Residence Services Supervisor

1. Reporting Relationships

Position Reports to: Residence Services Manager
- Positions Supervised: Residence Services Lead, Residence Services Representatives
- Upward interactions: GM and Director Level Employees

2. Position Summary and Job Magnitude

The Residence Services Supervisor is responsible for supervising all duties of the front desk, insuring a high quality of service delivery and capability to resolve various magnitudes of day to day challenges that flow through the front desk. They are the liaison for all inter-department communications, requiring excellent communication and leadership skills. The Residence Services Supervisor will also compliment the role of the Residence Service Manager or General Manager, specifically with day to day operational tasks conducted through the front desk and business office.

3. Essential Functions and Basic Duties
- Oversee and supervise the operations of the front desk and Residence Services Representative staff.
- Establish a plan or routine for the night audit and /or security staff.
- Complete administrative work as assigned.
- Perform front desk responsibilities from time to time including: Check in/out, settling accounts, resolving disputes.
- Have the ability to step into the role of “Manager on Duty” from time to time.
- Assist in training and developing of staff.
- Have excellent people skills and the ability to write effective letters.
- Maintains a team atmosphere within the organization.
- Help organizing the office to ensure all files and information are easily found.
- Ensure that any conflicts are dealt with properly and immediately.
- Perform accounting functions as assigned, including daily balancing and month end activities
- Have the ability to create and adapt to new ideas and changes.
- Be flexible to work various hours, including weekend work, to cover the needs of the business.
- Be adaptable to various management situations that may be considered stressful or difficult.
- Other duties as assigned.

Health & Safety
- Require employees to work in a safe manner, using any provided protective devices, following all measure and procedures that are required by the Government Legislation and Campus Living Centres.
- Ensure employees are advised of and trained on the existence of any potential or actual danger to their health or safety of which the supervisor is aware.
- Ensure every precaution reasonable in the circumstances is taken for the protection of an employee.
- Support a safe work environment that is free from any violence or harassment.
- Reinforce and demonstrate a positive “health and safety” attitude.
- Hold information sessions with staff on health and safety issues.
- Develop an effective working relationship with JHSC members and support their role.
- Perform informal workplace inspections daily and formal workplace inspections quarterly.
- Make every reasonable attempt to resolve any employee health and safety concerns.
- Conduct Incident Investigations and ensure these are discussed at JHSC and management meetings.
- Correct any substandard or unsafe acts or any unsafe conditions and reporting concerns.
- Ensure that a maintenance program for any equipment and machinery in the workplace is carried out.
- Implement emergency plans when necessary and ensure that employees have been properly trained.
- Regularly evaluate employee performance and provide periodic feedback with respect to health and safety.

4. Performance Measurements

Performance will be primarily measured on the following factors:

- Performance Objectives
- Initiative
- Inter-Personal Skills
- Leadership
- Business & Financial Acumen
- Communications
- Self Development and Appraisal
- Health & Safety Responsibilities
- 5. Qualifications

Education: Recognized College Diploma or University Degree
- Skills/Abilities:

- Must possess superior verbal and written communication skills
- Must possess superior attitude towards learning
- Must be able to handle multiple projects at once
- Must be able to provide leadership to staff

Experience Required: Minimum of 2 years industry experience or equivalent management experience

Working Conditions

Hours per Week: Scheduled 44 hours per week (may need to work more as required)
- Indoor/Outdoor: Indoor
- Level of Interruption: High level of interruption
- Stress Level: Moderate overall stress level (Peak stress levels in May and September)
- Travel Outside of Location: Minimal