Assistant Manager, Residence Front Desk Services

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Job Summary

Queen’s Residence Life and Services is committed to providing an experience aimed at fostering the educational and personal growth of its residents. The Queen’s Residence Life and Services staff team is dedicated to the development of the whole student, promoting diversity, accountability, independence and success in a broader learning environment.

Queen’s Residences currently staff a 24-hour front desk operation during the academic year (multiple desks), and summer conference season (one desk and occasional satellite locations). Desk staff are often the first point of contact and provide a variety of services to students, staff, guests and the general public.

The schedule for this position requires the incumbent to work variable hours, including occasional evenings and weekends.
**Job Description**:
**KEY RESPONSIBILITIES**:
Plans, prioritizes and manages the work of employees, providing strategic and tactical advice, guidance and coaching. Identifies the need for staff resources, participates on staffing committees, and makes effective recommendations regarding employee selection.

Manages performance by establishing performance standards, reviewing and evaluating performance and conducting formal performance reviews on an ongoing basis.

Assesses staff training and development needs, and ensures that employees receive training required to improve and sustain successful performance.

Investigates, addresses and resolves employee/labour relations issues, including disciplinary matters. Makes decisions or effective recommendations on matters involving possible discipline, discharge and probationary termination.

Manages and optimizes the coverage of the residence desks by developing & executing weekly schedules incorporating the school year & summer business.

Organizes, schedules and maintains daily operational and administrative requirements of the Residence front desks.

Provides communication, consultation and advisory support to desk staff for escalated issues and responds to inquiries ensuring most efficient solutions.

Responsible for Desk Website content, evaluating and maintaining web pages. Administers Desk Listserve.

Responsible for mail and parcel receipt and internal delivery. Works closely with campus and community partners (i.e.. delivery services) to coordinate processes.

Collaborates with stakeholders within the H&A portfolio to meet the operational demands of the dual mandate - academic year student housing and summer conference business.

Establishes & maintains level of quality control and consistency for front desk operations

Troubleshoots day-to-day operational needs as they arise as well as engages additional support when required. Recommend and track solutions, ensuring resolution.

Approves expenditure of funds for desk supplies

Actively works towards continuous improvement of policies and procedures to increase departmental efficiencies.

Creates a climate where collaboration and teamwork among diverse people and groups is the norm.

Respects diversity and promotes inclusion in the workplace.

Responsible for recruitment, selection, hiring, placement and assessment of casual desk staff.

Organize and deliver academic and summer training programs.

Undertakes other duties as delegated in support of the department.

**REQUIRED QUALIFICATIONS**:
Two-year post-secondary program with 3-5 years experience in supervision and administrative operations, ideally in a unionized environment.

Knowledge of schedule development and execution.

Demonstrated experience in recruiting, selecting, supervising and coaching student staff.

Satisfactory Criminal Records Check and Vulnerable Sector Screening required.

Knowledge of University or College residential environment an asset.

Experience in Customer Service/Hospitality Industry an asset.

Consideration may be given to an equivalent combination of education and experience

**SPECIAL SKILLS**:
Excellent interpersonal and communications skills (both verbal and written) to deal with a wide variety of individuals in a professional manner and to provide clear and accurate information.

Analytical, interpretive and problem-solving skills to examine a number of alternative possibilities and arrive at the best solution.

Strong computer skills and ability to learn new software as required.

Superior organizational skills and a high degree of initiative.

Capacity to work independently and as part of a team, mindful of the interests of other stakeholders.

Leadership and motivational skills. Sensit