Front Desk Assistant

7 months ago

London, Canada Western University Full time

**About Western**:
Since 1878, Western University has been committed to serving our communities through the pursuit of academic excellence and by providing students, faculty, and community members with life-long opportunities for intellectual, social, and cultural growth. We seek excellent students, faculty, and staff to join us in what has become known as the "Western Experience" - an opportunity to contribute to a better world through the development of new knowledge, new abilities, new connections, and new ways to make a difference.

**About Us**:
For more than 7,350 Western students, Housing and Ancillary Services is committed to providing a first-class residence experience and high-quality townhouse and apartment accommodation for upper-year students, graduate students, families, and guests while supporting the academic mission of the University and ensuring profitability and cost effectiveness. We strive to provide thriving communities which engage our diverse student population. In the summer, Western converts residence spaces to host summer students, conference groups and community members for educational purposes, tournaments and meetings.

**Responsibilities**:
**RESPONSIBILITIES**:
As part of our 24 hour /7 day staffing model, the Administrative Assistant (Front Desk) provides front line service to students, parents, and guests at one or more of Western's residences. The Administrative Assistant (Front Desk) also works to provide administrative support to the Client Services Team. During the summer, the incumbent will typically be assigned to Western’s Summer Accommodation operation and handle various administrative tasks such as ensuring fees collected throughout the day are accurately recorded as well as assist in assigning summer guests to clean rooms on a daily basis.

The Administrative Assistant (Front Desk) will perform frequent audits of the use of residence master keys, which is critical to monitoring the security of the building. The incumbent will have the authority to issue new and replacement master keys and are expected to audit the use of them regularly. The Administrative Assistant (Front Desk) are expected to be vigilant at all times and watch who enters and exits the building, and are expected to report any suspicious activity to Residence Life Staff or Campus Police.

**KEY RESPONSIBILITIES**:
(SUMMER ONLY)- Handles questions, residence access, equipment sign out and fire-alarm procedures in a similar manner to the academic year, handling low level customer concerns and escalating higher level concerns to management
- Verifies housekeeping information to ensure incoming guests are assigned to clean, available rooms on a daily basis
- Reports room cleanliness discrepancies to Facilities Management
- Generates occupancy reports for front desk staff and Facilities Management each day
- Ensures all debit/credit transactions collected throughout the day are accurately recorded and reports discrepancies to the Residence Operations management team
- Investigates discrepancies in guest occupancy status and reports them to Facilities Management and the Residence Operations management
- Generates reports listing guests with outstanding balances on their accounts
- Provides reception to guests with no reservation and ensures they accommodated accordingly
- Required monthly rotation between day/afternoon/overnight shifts

The Administrative Assistant (Front Desk) works collaboratively with other Front Desk Assistants, Conference Service staff and the Residence Operations Coordinators providing administrative support while providing service to students, parents and guests. The AD Client Services and Coordinators of Front Desk Operations are always available for consultation.

Western’s residences range in size from 240 - 1252 students. In larger capacity buildings, a Residence Clerk may also be scheduled at a desk. Throughout the summer, Western Summer Accommodations generates $600,000.00 in revenue through the accommodation of transient guests with total bed nights ranging from 20,000 to 25,000 per year. The Administrative Assistant (Front Desk) reports directly to the Associate Director of Client Services & Recruitment and has no direct reports.

The Administrative Assistant (Front Desk) will answer inquiries regarding a wide variety of situations (according to established procedures) in residence. The majority of situations will involve issues such as: noise complaints, student and guest lock-outs, maintenance problems, etc. The Administrative Assistant (Front Desk) is expected to determine the appropriate next steps in all reported residence problems. In consultation with the Associate Director, Client Services, the Administrative Assistant (Front Desk) has authority to create new residence master keys and coordinates the sign-out of these keys according to policy. When keys are found to be missing, the Associated Director, Client Services or Residence Operations Coordinator must be

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