Front Counter 2

Staff - Union

Job Category

CUPE 2950

Job Profile

CUPE 2950 Hourly - Front Counter 2 (Gr3)

Job Title

Front Counter 2 (Gr3) (Summer)

Department

Front Counter/Customer Service Representatives | Conferences and Accommodation

Compensation Range

$27.68 - $28.39 CAD Hourly

Posting End Date

February 28, 2025

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

Job End Date

Aug 31, 2025

This posting has forty (40) vacancies.

Applicants must be available as of May 1, 2025 until August 31, 2025.

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 Description Summary

Performs duties related to the every day operation of the Accommodation Office including but not limited to reservations, guest registration, billing and payment arrangements.

Organizational Status

Reports to the Front Desk Manager, Reservations Manager, Conference Services Manager, or Assistant General Manager. Liaises with all Conferences & Accommodation staff. Interacts with various university departments, clients and guests of Conferences & Accommodation at UBC.

Work Performed

Work may be performed in any of the following areas:
Front Desk:

- Guest registration, payment, and check-in/check-out.
- Handles cash and processes guest payments. Cross-checking daily deposit against postings.
- Provides information concerning conferences, accommodation, guest services, UBC campus, and tourism to guests.
- Handles keys and maintains a strict measure of control.
- Encoding guest access cards through Ving.
- Initiates standard University emergency procedures when necessary (telephone to 911).
- Initiates night audit; a series of automatically generated reports through Opera.
- Sorts reports; forwarding these to appropriate departments.
- Inserts guest information into template letters for routine guest communication.
- Cross-checking and verifying that group and individual rates are posting correctly.

Reservations:

- Operates telephone switchboard and processes incoming calls.
- Forwards cheques received to supervisor for posting.
- Inserts guest information into template letters for routine guest communication.
- Maintains and updates lost and found inventories.

Registration Services:

- Performs general office duties including telephone reception, photocopying, faxing, invoice preparation, mail sorting and completion of routine correspondence.
- Prints automated daily conference schedules from EBMS, distributes to appropriate departments.
- Participates in registration services activities including on-site registration and preparing delegate kits (name badges, material collating etc.)
- Provides clerical support to Registration Services Coordinator, Director of Conference Services and Conference Coordinators.

Cash Office:

- Count cash deposits
- Prepare daily deposit worksheets
- Process deposit summary & daily banking summary
- Prepare cash and process deposits

Accounts Receivable:

- Posts transactions in the accounts receivable ledger on property management system.
- Reviews, reconciles and if necessary corrects accommodation charges on accounts receivable accounts.
- Produces and processes invoices, statements and all related correspondence for A/R accounts.
- Responds to customer enquiries regarding accounts. Investigates and resolves complaints regarding discrepancies in consultation with Conference Services Managers and/or Front Desk Manager, initiates corrections when necessary.

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

Work is performed under the general supervision of Front Desk Supervisors, Front Desk Manager, Reservations Manager and Rooms Manager. Works within well defined guidelines and procedures, but is expected to exercise initiative and judgment in establishing priorities and carrying tasks through to completion. New or unusual problems are referred to supervisor.

Supervision Given

None.

Minimum Qualifications
- 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 inclusion

Preferred Qualifications

High School graduation and one year of related training.High school graduation with courses in hospitality and customer service preferred.2 years relevant expe