Front Desk Service Coordinator

2 weeks ago

Vancouver, Canada University of British Columbia Full time

Staff - Union

Job Category

CUPE 116

Job Profile

CUPE 116 Salaried - Residence Front Desk Srv Coord

Job Title

Front Desk Service Coordinator

Department

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

Compensation Range

$5,283.00 - $5,668.00 CAD Monthly

Posting End Date

May 31, 2023

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

Job End Date

Job Summary

This position is part of a team that provides support services that fosters safety and security, and strong student communities within Residence. Reporting directly to the Associate Director Residence Life, Service Development and Operations, the Residence Front Desk Services Coordinator is responsible for the daily administration and delivery of front desk services in the UBC residences. This includes providing security services, signing in and out sub-master keys - both electronic and physical - to appropriate Student Housing and Community Services (SHCS) staff, processing payroll and supervising, recruiting, training and scheduling Front Desk Service Representatives (FDSRs). Active committee membership in both external and SHCS committees can be required.

Organizational Status

Reports to the Associate Director Residence Life, Service Development and Operations. Works from written and oral instructions in accordance with departmental policies and procedures. Works in cooperation with Facilities and Building Services team, Residence Life Management Team and other area administrative staff.

Work Performed

Performs all of the duties of a Fronts Desk Services Representative (FDSR) (please see attached job description) and is responsible for the following:
Staff Hiring, Training and Ongoing Support
- Facilitate onboarding, orientation and training of newly hired FDSRs
- Provide additional training as needed to maintain departmental service standards
- Assist in the planning and coordination of annual Front Desk team retreat for all staff (new and returning)
- Develop and maintain staff training and procedure manuals
- electronic and hard copy. Make recommendation for amendments, and implement approved changes as required.
- Coaches staff to improve efficiency and effectiveness and note any concerns that may require follow-up or may lead to progressive discipline.

Human Resources Administrative Duties
- Provide cost-effective staffing recommendations for each residence area depending on known volumes and expected levels of activity and fluctuations.
- Coordinate work flow and assign administrative tasks to other shifts, including security, parking patrols, key inventory checks, mailbox audits, etc
- Updates online scheduling software, tracks staff absences, verifies time cards, completes payroll sheets and submits leave forms for FDSR s scheduled for the residence

areas
- Process payroll spreadsheets and enters and posts information - including statutory holiday pay, overtime, etc., - in the payroll database
- Assists in the implementation of the department safety plan; trains staff on safety procedures, completes incident report for work place injuries, and ensures safety procedures

are followed.

Service Operations
- Coordinates turnover with Conferences and Accommodations unit within SHCS to ensure smooth transition from conference operations to student occupancy.
- Supports SHCS mission of safety and security by conducting annual inventory of residence keys and initiating lock changes as necessary. This includes maintenance of

electronic key systems.
- Provides supervision to FDSRs in preparing residence front desks and related services for student occupancy. This includes:

- Coordinating the assembly of residence check-in packages three times a year.
- Maintaining an inventory of office supplies
- Ensuring all business machines are in working condition.
- Set up and coordinate mail service
- Initiates and processes financial assessments for damaged and missing equipment
- Administers and is responsible for a cash float of approximately $3000.
- Assigns student parking spaces, and maintains accurate records of special assignments and waiting lists
- In collaboration with Residence Life Management Team, responsible for administering Residence Sublet process.
- Provides recommendations for improvement for our proprietary software programs to increase efficiency and usability
- Assists in the coordination of residence construction and maintenance projects when they affect residents and/or involve front desk services. Facilitates trades and contractor

access to rooms and ensures that proper procedures for room entry are observed
- Coordinates and carries out the efficient and cost effective delivery of mail for residents and staff. This includes liaises with Campus Mail, Canada Post and courier companies.
- Provides clear, written instructions to staff concerning area specific procedures that are not documented in the Front Desk Procedure Guid

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