Guest Services Associate

3 weeks ago

Victoria, Canada Royal Roads University Full time

Reporting to the Manager, Client Services, the Welcome Desk Associate plays an integral role in support of the student, staff and visitor experience at Royal Roads University. Working as part of a team, you will oversee the University’s Welcome Desk, switchboard, Client Services administration and support on-campus accommodation services for students, faculty and visitors. You will have knowledge of University departments, academic programs, campus services, and an understanding of local community services to ensure effective communications for all front line tier 1 inquiries.

As the central booking office for on-campus accommodations, you will be responsible for administering all reservations and welcoming check-ins/outs along with setting up accommodation room blocks for program areas and associate faculty bookings. You will play an active role in pre-arrival and accommodation room checks to ensure compliance with quality assurance expectations and standards to promote a quality experience for guests.

This position requires flexible shift availability to meet the needs of the 7-day/week operation. The defined shifts are 7.30 am to 3.30 pm; 10.30 am to 6.30 pm, and 10.00 am to 6.00 pm on weekends and holidays. The nature of the role will require the incumbent to be physically mobile and capable of performing tasks that involve physical endurance.
- Job Requirements**Required Qualifications/Competencies (education, skills and abilities)**:

- Minimum 1 year of office administration experience or related field, preferably in a hospitality-related environment
- Working knowledge of RRU’s programs, services and the local community.
- A professional approach and commitment to customer service excellence
- Experience dealing with difficult situations and people in distress.
- Ability to exercise a high level of judgement, diplomacy and tact and to respect and maintain confidentiality in sensitive and/or volatile situations.
- Problem-solving ability
- Ability to multi-task and work effectively in a busy and dynamic work environment
- Competent computer skills, including MS Word, Excel, Outlook, POS and RRU’s Accommodation Software
- Additional Information- This is a casual position working variable hours per week. This position has been evaluated at ADM-C with an hourly rate between $27.48 (minimum) to $32.29 (midpoint) to $37.09 (maximum). Employment offers will normally be made between the minimum and midpoint of the range and are determined by knowledge, experience and internal equity. The University is pleased to offer a benefit package. Royal Roads University is strongly committed to fostering diversity within our community. We welcome those who would contribute to the further diversification of our faculty and staff including, but not limited to, women, visible minorities, Indigenous people, persons with disabilities and persons of any sexual orientation or gender identity.

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