Coordinator, Customer Services and Rental Operations

Staff - Non UnionJob CategoryM&P - AAPSJob ProfileAAPS Salaried - Business Operations, Level AJob TitleCoordinator, Customer Services and Rental Operations (Fields and Baseball)DepartmentSouth Campus Operations | Athletics and RecreationCompensation Range$4, $6,933.92 CAD Monthly

The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.

Posting End DateMay 27, 2024

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

Job End Date

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

The Coordinator, Customer Services and Rental Operations (Fields and Baseball) is responsible for the front-line management of student-staff (25+) and operations coordination across several different facilities including Thunderbird Park, Thunderbird Stadium and the Baseball Centre. This individual's responsibilities include supporting the management of the student operations staff, working with both internal athletic department units and external parties to schedule the facility, and facilitating private bookings and equipment rentals. Specifically, this position oversees all general operational aspects of the front desks and bookings of recreation programs and spaces - including the cash reconciliation, cash handling, inventory management, sales reporting, and booking contracts. The incumbent should expect to be at their desk 70% of the time.

The shift for this position will vary depending on seasonal, event and facility requirements, however the shifts will be required during afternoon/evenings and weekends. This position reports to the Manager, Events and Operations (South Campus). Assists in the management of over 25 student operations and admin staff.

Organizational Status
Athletics & Recreation (A&R) is a department within the VP Students portfolio, with a strong focus on creating an exceptional UBC student experience. The A&R Department has a team of approximately 125 employees, and is led by a strong cross-unit management team. It services over 60,000 students through recreational programming, 26 varsity teams, and 13 competitive clubs along with thousands of members of the UBC community.

Work Performed

CUSTOMER SERVICE OPERATIONS

• Provides front-line management of the front desk and facility operations for several facilities (Baseball Centre, Thunderbird Park and Stadium) under the guidance of the Manager, Events and Operations (South Campus).
• Implements all aspects of the customer service plan and member services and is responsible for the administration of the registration system.
• Oversees all cash handling including cash outs, petty cash, and deposits.
• Ensures that all payment processing takes place in a secure environment and that clear and effective cash handling procedures are in place and strictly followed.
• Day-to-day management of inventory of POS items.
• Approves refunds, ensuring that all approvals and rejections are based on established policies and procedures.
• Oversees the sales of facility memberships and the administration of drop-in programming
• Uses PerfectMind to analyze the trends in product demand and orders retail product accordingly for the Operations Centre. Uses PerfectMind to provide analysis of registration trends and makes recommendations to the Manager.

FACILITY BOOKINGS & EVENT MANAGEMENT

• Creates and develops rental contracts in registration and booking system, and collects rental payments.
• Responsible for cash and bill collection for rentals and bookings for both contracted and non-contracted users.
• Manages and strategically maintains facility calendars for the baseball cages, multipurpose rooms, sports fields and other related spaces with confirmed external bookings and works with programmers to ensure maximum profitability, customer service, efficient facility usage and booking accuracy.
• Develop and implement communication protocols and operating procedures for events through the coordination of event plans, information, vendors, suppliers and daily run sheets for events.
• Supervise, direct and coordinate the work of vendors, staff and contractors during the event.
• Oversees and ensures bookings are delivered with exceptional service and all requirements are fulfilled.
• Leads and schedules facility tours for clients seeking to rent the south campus facilities.
• Organizes private booking requests for rental equipment including collection and return of deposits, contracts, insurance, and other requirements.
• Manages the facility schedules associated with the baseball cages, multipurpose rooms, sports fields and other related spaces.
• Provides event and onsite liaising across all assigned venues and events with clients, contractors and event staff and working closely with internal and external groups to ensure that event goals and objectives are met.
• Provide facility tours, quotes and other related documents to potential renters and clients.
• Provide event related training and orientations for all non-UBC staff working in the facility.
• Liaises with external business groups including: suppliers, caterers and 3rd party event organizers.
• Liaises with campus security, parking and all other on event partners to ensure communication and security for campus events.

