Event Booking and Client Support Administrator

University of Toronto

Date Posted: 06/12/2024

Req ID: 37906

Faculty/Division: VP & Provost

Department: Hart House

Campus: St. George (Downtown Toronto)

Position Number: 00038247

Description:

About us:

Hart House is a centre for experiential education outside the classroom at the University of Toronto. Since it opened in 1919, Hart House functions as a place where students, faculty, staff, alumni and membersof the broader community connect with each other and the world. Through an array of co-curricular programming in the arts, dialogue and wellness, Hart House works with local and international partners to foster community and to create innovative learningopportunities for students. Hart House operates from a historic facility on the St. George campus, as well as a 150-acre farm in Caledon, Ontario, offering a wide range of services through a social enterprise model that generates revenue to support its student-focused programming on all three University of Toronto campuses.

For over 100 years, Hart House has been delivering exceptional experiences and lasting memories, and our Hospitality Services team supports each meaningful exchange and encounter. Whether our clients are hosting a multi-day conference, enjoying lunch at the Gallery Grill restaurant, or saying “I do” in the Great Hall, we pride ourselves on delivering superlative customer service through thoughtful planning, delectable menus, beautifully appointed spaces, and technological expertise. Our team of hospitality professionals is unified around a common goal: to deliver unforgettable experiences that exceed client expectations and contribute to the vibrant community that Hart House welcomes and supports.

Your opportunity:

The Event Booking and Client Support Administrator is a front line service position, being in most cases the first contact a student, Senior Member or an external client has when requesting space and catering arrangements at Hart House. The position requires the confidence, communication skills and administrative abilities to deal with all levels of the community including the organizers of the many “V.I.P.” and “high profile” events which the House hosts. The primary objective of this position is to accurately convey Hart House and campus information and to consistently fulfill the Hart House hospitality service commitment to “welcome members and guests with warmth and generosity”. Secondary objectives include efficient processing and communication of reservations information outward to all groups requesting space, and internally to concerned colleagues and departments within the House.

The position of Event Booking and Client Support Administrator has a wide scope, requiring a thorough understanding of House policies and procedures, problem solving ability and a consistently professional and business-like approach. The position has a high level of visibility because it is a first point of contact in in an open office environment and because of its requirement for physical tours of the various bookable spaces of the House. The Event Booking and Client Support Administrator routinely handles an extremely high number of daily inquiries (contacts) and bookings.

Your responsibilities will include:

  • Responding to enquiries within the defined scope of the role and redirecting as appropriate
  • Booking rooms and arranging appropriate accommodations
  • Liaising with contacts to ensure consistent administration procedures are followed
  • Applying established standards to control the distribution of access to designated University spaces
  • Writing routine documents and correspondence
  • Verifying the accuracy and completeness of documents
  • Maintaining event calendar
  • Determining logistical details and activities for events and/or programming

Essential Qualifications:

  • College Diploma (2 years) or an acceptable equivalent combination of education and experience.
  • Minimum two years related customer service experience working at a main reception desk. Experience in a hospitality environment an asset.
  • Excellent customer service, interpersonal skills, demonstrated conflict management skills and good judgment and initiative.
  • Computer skills including MS Office (Word, Excel), e-mail, and a robust reservation database.
  • Keyboarding skills, 35 wpm.
  • Strong written and verbal communication skills; ability to relate well with students, internal partners and clients.
  • Demonstrated commitment to equity, diversity and inclusion in all work responsibilities and in collaborative workplace practices.
  • Meticulous attention to detail and highly organized.
  • Ability to work under pressure with constant interruptions in a customer service environment.
  • Ability to exercise tact, judgment anddiscretion.
  • Ability to work independently as well as part of a team.
  • Ability to multi-task and prioritize work and to work under pressure to meet strict deadlines.

Assets (Nonessential):

  • Knowledge of Event Management System (EMS) event planning system an asset.

To be successful in this role you will be:

  • Approachable
  • Courteous
  • Efficient
  • Multi-tasker
  • Organized
  • Team player

NOTE:

A cover letter is required to accompany your application.

Closing Date: 06/21/2024, 11:59PM ET

Employee Group: USW 

Appointment Type: Budget – Term. This is six (6)-month term appointment. 

Schedule: Full-Time. This is an onsite position. Hours are Monday-Friday 8:45am-5pm.

Pay Scale Group & Hiring Zone:

USW Pay Band 07 — $58,012 with an annual step progression to a maximum of $74,189. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol. 

Job Category: Administrative / Managerial

Recruiter: Maggie Ng

Lived Experience Statement

Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, persons with disabilities, and other equity deserving groups are encouraged to apply, and their lived experience shall be taken into consideration as applicable to the posted position.

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