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Front Desk Service Representative

3 months ago

Vancouver, Canada UBC Full time

Staff - Union

Job Category
CUPE 116

Job Profile
CUPE 116 Salaried - Front Desk Service Representat

Job Title
Front Desk Service Representative

Department
Front Desk Service Representatives | Residence Life | Student Housing and Community Services

Compensation Range
$4,402.00 - $4,814.00 CAD Monthly

Posting End Date
July 2, 2024

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

Job End Date

This position is full-time and works 4 days a week totaling 75 hours over two weeks.

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 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 service between 7AM and 11PM seven days per week throughout the year. FDSRs act as a primary liaison in residence emergencies. They enhance safety and security by regulating key access and monitoring both the interior and exterior of 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.

Organizational Status
Reports to Residence Front Desk Services Coordinator (RFDSC) and acts as a member of the service operations team with other Front Desk Service Representatives, RFDSCs, Operations Manager Front Desk Support Services, Manager, Residence Life Administration and the Associate Director Residence Life, Service Development and Operations. Interacts regularly with residents, visitors, Student Housing and Community Services employees, other UBC departments and personnel, vendors, suppliers, and clients.

Work Performed
Performs customer service and administrative activities including:
1. Acts as a first point of contact for the Residence including receiving residents and visitors, and responding to inquiries or redirecting people as appropriate.
2. 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.
3. 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.

**4. 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.
5. 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.
6. Responsible for coordinating front desk communication and incident documentation, which includes:
Exercises appropriate discretion, tact, and adherence to privacy requirements at all times.

Reads and reviews daily communication.
Completes Shift Activity Reports (SAR) and/or area Logbook entries as appropriate.
Prepares and circulates notices.
Works within existing procedures to ensure dissemination of information between and within residences to key stakeholders (Front Desk, Housekeeping, Parking and Campus Security, Emergency Services, Facilities, etc.).
Liaises with non-emergency services such as contractors, suppliers and vendors.
7. Assists in the orientation of new Front Desk Service Representatives as required by familiarizing them with the particular work area and shift duties through job shadowing.
8. Monitors residence property and grounds alone including inspecting the building and grounds for hazards; watching for unusual problems that may endanger residents or property and reporting security breaches or risks to appropriate authorities.
9. Responsible for responding to urgent issues and situations including reporting damage to and/or defacement of Student Housing and Community Services (SHCS) property.
10. Enters and follows up on maintenance requests using the online work order system.
11. As