Concierge, Part-time

Job Category
CUPE 2950

Job Title
Concierge, Part-time

Department
Event Services Robson Square

Posting End Date
October 2, 2022

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

Job End Date

Job Description Summary
The Concierge Team is responsible for providing a full array of event services at UBC Robson Square.  The two key elements essential to this role are the ability to (i) complete physical event setups within a relatively short turn around time and (ii) demonstrate moderate to advanced audio-visual knowledge and trouble-shooting skills. Exceptional customer service skills, a friendly demeanor, keen attention to detail and an eagerness to succeed under pressure in a team environment will serve you well in this position.  Typical shifts are weekday evenings (starting at 4pm), weekend days (starting at 7am or Noon), weekday mornings (starting at 6:30am) and weekday afternoons (11:30am-6pm).  Shifts allocated and distributed according to availability.
Organizational Status
Reports to Event Services Coordinator. Largely works collaboratively as part of the team; instances of independent work. Training temporary or student staff as required.
Work Performed

– Perform all physical set up of rooms (tables, chairs, and other furniture).

– Ensure audio-visual equipment is operational and set-up prior to the start of course or event (e.g. wired and wireless microphones; 4 to 16 channel mixers; built-in and portable data projectors; client laptops; Zoom Room carts; portable video conferencing units); assist clients with any additional requests for equipment; strike all equipment at the end of event and return to storage following proper shut down and wrapping procedures.

– Provide moderately complex troubleshooting support throughout the event as necessary.

– Reset classrooms and common areas at night’s end and ensure facility is secure.

– Ensure all rooms are fully equipped with event and class supplies according to client specifications (i.e., markers, flipcharts, pens, brushes, notepads, etc.)

– Greet and direct clients and guests to their rooms in a friendly and welcoming manner. Applying an innovative customer service-oriented attitude to resolve unforeseen issues or concerns that arise with the end goal of ensuring successful client experiences.

– Use EventPro to monitor customer specifications.

– Communicate with Event Planners to track changes, including room set-up alterations, additional equipment required, feedback on catering etc.

– Meet various caterers arriving onsite and direct them to appropriate locations.

– Verifying accuracy of incoming catering orders and other incoming deliveries, maintain receiving database and distribute shipments as required.

Consequence of Error/Judgement
The mandate of UBC Robson Square is to offer exceptional customer service.  Mistakes and errors in providing required customer setups such as inappropriate layout of rooms, missing supplies, or a lack of communication could result in dissatisfied customers and a loss of business.  Poor service could affect the image of The University of British Columbia.  Providing accurate and timely feedback from clients to event planning staff is critical to the ongoing improvement of programs and business development.
Supervision Received
Receives detailed instruction on assignment of new duties or unusual situations.   Receives updates every term on new programs, courses, pre-requisites, current promotions, policies and procedures.  Works with limited direct supervision, occasionally works with no supervision.
Supervision Given
None. Assists with onboarding and training of new staff as needed.
Preferred Qualifications

– Working knowledge of and experience in setting up and operating standard audio/visual equipment.

– Ability to respond quickly to changing demands and priorities under tight deadlines by prioritizing tasks and multi-tasking as required.

– Ability to work well in a team environment as well as independently as dictated by event.

– Ability to lift up to 50 lbs. using proper lifting techniques on a regular basis throughout the shift. 

– Ability to deal with a diversity of people in a calm, courteous, and effective manner.

– Strong, detail-oriented ability to keep accurate records.

– Exceptional frontline customer service experience. 

– Demonstrated proficiency in Windows OS and Mac OS, and operating and supporting laptop computers.

– Ability to work with flexible scheduling.  Typical shifts are weekday mornings (e.g. 6:30a-1pm), afternoon (e.g. Noon-6:30pm), evenings (4pm-10:30pm), and weekends as needed.

– Effective communication (verbal and written), interpersonal, and organizational skills.   Minimal word processing/ computer experience required (MS office).

– Previous event experience is an asset.

– High school graduation and one-year relevant training or experience.