STAFF MANAGEMENT

• Recruits, hires, trains, manages and evaluates the Operations student-staff who act as information officers, cashiers, facility staff and sales associates.
• Obtains Work Learn positions via Career Services . Delivers on all requirements of work learn positions.
• Develops and updates manuals/online resources in the training of both student and other Full-Time Staff -including a Point of Sale manual, PerfectMind standards, and a facility supervision manual.
• Administers onboarding procedures and submits payroll.
• Manages standard operating procedures and work methods, ensuring consistent, high quality standards.
• Mentors student staff and enhances professional development opportunities.
• Develops and administers senior student team lead structure.
• Plans, develops, and monitors work schedules to ensure efficient use of personnel; use of scheduling software for scheduling internal staff.

OTHER

• In collaboration with the Manager, Events and Operations (South Campus) develops, implements, monitors, and evaluates departmental policies and procedures.
• Plays an active role in furthering A&R's vision and values through facility and staffing initiatives.
• Maintains fiscal accountability, prepares budgets, and reconciles all assigned accounts on a monthly basis.
• Identifies and escalates issues to manager
• Attends meetings, staff training retreats and completes other tasks and duties as necessary.

Consequence of Error/Judgement

This position requires a high degree of judgment, tact, discretion and initiative. A standard of customer service is vital to ensuring customer satisfaction. Additionally, this person is heavily involved in the cash handling and accounting of all sales that are transacted by this program. This person will be responsible for the hiring and supervision of the retail associates who are dealing with large sales volumes on a daily basis. Their judgment of character and ability to assess the work of others is paramount in ensuring that this program remains sustainable.

If any part or portion of this person's duties is neglected, severe consequences will be felt not only by the program itself, but potentially, also by participants and patrons of the facility. The improper execution of details associated with the management of the venues could result in a tarnished program and university image.

Supervision Received
The Manager, Events and Operations provides guidance and direction to the position, but the execution and decision making of the responsibilities are solely that of the Coordinator, Customer Services & Rental Operations (Fields and Baseball) . Due to the magnitude of the program, staff are empowered to execute their responsibilities and work independently.

Supervision Given
Responsible for recruiting, interviewing, selecting, training, supervising, and evaluating the operations centre and administrative student staff.

Minimum Qualifications
Undergraduate degree in a relevant discipline. Minimum of two years of related experience, or the 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

• A degree in Business, Public Administration, Human Resources, is preferred.
• Strong leadership, organizational, planning and time management skills are required.
• Strong financial and accounting skills are required.
• Effective verbal and written communication skills.
• Demonstrated accuracy and strong attention to detail.
• Demonstrated skills and competencies in planning, organization, and project management; leadership; coaching and facilitation; and customer service.
• Ability to manage organizational changes, anticipate future events, and determine service delivery alternatives to ensure an efficient use of resources.
• Ability to exercise sound judgment, multi-task, prioritize and work effectively under pressure to meet deadlines.
• Experience working with event production and event management procedures is an asset.
• Ability to exercise initiative, tact and diplomacy.
• Demonstrated self-starter and ability to be innovative, flexible and entrepreneurial.
• Ability to work effectively independently and in a team environment, and to bring energy, motivation and enthusiasm to the job.
• Ability to take initiative, analyze problems, identify key information and issues, and effectively resolve.
• Ability to carry out negotiations and interest-based conflict resolution.
• Demonstrated ability to build partnerships and alliances with peers, business communities, association partners and staff.
• Strong computers skills essential including working knowledge of Microsoft Office Suite including SharePoint at an advanced level, and Adobe Creative Suite.
• Experience with PerfectMind or Class is an asset.
• Must possess a full Class 5 driver's license.
• Excellent oral and written communication skills and experience with copywriting is an asset.
• Able to lift or move heavy objects of approximately 50lbs.

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