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Housing & Hospitality Assistant

1 month ago

Kelowna, Canada UBC Full time $4,095 - $4,695

Housing & Hospitality Assistants work a variety of shifts to support a 24/7 operation of the Student Housing & Hospitality Services Front Desk. This part-time position is expected to work overnight Thursday to Saturday from 10pm to 7:15am and must be willing to fill additional vacancies, including days, evenings and weekends as needed. This position qualifies for UBC's full extensive benefits package, including extended health, dental, and pension benefit plans.

At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.

Job/Position Summary:

The Housing & Hospitality Assistant supports Student Housing and Hospitality Services (SHHS) which includes Student Housing, Maintenance, Residence Life and Conferences & Accommodation operations and acts as a first point of contact for all departments within SHHS. The Housing and Hospitality Assistant has broad understanding of the cyclical operations for both Student Housing and Conferences and Accommodation. In addition to the day-to-day responsibilities of the front desk, the duties and environment vary according to the time of year. Staff are required to work a variety of shifts, which include evenings, overnights, and weekends. Student Housing and Hospitality Services is open 24/7.

Organizational Status:

The Housing & Hospitality Assistant reports to the Front Office Manager, Student Housing and Hospitality Services. Staff will interact with all members of SHHS as well as internal and external guests. Housing and Hospitality Assistants will train seasonal BCGEU staff and part-time student appointments throughout the year. The position will delegate and follow up on general front desk tasks.

Major Responsibilities: Financial
  • Takes payments, posts payments and minor charges and ensures the accuracy of transactions for housing fees, student meal plans and conference guest accounts.
  • Reconciles and reports cash, cheques, debit and credit transactions for all payments collected as well as processes journal vouchers and online cash reports through the financial management systems.
  • Checks financial balances for accuracy and investigates account discrepancies. Corrects accounts in the case of incorrect financial posting.
  • Balances department cash floats.
  • Processes refund requests for vending contracts across campus.
  • Ensures reconciliation for Online Travel Agent (OTA) accommodation for commission-based transactions are accurate.
  • Uses judgment to determine the best course of action for conference guest refunds and/or negotiate non-rack rates to sell guest rooms working within defined parameters.
Customer Service/Communication
  • Ensures superior customer service for all visitors of Student Housing and Hospitality Services.
  • Provides student and conference guest check-in and check-out services.
  • Advises and recommends appropriate service options relevant to the inquiry for housing, meal plan, and guest accommodation services by email, phone, and in person.
  • Expected to have knowledge and understanding of the Student Housing Residence Contract.
  • Uses tact and discretion when resolving student and guest concerns.
  • Reads and troubleshoots daily incident reports, shift reports, and communication logs to resolve identified issues.
Administrative Duties
  • Maintains residence building key inventory and reconciles daily.
  • Enters data related to guest reservations, lost and found, work orders, verifying time sheets and student parcels.
  • Updates door and user information in the electronic lock system.
  • Ensures all incoming guest reservations have been allocated appropriate room assignments.
  • Checks to ensure daily housekeeping report is prepared with detailed accuracy each day.
Staff Training and Support
  • Assists with training for new and returning staff by presenting work-related sessions.
  • During the conference season, acts as a second point of contact at the front desk, providing guidance and support for seasonal BCGEU staff.
Consequence of Errors/Judgement:

Must exercise sound judgement, decision making and tact based on departmental policies, procedures and guidelines. Initiative is required for interpreting and adapting these guidelines, and providing options in order to create satisfactory outcomes. Errors and omissions will be identified by tracking of system information, financial discrepancies or customer feedback.

Supervision Received:

This position is supervised by the Front Office Manager and is expected to work independently setting work priorities to manage deadlines.

Education/Qualifications:

Completion of grade 12 or equivalent and graduation from a one-year post-secondary program; three years of related experience, or an equivalent combination of education and experience. Experience working in a university or hotel environment is an asset.