Residence Front Desk Services Coordinator

Staff - UnionJob CategoryCUPE 116Job ProfileCUPE 116 Salaried - Residence Front Desk Srv CoordJob TitleResidence Front Desk Services CoordinatorDepartmentFront Desk Service Representatives | Residence Life | Student Housing and Community ServicesCompensation Range$5, $5,838.00 CAD MonthlyPosting End DateMay 14, 2024

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

Job End Date

• This posting is for three (3) vacancies.

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 Description Summary
This position is part of a team that provides support services that fosters safety and security, and strong student communities within Residence. Reporting directly to the Associate Director Residence Life, Service Development and Operations, the Residence Front Desk Services Coordinator is responsible for the daily administration and delivery of front desk services in the UBC residences. This includes providing security services, signing in and out sub-master keys - both electronic and physical - to appropriate Student Housing and Community Services (SHCS) staff, processing payroll and supervising, recruiting, training and scheduling Front Desk Service Representatives (FDSRs). Active committee membership in both external and SHCS committees can be required.

Organizational Status
Reports to the Associate Director Residence Life, Service Development and Operations. Works from written and oral instructions in accordance with departmental policies and procedures. Works in cooperation with Facilities and Building Services team, Residence Life Management Team and other area administrative staff.

Work Performed
Performs all of the duties of a Fronts Desk Services Representative (FDSR) (please see attached job description) and is responsible for the following:

Staff Hiring, Training and Ongoing Support

• Under the Direction of the Operations Manager, Front Desk Services, conducts interviews and recommends candidates for hiring in accordance to UBC and CUPE 116 guidelines.
• Facilitate onboarding, orientation and training of newly hired FDSRs
• Provide additional training as needed to maintain departmental service standards
• Assist in the planning and coordination of annual Front Desk team retreat for all staff (new and returning)
• Develop and maintain staff training and procedure manuals - electronic and hard copy. Make recommendation for amendments, and implement approved changes as required.
• Coaches staff to improve efficiency and effectiveness and note any concerns that may require follow-up or may lead to progressive discipline.

Human Resources Administrative Duties

• Provide cost-effective staffing recommendations for each residence area depending on known volumes and expected levels of activity and fluctuations.
• Coordinate work flow and assign administrative tasks to other shifts, including security, parking patrols, key inventory checks, mailbox audits, etc
• Updates online scheduling software, tracks staff absences, verifies time cards, completes payroll sheets and submits leave forms for FDSR s scheduled for the residence areas
• Process payroll spreadsheets and enters and posts information - including statutory holiday pay, overtime, etc., - in the payroll database
• Assists in the implementation of the department safety plan; trains staff on safety procedures, completes incident report for work place injuries, and ensures safety procedures are followed.

Service Operations

• Coordinates turnover with Conferences and Accommodations unit within SHCS to ensure smooth transition from conference operations to student occupancy.
• Supports SHCS mission of safety and security by conducting annual inventory of residence keys and initiating lock changes as necessary. This includes maintenance of electronic key systems.
• Provides supervision to FDSRs in preparing residence front desks and related services for student occupancy. This includes:
• Coordinating the assembly of residence check-in packages three times a year.
• Maintaining an inventory of office supplies
• Ensuring all business machines are in working condition.
• Set up and coordinate mail service
• Initiates and processes financial assessments for damaged and missing equipment
• Administers and is responsible for a cash float of approximately $3000.
• Assigns student parking spaces, and maintains accurate records of special assignments and waiting lists
• In collaboration with Residence Life Management Team, responsible for administering Residence Sublet process.
• Provides recommendations for improvement for our proprietary software programs to increase efficiency and usability
• Assists in the coordination of residence construction and maintenance projects when they affect residents and/or involve front desk services. Facilitates trades and contractor access to rooms and ensures that proper procedures for room entry are observed
• Coordinates and carries out the efficient and cost effective delivery of mail for residents and staff. This includes liaises with Campus Mail, Canada Post and courier companies.
• Provides clear, written instructions to staff concerning area specific procedures that are not documented in the Front Desk Procedure Guide or arise from special circumstances or projects.
• Assesses emergency and non-emergency situations and takes appropriate action to safeguard the well-being of staff and the University s resources; liaises with the RCMP, Fire Department and other emergency services as required.

Student Support

• Provides respectful, tactful, fair and efficient service to a culturally diverse group of customers, students, faculty, staff, colleagues, parents and campus visitors
• Is responsible for primary correspondence with students regarding administrative matters, such as following up on assessments, parking, etc.
• Works closely with room assignment staff in the SHCS Main office to ensure a consistent and prompt exchange of information to facilitate the timely transition of residents/tenants (e.g., transfers, switches, check-outs, evictions, etc.)
• Provides first response to students regarding challenges/concerns or feedback.
• Meets regularly with peers and manager to plan and recommend new procedures, develop new and enhanced services for residents and discuss residence-wide issues.
• Follows up on Shift Activity Reports when necessary (update police, fire department, student involved information, etc.) to ensure accurate student records.

Carries out any other related duties as required in keeping with the qualifications and requirements of positions in this classification.

Consequence of Error/Judgement
Works within existing guidelines, procedures and policies, but exercises judgment in handling matters of non-routine nature, in establishing priorities, and in applying knowledge to resolve complex operational issues. Any, new, unusual or ongoing issues are discussed with Operations Manager Front Desk Services and Associate Director Residence Life Service Development and Operations before establishing new procedures.

Poor judgment or decisions may compromise residents safety and security. It could result in reduced or impaired service to the public, a significant loss of revenues and/or negative media attention. Poor supervision of support staff may result in their poor performance and impaired service to the public.
Also responsible for the safety and security of staff/students: required to do a monthly safety inspection of the work area and inventory of the area fire equipment (extinguishers, exit signs, pull stations, etc.) Errors or failure to complete said inspections could lead to fines and/or personal injuries.

Supervision Received
Works independently of direct, daily supervision. All the residence Front Desks are situated separate from the SHCS Main Office in Marine Drive Building 6. Is required to communicate any problems or service complaints and discuss interpretation of departmental policies with the Associate Director Residence Life, Service Development and Administration.

Supervision Given
Supervises two Front Desks and provides daily supervision and direction to. four to ten full time staff and 35 on-call staff. Coordinates the training and supervision of newly hired staff to ensure compliance with Departmental procedures and policies.

Minimum Qualifications
Minimum of a University degree or property/hospitality accreditation from a recognized post-secondary institution, or an equivalent combination of education, training 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
Knowledge of first aid and non-medical emergency procedures. Knowledge of UBC or similar university setting preferred. Some property management experience such as supervising a large rental property complex. Ability to prioritize and work effectively under pressure to meet deadlines. Ability to work effectively independently and in a team environment. Ability to exercise tact and discretion. Ability to communicate effectively verbally and in writing.

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