Coordinator, Facility

Job SummaryThe Coordinator, Facility and Operations is responsible for the front-line management of student-staff (30) and operations coordination at the UBC Aquatic Centre. This individual's responsibilities include supporting the management of the student operations staff, working with both internal athletic department units and external parties to schedule the facility, and facilitating private bookings and equipment rentals. Specifically, this position oversees all general operational aspects of the front desks and bookings of recreation programs and spaces - including the cash reconciliation, cash handling, inventory management, sales reporting, and booking contracts. The hours for this position will typically be regular business hours, however regular flexibility will be needed to support early morning or evening operations. Work during evenings and weekends will be required to support events hosted at UBC Aquatic Centre. This position reports to the Senior Manager, Programs & Operations.Organizational StatusAthletics & Recreation (A&R) is a department within the VP Students portfolio, with a strong focus on creating an exceptional UBC student experience. The A&R Department has a team of approximately 150 employees, and is led by a strong cross-unit management team. It services over 60,000 students through recreational programming, 26 varsity teams, and 13 competitive clubs along with thousands of members of the UBC community.Work Performed FACILITY OPERATIONSProvides front-line management of the front desk, facility and event operations at the UBC Aquatic Centre.Implements all aspects of the customer service plan and member services and is responsible for the administration of the registration system.Oversees all cash handling including cash outs, petty cash, and deposits.Ensures that all payment processing takes place in a secure environment and that clear and effective cash handling procedures are in place and strictly followed.Day-to-day management of inventory of POS items and services within the aquatic centre’s retail spaces.Approves refunds, ensuring that all approvals and rejections are based on established policies and procedures.Oversees the sales of facility memberships and the administration of drop-in programming; sets programming and drop in times in accordance with service levels and facility schedules.Uses PerfectMind to analyze the trends in product demand and orders retail product accordingly for the Operations Centre. Uses PerfectMind to provide analysis of registration trends and makes recommendations to the Senior Manager.Performs regular facility and equipment inspections. Identifies and escalates maintenance issues to manager.Supports in coordinating regular maintenance work at the aquatic centre.Oversees the maintenance, cleaning and ordering of all rental related sport and event equipment.Represents the facility on the Local Safety Committee (LST).Reviews and drafts Safe Work Procedures for areas within position scope for review and approval from manager. FACILITY BOOKINGS & EVENT MANAGEMENTCreates and develops rental contracts in registration and booking system, and collects rental payments.Responsible for cash and bill collection for rentals and bookings for both contracted and non-contracted users.Manages and strategically maintains facility calendars and schedules for assigned facilities and spaces with confirmed external bookings and works with programmers to ensure maximum profitability, customer service, efficient facility usage and booking accuracy.Develop and implement communication protocols and operating procedures for events through the coordination of event plans, information, vendors, suppliers, and daily run sheets for events.Supervise, direct and coordinate the work of vendors, staff and contractors during the facility conversions, event operational times including load in and load out.Oversees and ensures bookings are delivered with exceptional service, and all requirements are fulfilled.Provides facility site visits, tours and surveys, quotes and other related documents to potential renters and clients.Organizes private booking requests for rental equipment including collection and return of deposits, contracts, insurance, and other requirements.Provides pre-event and onsite liaising across all assigned venues and events with clients, contractors and event staff and working closely with internal and external groups to ensure that event goals and objectives are met.Provide event related training and orientations for all non-UBC staff working in the facility.Liaises with external business groups including: suppliers, caterers and 3rd party event organizers.Liaises with campus security, parking and all other on event partners to ensure communication and security for campus events. STAFF MANAGEMENTRecruits, hires, trains, manages and evaluates the CUPE 116 Front Desk Attendant student-staff who act as information officers, cashiers, event staff, facility staff and sales associates.Develops and updates manuals/online resources in the training of both student and other Full-Time Staff -including a Point of Sale manual, PerfectMind standards, and a facility supervision manual.Administers onboarding procedures and submits payroll.Manages standard operating procedures and work methods, ensuring consistent, high quality standards.Mentors student staff and enhances professional development opportunities.Develops and administers senior student team lead structure.Plans, develops, and monitors work schedules to ensure efficient use of personnel; use of scheduling software for scheduling internal staff. OTHERIn collaboration with the Senior Manager, Programs & Operations, develops, implements, monitors, and evaluates departmental policies and procedures.Provides support for projects and initiatives managed by Athletics and Recreation as required.Plays an active role in furthering A&R's vision and values through facility and staffing initiatives.Maintains fiscal accountability, prepares budgets, and reconciles all assigned accounts on a monthly basis.Implements the UBC Aquatic Centre's marketing and promotion initiatives.Attends meetings, staff training retreats and completes other tasks and duties as necessary.Consequence of Error/JudgementThis position requires a high degree of judgment, tact, discretion and initiative. A standard of customer service is vital to ensuring customer satisfaction. Additionally, this person is heavily involved in the cash handling and accounting of all sales that are transacted by this program. This person will be responsible for the hiring and supervision of the retail associates who are dealing with large sales volumes on a daily basis. Their judgment of character and ability to assess the work of others is paramount in ensuring that this program remains sustainable. If any part or portion of this person's duties is neglected, severe consequences will be felt not only by the program itself, but potentially, also by participants and patrons of the facility. The improper execution of details associated with the management of the venues could result in a tarnished program and university image.Supervision ReceivedThe Senior Manager, Programs & Operations, provides guidance and direction to the position, but the execution and decision making of the responsibilities are solely that of the Facility and Operations Coordinator. Due to the magnitude of the program, staff are empowered to execute their responsibilities and work independently.Supervision GivenResponsible for recruiting, interviewing, selecting, training, supervising, and evaluating the Front Desk Attendant student-staff and if required, administrative staff.Minimum QualificationsUndergraduate degree in a relevant discipline. Minimum of two years of related experience, or the equivalent combination of education and experience.- Willingness to respect diverse perspectives, including perspectives in conflict with one’s own- Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusionPreferred Qualifications A degree in Business, Public Administration, Human Resources, is preferred.Strong leadership, organizational, planning and time management skills are required.Strong financial and accounting skills are required.Effective verbal and written communication skills. Demonstrated accuracy and strong attention to detail.Demonstrated skills and competencies in planning, organization, and project management; leadership; coaching and facilitation; and customer service.Ability to manage organizational changes, anticipate future events, and determine service delivery alternatives to ensure an efficient use of resources.Ability to exercise sound judgment, multi-task, prioritize and work effectively under pressure to meet deadlines.Experience working with live entertainment, event production and event management procedures is an preferred.Ability to exercise initiative, tact and diplomacy.Demonstrated self-starter and ability to be innovative, flexible and entrepreneurial.Ability to work effectively independently and in a team environment, and to bring energy, motivation and enthusiasm to the job.Ability to take initiative, analyze problems, identify key information and issues, and effectively resolve.Ability to carry out negotiations and interest-based conflict resolution.Demonstrated ability to build partnerships and alliances with peers, business communities, association partners and staff.Strong computers skills essential including working knowledge of Microsoft Office Suite including SharePoint at an advanced level,Experience with PerfectMind or Class is an asset.Must possess a full Class 5 driver's license.Excellent oral and written communication skills and experience with copywriting is an asset.Able to lift or move heavy objects of approximately 50lbs.