Coordinator, Ubc Welcome Centre and Facility

6 months ago

Vancouver, Canada University of British Columbia Full time

_alumni UBC _is the alumni association of The University of British Columbia, serving more than 360,000 in over 140 countries. It offers a variety of programming and communications to enrich the lives of UBC graduates by empowering their personal growth and professional development, as well as nourishing pride and enabling contribution to UBC. Since its founding in 1917, its goal has been to link alumni with the University and with each other, and to support the mission and activities of the University. The incumbent will be an employee of the Alumni Association, which is a separate and distinct organization from UBC. For more information on alumni UBC please visit the link here.

The UBC Welcome Centre, is the friendly front door to the UBC all alumni, and guests to our Point Grey Campus. It operates a concierge desk for campus, alumni and facility information. It also offers campus tours, and onsite programming.

**JOB SUMMARY**

This position manages the unique and exceptional customer service and engagement of the Welcome Centre and Robert H. Lee Alumni Centre (RHLAC). The Coordinator, UBC Welcome Centre creates planning and programming with an eye on growth of activities that maximize the alumni and visitor experience to UBC. The incumbent will be an exceptional results-oriented problem solver, aiming to increase visitor utilization, awareness, and satisfaction. The coordinator will act as an ambassador for the UBC and alumni UBC brand and will be critical in developing, cultivating, and strengthening relationships between UBC and the University’s alumni, donors, and friends, as well as other University partners.

Core responsibilities include; managing the administrative operations for front and back of house along with content management, training and support for the Alumni App, programming, hiring training, scheduling and coordinating communication and deliverables for our UBC ambassador program, which can employee upwards of 50 students at a time, servicing several alumni departments, strategically focusing on those who work at the front Welcome Centre desk and our facilities onsite event staff and labour teams. Providing day to day support for facility infrastructure management, including submitting and tracking service request through UBC Building Operations and third-party suppliers. The position is expected to provide an excellent level of customer service for our clients and guests.

**ORGANIZATIONAL STATUS**

Reports directly to the Associate Director, Alumni Facilities with day-to-day direction provided by Manager, UBC Welcome Centre and Facility Projects. Works closely with Facility Sales, Events and Operations Managers and Coordinator. Works closely with alumniUBC Communications team, with special attention to all matters relating to the alumni UBC app. Provides day-to-day direction, communication and leadership to upwards of 50 student employees. Liaises with a variety or partners both internal and external to UBC including alumni, donors, the general public and visitors, campus partners and departments, service providers, and colleagues in the DAE portfolio.

**WORK PERFORMED**

**Welcome Centre & alumni UBC App**

Ensures that the "public face" of the RHLAC is maintained to exceptional standards and that alumni, donors, and visitors receive a positive experience and that accurate, courteous and professional customer service is provided and maintained. Works part of the day operating the Welcome Centre concierge desk.

Supports key Welcome Centre and alumni programming, such as but not limited to Graduations, UBC Homecoming and the BC Tourism Challenge.

Works to streamline the front desk ambassador responsibilities and programming involvement, with an aim to bring meaningful work to the position while managing daily staff budget allocation.

Works in partnership with the alumni UBC Communications team and manages content of the Alumni App, including but not limited to; updating and overseeing data entry between multiple programs; managing geofencing; providing weekly, quarterly reporting; tracking usage and alumni points/activities scores.

Provides overall staff training and user support for the Alumni App. Including online journal access through the App andvia the web browser online journal form, managing admin user permissions and provides onsite/and over the phone support. Primary liason with UBC Library team for all programming updates.

Works closely with Alumni and DAE teams to track any issues that arise with the Alumni App and works creatively and collaboratively to oversee solutions.

Works in partnership with alumni UBC Communications and Business Development teams to create and develop new strategies to promote and expand the Alumni App use.

**Customer Service, Staff Supervision & Facility Projects.**

Works in partnership with Alumni Facilities Events and Operations Coordinator to hire and train onsite event, facility labour, and front desk staff; collectively known as t

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