Housing & Hospitality Assistant-1

3 weeks ago

University of British Columbia Okanagan campus, Canada University of British Columbia Full time

Staff - Union

Job Category

BCGEU Okanagan Support Staff

Job Profile

BCGEU OK Salaried - Clerk V

Job Title

Housing & Hospitality Assistant-1

Department

UBCO | Accommodation | Housing and Conferences | Front Office Operations

Compensation Range

$3,976.00 - $4,558.00 CAD Monthly

Posting End Date

April 12, 2024

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

Job End Date

Sept 6, 2024

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/Position Summary:
The Housing & Hospitality Assistant supports Student Housing and Hospitality Services (SHHS) which includes Student Housing, Maintenance, Residence Life and Conferences & Accommodation operations and acts as a first point of contact for all departments within SHHS. The Housing and Hospitality Assistant has broad understanding of the cyclical operations for both Student Housing and Conferences and Accommodation. In addition to the day to day responsibilities of the front desk the duties and environment vary according to the time of year. Staff are required to work a variety of shifts, which include evenings, overnights and weekends. Student Housing and Hospitality Services is open 24/7.

Organizational Status:
The Housing & Hospitality Assistant reports to the Front Office Manager, Student Housing and Hospitality Services. Staff will interact with all members of SHHS as well as internal and external guests. Housing and Hospitality Assistants will train seasonal BCGEU staff and part time student appointments throughout the year. The position will delegate and follow up on general front desk tasks.

Major Responsibilities:
FINANCIAL
- Takes payments, posts payments and minor charges and ensures the accuracy of transactions for housing fees, student meal plans and conference guest accounts.
- Reconciles and reports cash, cheques, debit and credit transactions for all payments collected as well as processes journal vouchers and online cash reports though the financial management systems.
- Checks financial balances for accuracy and investigates account discrepancies. Corrects accounts in the case of incorrect financial posting.
- Balances department cash floats.
- Processes refund requests for vending contracts across campus.
- Ensures reconciliation for Online Travel Agent (OTA) accommodation for commission based transactions are accurate. Follows up on discrepancies and makes reservation corrections.
- Uses judgement to determine the best course of action for conference guest refunds and/or negotiate non rack rates to sell guest rooms working within defined parameters.

Customer Service/COMMUNICATION
- Ensures superior customer service for all visitors of Student Housing and Hospitality Services.
- Provides student and conference guest check-in and check-out services.
- Uses tact and discretion when resolving student and guest concerns. Assesses appropriate level of action to take on matters such as; customer service complaints, determining guest room refunds, lock outs, maintenance situations, electronic key and meal card concerns.
- Reads and troubleshoots daily incident reports, shift reports, and communication logs to resolve identified issues. Will take appropriate steps and/or refers to manager or appropriate SHHS department for follow up.
- Maintains, and recommends updates and changes to the front office manuals, training materials, and departmental policies and procedures.
- Exercises good judgement when making short term decisions for students and conference guests independently using predetermined and well established procedures.

Administrative duties
- Maintains residence building key inventory and reconciles daily, signing out keys and following up on unreturned keys.
- Prepares key packages for students and conference guests.
- Enters data related to guest reservations, lost and found, work orders, verifying time sheets and student parcels.
- Updates door and user information in the electronic lock system. Troubleshoots problems with access to buildings, rooms and access levels.
- On occasion, may be required to provide general tours of residence rooms.
- Maintains knowledge on the mail parcel system and provides back up support for mail handling and delivery when needed. Maintains procedures for mail room and lost and found.
- Checks to ensure daily housekeeping report is prepared with detailed accuracy each day. Updates room status for student/guest related rooms. Will be required to follow up with housekeeping on a daily basis to ensure appropriate service is completed.
- Schedules student meetings with the Residence life management team. Ensures that all communic

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