Front Desk Representative

BCIT’s **Student Housing** department is seeking** a temporary, full-time (1.0**FTE**) Front Desk Representative**. This position acts as the first point of contact and provides a broad range of front desk customer and administrative services for Student Housing. Ensures students, guests and contractors are welcomed and that all safety protocols are followed. Conducts tours and provides orientation for new arrivals and supports the move in and move out processes. Works in collaboration with the Housing Team to support the delivery of all other housing related services and activities.

**Duties & Responsibilities**

**DUTIES**AND

**RESPONSIBILITIES**:

- Performs various front desk and general administrative tasks such as receiving parcels, mail, sorting and distributing as required. Maintains accurate front desk records, ordering supplies, completing purchase orders, issuing and tracking an inventory of supplies, loaned equipment/games, etc.
- Maintains awareness of surroundings: visitors, guests and any potential concerning behaviours or safety concerns. This includes responding to fire alarms, escorting contractors and visitors. Ensures appropriate personnel are notified and safety protocols are followed accordingly.
- Maintains awareness and informs students of what is happening in and around the residence and handles all student requests and resolves questions/issues in a timely manner with mínimal escalation being required.
- Creates, posts and updates a variety of communication - print, on-line, social media as requested.
- Assigns parking to visitors and residents. Posts charges accordingly and may assist with meeting parking occupancy target.
- Conducts tours for prospective students and provides resident orientations for new arrivals.
- Coordinates the initiation of telecommunications and ITS requests for the Housing Office and assists in the onboarding of new housing representatives and provides scheduling support as needed.
- Assists Housing Coordinators with tasks such as making bookings, parking administration, loading and monitoring fees and deposits, administering keys and key card system.
- Assists Housing Coordinators with monitoring arrears reports and actively pursues overdue accounts to minimize bad debts for students. Reconciles credit card transactions for all housing team members.
- Maintains knowledge of the Student Housing system and supports changes and upgrades including learning new software systems and providing user input to the system. May participate in user testing.
- Supports the students during their student housing lifecycle including move-in, move-out processes, maintenance and IT issues.
- Supports emergency response and crisis intervention in absence of Coordinators and Management. Liaises with security and emergency personnel on an as needed basis regarding fire alarms, ambulances, health emergencies, mental health checks, resident support, among others.
- As a housing team, supports the ongoing maintenance of a friendly, safe, wellness-focused and supportive atmosphere for residents and guests. Ensures inclusivity and good judgement is practiced and supported, where students can reach their fullest potential and be supported.
- Provides support to students on wellbeing and wellness concerns by acknowledging and understanding their concerns and making appropriate referrals to campus resources.
- Participates in Records Custodian training and remains current with record keeping practices, policies, and procedures (both BCIT and FOIPOP).
- Undertakes other related duties as assigned, consistent with the job grade of this position.

**Qualifications**

**QUALIFICATIONS**:
**Definition**:The qualifications section for this job was developed using the approved job evaluation plan, agreed to between the BCGEU and BCIT. The qualifications represent the minimum qualifications required in the future (i.e. to be reflected in job postings) and do not reflect the incumbent’s existing qualifications.

**Education**:

- Grade 12 plus a diploma in tourism, hospitality or hotel management.

**Experience**:

- Two years general experience plus two years practical working in a hotel, residence or housing front desk operation or a similar customer service environment.
- Previous experience working with post secondary students or young adults.

**Software/Computer Application(s) and Expertise**:

- Experience with database software such as Banner and StarRez
- Experience in maintaining web pages

**Communication/Interpersonal Skills**:

- Excellent oral and written communication skills
- Excellent interpersonal skills and capable of providing customer service with a positive attitude and in a friendly out-going manner
- Proven ability to build rapport with a diverse group of customers and colleagues, including young adults
- Demonstrated ability to work effectively in a team environment and independently

**Administrative Skills (e.g. prioritizing, minute taking, wp speed, etc.)**:

- A