Front Desk Operations Specialist

4 weeks ago

Kingston, Ontario, Canada Queen's University Full time

Position Title: Desk Service Representative (11pm-7am)

Employee Group: Support Staff - USW Local 2010

Job Category: Academic Support and Student Services

Department: Residences (Housing & Ancillary Services)

About Queen's University

Queen's University is a leading Canadian research institution dedicated to providing a transformative educational experience. We prioritize employment equity and diversity in our workforce, welcoming applications from individuals representing various equity-seeking groups, including women, racialized/visible minorities, Indigenous/Aboriginal peoples, persons with disabilities, and members of the LGBTQ+ community.

Job Overview

Under the supervision of the Residence Desk Supervisor, the Desk Service Representative operates independently and serves as the primary contact for Front Desk users, including students, parents, staff, conference attendees, and visitors. This role is crucial in delivering information about university services and local attractions while addressing general inquiries. Additionally, the representative provides administrative support to the Residence Desk Supervisor and other personnel within the Residence Department, ensuring the Front Desk operates efficiently. Representatives may be reassigned to various locations as needed to fulfill operational demands.

Key Responsibilities
  • Deliver exceptional customer service to residents and guests, including offering directions, parking details, and key distribution.
  • Conduct financial processing tasks such as float counts, payment applications, room charges, reconciliations, and invoice generation.
  • Perform clerical duties, including organizing documentation, maintaining inventory, and overseeing the coffee bar.
  • Execute daily audits of key inventory.
  • Assist with student move-in and move-out processes by managing paperwork for room changes and coordinating maintenance for lost keys or other issues.
  • Receive, sort, and distribute mail, providing notifications for parcel collection.
  • Fulfill additional duties as required to support departmental operations.
Required Qualifications
  • Completion of a One-Year Post Secondary Certificate or Diploma.
  • Experience of more than 1 year, up to 2 years, in a relevant role.
  • Successful completion of a Criminal Records Check and Vulnerable Sector Screening.
  • Consideration may be given to an equivalent combination of education and experience.
Knowledge and Skills
  • Basic understanding of standardized procedures and general knowledge typically acquired through on-the-job training.
  • Ability to communicate clear and concise information with minimal explanation.
  • Capability to manage minor conflicts or relay unwelcome information effectively.
  • Skill in prioritizing tasks to meet objectives and standards.
  • Willingness to follow directions and seek clarification when necessary.
  • Aptitude for resolving recurring issues using established guidelines.
  • Awareness of human rights, diversity, equity, and inclusion principles.
  • Understanding of university-specific processes related to human rights or equity concerns.
Skills and Responsibilities
  • Interactions require the ability to identify and respond to straightforward needs or requests, including:
    • Providing explanations for specialized topics.
    • Attempting to resolve challenging situations within established guidelines.
    • Advising students on academic matters.
    • Acting as a resource for staff, students, and the public.
  • Identifying recurring issues using established procedures, gathering facts, and selecting optimal solutions.
  • Providing ongoing functional guidance to others within the department.
  • Overseeing the work of staff or volunteers to ensure adherence to quality standards.
  • Coordinating workload and tasks, including meetings and simple travel arrangements.
  • Recognizing that decisions and actions may moderately impact the work area or service delivery.
Commitment to Equity and Accessibility

Queen's University invites applications from all qualified individuals. We are committed to employment equity and diversity in the workplace, welcoming applications from women, visible minorities, Aboriginal Peoples, persons with disabilities, and individuals of any sexual orientation or gender identity. The University provides support in its recruitment processes to applicants with disabilities, including accommodations that consider accessibility needs.

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