Co-ordinator, Desk Services and Operations

Overview:
**Term: 2 years**

The Coordinator, Desk Services and Operations is responsible for the coordination of Front Desk operations which includes scheduling and supervision of all Front Desk student-staff in five residence communities. This includes liaising with the Residence Life and Residence Learning teams, as well as other members of the Department of Campus Housing, and various campus partners to contribute to the advancement of the department’s goals regarding student services and customer experience. As a member of the Residence Services Management Team, the Co-ordinator is responsible for supervisory duties that directly impact the customer experience at each residence front desk, as well as contributing to a positive team culture amongst student-staff.

The Co-ordinator, Desk Services and Operations is part of an interdependent and collaborative team committed to integrating the student voice and connecting research and evaluation to our practice in order to continuously build on our understanding of our students' wants and needs and on our knowledge of how living environments contribute to student success. Our curricular approach facilitates the design and delivery of experiences and services so that students achieve priority developmental and educational outcomes.

**Responsibilities**:
Student-Staff Scheduling
- Schedules at-the-desk onboarding training for all new staff
- Plans and schedules training for all returning staff based on their level of experience and needs
- Prepares monthly schedules for 25-75 staff (over 700 shifts per month) at five front desk locations
- Educates student-staff on time management and works with staff to create schedules that allow them to balance their work, academic schedules and extracurricular commitments
- Manages all shift trades, time off requests, and emergency coverage situations during business hours
- Adheres to legislative policies and procedures (i.e. University of Waterloo, Employment Standards Act, etc.) relating to scheduling of staff in the incumbents area (i.e. overtime, statutory holidays, vacation, etc.)

Leadership and Supervisory
- Effectively supervises Team Leaders and facilitates weekly meetings to review issues, provide opportunities for personal and professional development, providing day-to-day guidance to problem-solve issues within assigned areas
- Supervises Front Desk Trainers throughout the term to ensure that onboarding and ongoing training of student-staff is successful
- Supervises Front Desk Assistants (FDAs) outlining clear expectations and responsibilities, ensuring student-staff are performing in accordance with departmental policies, values and processes
- Effectively measures and evaluates performance of direct reports, delivering evaluations to staff through both formal termly evaluations and informal methods such as regular feedback/coaching
- Consults with Desk Services Leadership team to identify areas for individual/team improvement. Uses feedback to create and execute a development plan
- Provides leadership in one-on-one conversations, and team meetings and addresses team conflict fairly and professionally

Orientation and Training
- Designs and facilitates two large scale, two-day student-staff training each year (April and August) and three multi-day leadership staff training each year (April, August, and December)
- Collaborates with Program Resources Co-ordinator on logístical considerations for student-staff training and leadership events. This includes but is not limited to booking meals, making purchases through external stakeholders, preparing training schedules, workshop facilitation, space setup, and other administrative responsibilities
- Shares learning/professional development goals of Front Desk student-staff with the Project Co-ordinator, Recruitment Training and Development in order to create training sessions, build content or seek out facilitators/keynote speakers
- Develops and continually assesses all aspects of at-the-desk training and onboarding executed by the Front Desk Trainers to ensure that the Desk Services program is accommodating the needs and learning styles of all student-staff
- Prepares, updates and orders printed training materials for all student-staff and student leaders each term

Front Desk Operations Management
- Manages Team Leader, Front Desk Trainer and Front Desk Assistant programs and databases to ensure information (i.e. policies, processes, contacts, etc.) is up-to-date
- Develops cross-functional processes in collaboration with other areas of the department to create/revise policies for their implementation
- Oversees booking, documentation, and use of all residence spaces in public areas. This includes updating Outlook calendars, maintaining a document outlining all spaces and their functions and uses, and handling bookings of space for all external parties
- Develops print and electronic communications to students regarding services offered

Special Projects