Front Counter Supervisor

Staff - Union

Job Category

CUPE 2950

Job Profile

CUPE 2950 Salaried - Front Counter Supervisor (Gr6)

Job Title

Front Counter Supervisor / Night Audit

Department

Front Counter/Customer Service Representatives | Conferences and Accommodation

Compensation Range

$4,449.00 - $4,676.00 CAD Monthly

Posting End Date

October 10, 2025

Note: Applications will be accepted until 11:59 PM on the Posting End Date.

Job End Date

Ongoing

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 Summary

Supervises the every day operation of Conferences and Accommodation services including but not limited to guest reservations, check ins, check outs, billing, special payment arrangements, and accommodation related transactions during the guest s stay. Liaises with various departmental staff, including: Housekeeping Supervisor on room status and allocation matters, Housestaff and Conference Services Managers on Conference related problems and Service and Utility Workers on maintenance matters. Directs and distributes work assignments to Customer Service Representatives (Front Counter 2). Trains Customer Service Representatives and monitors their performance to ensure that procedures and policy are properly adhered to. Assists with developmental projects and special assignments.

Organizational Status

Reports directly to the Front Desk Manager and takes direction from the Rooms Manager and Front Office Manager.

Works within well-defined guidelines and procedures, but is expected to exercise some initiative and judgment in establishing priorities, assigning tasks and supervising Front Counter 2 Clerks to control production and accuracy of work. Is expected to have input into staff selection and evaluation.

Work Performed

This is an overnight position. Work may be performed in any of the following areas:
Front Desk:
- Checks guests in and out, verifies all pertinent information on registration cards and guest folios to ensure accurate entry of data into computer. Collects payment of room and miscellaneous charges from guests.- Responsible for balancing cash and receipts from guest payments and provides change to Customer Service Representatives as needed for their floats.- Troubleshoots individual and group allocations.- Resolves traces and guest requests.-
- Assists guests in operation of and related services of room phones.- Addresses guest complaints, consulting with and forwarding on any extraordinary problems to management.- Provides information concerning conferences, public services and tourism to guests.- Handles keys and maintains a strict measure of key control.- Reports and records daily maintenance requirements in order to maintain the quality and appearance of facilities.- Initiates night audit; a series of automatically generated reports through Opera. Cross-checking and verifying that group and individual rates are posting correctly. Sorts reports; forwarding these to appropriate departments.- Types reports or letters on occasion- Trains Customer Service Representatives and monitors their performance to ensure that procedures and policy are properly adhered to. This involves assisting in staff training and completing staff evaluations.- Maintains the work area in a clean and orderly fashion- Monitors and completes daily communication between shifts as well as staff across departments, by maintaining log books, writing memos and completing Shift Activity Reports.- Initiates Standard University Emergency Procedures when necessary, call out to Campus Security or 9-1-1 thereby promoting guest safety and satisfaction.

Working Conditions:
The nature of business in a conference operation, 24 hour 7 day a week operation. Most of the work involves interaction with guests, computer data entry and cash handling. Most work is performed while standing at the front desk.

This is an overnight position. Shifts will be 4 days on, 3 days off (for Summer: April to Aug) and 5 days on, 2 days off (for Winter: Sep to Mar) with shifts totalling, 35 hours a week.

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

Expected to work with mínimal supervision on routine tasks or minor guest problems and to consult with Front Desk Manager on any extraordinary problems, technical difficulties or policy concerns which might occur. Also takes direction from Rooms M