioural incidents, intruders, etc.). Determines the nature of the emergency or problem and applies the appropriate Department or University policies to resolve the situation or involve the appropriate resources. Reports using online systems to record critical information needed for follow up.
  • Administers key sign-out and inventory including: Issues keys and programs electronic key systems.
  • Maintains key inventory; makes provisions for key loans to residents who are locked out of their rooms; keeps an accurate count of keys and ensures their prompt return; and submits assessments and work orders for lock changes as required.
  • Ensures that only authorized residents, contractors, appropriate emergency personnel and staff are given key loans.
  • Responsible for accurate delivery of mail and resolving any issues that may arise in the mail delivery process. Sorts and delivers mail, which includes parcels, and distributes materials into mailboxes, and in some cases delivers mail/notices door-to-door.
  • Responsible for coordinating front desk communication and incident documentation, which includes: Exercises appropriate discretion, tact, and adherence to privacy requirements at all times.
  • Responds to inquiries and provides information by email, telephone and/or in person to residents, visitors and department personnel.
  • Reads and reviews daily communication.

Job Requirements:

  • Ability to maintain accuracy with great attention to detail.
  • Ability to provide excellent customer service including being calm, courteous and patient.
  • Ability to operate a normal range of office equipment.
  • High school graduation plus one year post-secondary education and three years hotel and hospitality industry and customer service experience, or a combination of education and experience.
  • Ability to be responsive to urgent issues and situations.
  • Ability to be responsive to urgent issues and complex situations.
  • High School graduation and Minimum: high school one year post-secondary educationand 3 years hotel and hospitality industry and customer service or the equivalent combination of education
  • Ability to work independently and within a team environment.
  • Excellent oral and written communication, interpersonal and organizational skills. Excellent telephone manner required.
  • Ability to demonstrate excellent assessment skills, flexibility, and organizational skills.
  • Ability to problem solve and to exercise resourcefulness and initiative.
  • Proficient in Word, Excel, and Outlook and ability to learn proprietary departmental software.
  • Ability to prioritize work and meet deadlines.

Job Details:

Company: The University of British Columbia

Vacancy Type: Full Time

Job Location: Vancouver, BC, CA

Application Deadline: N/A

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