Coordinator, Desk Services

At the University of Waterloo, we create and promote a culture where everyone can reach their full potential. As an employee, you get support & opportunities that empower you to advance your career. Explore how we can bring big ideas to life, together. The University is a welcoming workplace for those of all abilities, interests, and expertise. As part of our workforce, you can do what you do best, every day. Learn more about our recruitment process. Time Type: Full time Employee Group: Staff Job Category: Academic Administration Employment Type: Temporary Department: Campus Housing
- Desk Services Hiring Range: $56,494.16
- $70,617.70 Posting Information: This posting is for an existing vacancy. Term: 2 years This position is being offered as a Secondment or contract opportunity. The internal posting deadline for this position is October 16, 2026 at 11:59PM

Job Description
Primary Purpose The Coordinator, Desk Services and Operations is responsible for the coordination of Front Desk operations, which includes scheduling and supervision of all Front Desk student-staff in five residence communities. This includes liaising with the Residence Life and Residence Learning teams, as well as other members of the Department of Campus Housing, and various campus partners to contribute to a positive team culture amongst student-staff. Key Accountabilities Student-Staff Scheduling
- Schedules at-the-desk onboarding training for all new staff.
- Plans and schedules training for all returning staff based on their level of experience and needs.
- Prepares monthly schedules for 25-75 staff (over 700 shifts per month) at five front desk locations.
- Educates student-staff on time management and works with staff to create schedules that allow them to balance their work, academic schedules and extracurricular commitments.
- Manages all shift trades, time off requests, and emergency coverage situations during business hours.
- Adheres to legislative policies and procedures (i.e. University of Waterloo, Employment Standards Act, etc.) relating to scheduling of staff in the incumbents area (i.e. overtime, statutory holidays, vacation, etc.). Leadership and Supervisory
- Effectively supervises Team Leaders and facilitates weekly meetings to review issues, provide opportunities for personal and professional development, providing day-to-day guidance to problem-solve issues within assigned areas.
- Supervises Front Desk Trainers throughout the term to ensure that onboarding and ongoing training of student-staff is successful, facilitates one-on-ones and provides day-to-day guidance.
- Supervises Front Desk Assistants (FDAs) outlining clear expectations and responsibilities, ensuring student-staff are performing in accordance with departmental policies, values and processes.
- Effectively measures and evaluates performance of direct reports, delivering evaluations to staff through both formal termly evaluations and informal methods such as regular feedback/coaching.
- Manages conduct and performance related follow up and conversations for all Front Desk Assistants, with the involvement of Assistant Manager, Desk Services and Operations coordinator as required.
- Consults with Desk Services Leadership team to identify areas for individual/team improvement.
- Uses feedback to create and execute a development plan.
- Provides leadership in one-on-one conversations, and team meetings and addresses team conflict fairly and professionally. Orientation and Training
- Designs and facilitates three large scale, two-day student-staff training each year (January, April and August) and three multi-day leadership staff training each year (April, August, and December).
- Collaborates with Program Resources Co-ordinator on logistical considerations for student-staff training and leadership events.
- This includes but is not limited to booking meals, making purchases through external stakeholders, preparing training schedules, workshop facilitation, space setup, and other administrative responsibilities.
- Shares learning/professional development goals of Front Desk student-staff with the Project Coordinator, Recruitment, Training and Development to create training sessions, build content or seek out facilitator/keynote speakers.
- Develops and continually assesses all aspects of at-the-desk training and onboarding executed by the Front Desk Trainers to ensure that the Desk Services program is accommodating the needs and learning styles of all student-staff.
- Prepares, updates and orders printed training materials for all student staff and student leaders each term. Front Desk Operations Management
- Manages Team Leader, Front Desk Trainer and Front Desk Assistant programs and databases to ensure information (i.e. policies, processes, contacts, etc.) is up to date.
- Develops cross-functional processes in collaboration with other areas of the department to create/revise policies for their implementation.
- Oversees booking, documentat