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Front Counter 2
4 months ago
Staff - Union
Job Category
CUPE 2950
Job Profile
CUPE 2950 Hourly - Front Counter 2 (Gr3)
Job Title
Front Counter 2 (Gr3) (Summer)
Department
Front Counter/Customer Service Representatives | Conferences and Accommodation
Compensation Range
$23.89 - $24.52 CAD Hourly
Posting End Date
February 13, 2023
Note: Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above.
Job End Date
These are recurring Summer sessional positions. 2023 Summer Session will be April 15, 2023-Sept 3, 2023. There are 20 vacancies.
Job Description Summary
Performs duties related to the every day operation of the Accommodation Office including but not limited to reservations, guest registration, billing and payment arrangements.
Organizational Status
Reports to the Front Desk Manager, Reservations Manager, Conference Services Manager, or Assistant General Manager. Liaises with all Conferences & Accommodation staff. Interacts with various university departments, clients and guests of Conferences & Accommodation at UBC.
Work Performed
Work may be performed in any of the following areas:
Front Desk:
- Guest registration, payment, and check-in/check-out.
- Handles cash and processes guest payments. Cross-checking daily deposit against postings.
- Provides information concerning conferences, accommodation, guest services, UBC campus, and tourism to guests.
- Handles keys and maintains a strict measure of control.
- Encoding guest access cards through Ving.
- Initiates standard University emergency procedures when necessary (telephone to 911).
- Initiates night audit; a series of automatically generated reports through Opera.
- Sorts reports; forwarding these to appropriate departments.
- Inserts guest information into template letters for routine guest communication.
- Cross-checking and verifying that group and individual rates are posting correctly.
Reservations:
- Operates telephone switchboard and processes incoming calls.
- Forwards cheques received to supervisor for posting.
- Inserts guest information into template letters for routine guest communication.
- Maintains and updates lost and found inventories.
Registration Services:
- Performs general office duties including telephone reception, photocopying, faxing, invoice preparation, mail sorting and completion of routine correspondence.
- Prints automated daily conference schedules from EBMS, distributes to appropriate departments.
- Participates in registration services activities including on-site registration and preparing delegate kits (name badges, material collating etc.)
- Provides clerical support to Registration Services Coordinator, Director of Conference Services and Conference Coordinators.
Cash Office:
- Count cash deposits
- Prepare daily deposit worksheets
- Process deposit summary & daily banking summary
- Prepare cash and process deposits
Accounts Receivable:
- Posts transactions in the accounts receivable ledger on property management system.
- Reviews, reconciles and if necessary corrects accommodation charges on accounts receivable accounts.
- Produces and processes invoices, statements and all related correspondence for A/R accounts.
- Responds to customer enquiries regarding accounts. Investigates and resolves complaints regarding discrepancies in consultation with Conference Services Managers and/or Front Desk Manager, initiates corrections when necessary.
Consequence of Error/Judgement
Poor communication, inadequate training of lower level classifications, lack of tact and diplomacy, and/or poor performance of front desk tasks can negatively impact revenue, jeopardize record keeping, damage the reputation of Conferences and Accommodation, reduce service levels, reduce guest satisfaction, and/or require intervention by managers.
Supervision Received
Work is performed under the general supervision of Front Desk Supervisors, Front Desk Manager, Reservations Manager and Rooms Manager. Works within well defined guidelines and procedures, but is expected to exercise initiative and judgment in establishing priorities and carrying tasks through to completion. New or unusual problems are referred to supervisor.
Supervision Given
None.
Preferred Qualifications
High School graduation and one year of related training. High school graduation with courses in hospitality and customer service preferred. 2 years relevant experience or the equivalent combination of education and experience. One year office or hospitality experience or 6 months relevant UBC experience.
Good verbal and interpersonal skills; excellent telephone manner.
Demonstrated accuracy and attention to detail.
Ability to type 45 wpm.
Willing to work flexible day, evening and graveyard shifts.
Available to work weekdays, weekends and holidays.
