Housing and Hospitality Assistant
University of British Columbia
Staff – Union
BCGEU Okanagan Support Staff
BCGEU OK Salaried – Clerk V
Housing and Hospitality Assistant
UBCO Accommodation Housing and Conferences Front Office Operations
$3,976.00 – $4,558.00 CAD Monthly
Posting End Date
October 21, 2023
Note: Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above.
Job End Date
Housing & Hospitality Assistants work a variety of shifts to support a 24/7 operation of the Student Housing & Hospitality Services Front Desk. This part time position is expected to work Friday, Saturday & Sunday from 4pm to 10pm and must be willing to fill additional vacancies, including evenings, overnights and weekends as needed. . This position qualifies for UBC’s full extensive benefits package, including extended health, dental, and pension benefit plans.
The Housing & Hospitality Assistant supports Student Housing and Hospitality Services (SHHS) which includes Student Housing, Maintenance, Residence Life and Conferences & Accommodation operations and acts as a first point of contact for all departments within SHHS. The Housing and Hospitality Assistant has broad understanding of the cyclical operations for both Student Housing and Conferences and Accommodation. In addition to the day to day responsibilities of the front desk the duties and environment vary according to the time of year. Staff are required to work a variety of shifts, which include evenings, overnights and weekends. Student Housing and Hospitality Services is open 24/7.
The Housing & Hospitality Assistant reports to the Front Office Manager, Student Housing and Hospitality Services. Staff will interact with all members of SHHS as well as internal and external guests. Housing and Hospitality Assistants will train seasonal BCGEU staff and part time student appointments throughout the year. The position will delegate and follow up on general front desk tasks.
- Takes payments, posts payments and minor charges and ensures the accuracy of transactions for housing fees, student meal plans and conference guest accounts.
- Reconciles and reports cash, cheques, debit and credit transactions for all payments collected as well as processes journal vouchers and online cash reports though the financial management systems.
- Checks financial balances for accuracy and investigates account discrepancies. Corrects accounts in the case of incorrect financial posting.
- Balances department cash floats.
- Processes refund requests for vending contracts across campus.
- Ensures reconciliation for Online Travel Agent (OTA) accommodation for commission based transactions are accurate. Follows up on discrepancies and makes reservation corrections.
- Uses judgement to determine the best course of action for conference guest refunds and/or negotiate non rack rates to sell guest rooms working within defined parameters.
- Ensures superior customer service for all visitors of Student Housing and Hospitality Services.
- Provides student and conference guest check-in and check-out services.
- Advises and recommends appropriate service options relevant to the inquiry for housing, meal plan, and guest accommodation services by email, phone and in person.
- Expected to have knowledge and understanding of the Student Housing Residence Contract. Provides information on the housing application process, meal plan options, room types and cancellation policies.
- Uses tact and discretion when resolving student and guest concerns. Assesses appropriate level of action to take on matters such as; customer service complaints, determining guest room refunds, lock outs, maintenance situations, electronic key and meal card concerns.
- Reads and troubleshoots daily incident reports, shift reports, and communication logs to resolve identified issues. Will take appropriate steps and/or refers to manager or appropriate SHHS department for follow up.
- Maintains, and recommends updates and changes to the front office manuals, training materials, and departmental policies and procedures.
- Exercises good judgement when making short term decisions for students and conference guests independently using predetermined and well established procedures.
- Maintains residence building key inventory and reconciles daily, signing out keys and following up on unreturned keys.
- Prepares key packages for students and conference guests.
- Enters data related to guest reservations, lost and found, work orders, verifying time sheets and student parcels.
- Updates door and user information in the electronic lock system. Troubleshoots problems with access to buildings, rooms and access levels.
- On occasion, may be required to provide general tours of residence rooms.
- Maintains knowledge on the mail parcel system and provides back up support for mail handling and delivery when needed. Maintains procedures for mail room and lost and found.
- Ensures all incoming guest reservations have been allocated appropriate room assignments, by monitoring online reservation system, email, phone and OTA reservations.
- Checks to ensure daily housekeeping report is prepared with detailed accuracy each day. Updates room status for student/guest related rooms. Will be required to follow up with housekeeping on a daily basis to ensure appropriate service is completed.
- Schedules student meetings with the Residence life management team. Ensures that all communication and appointments are accurate.
STAFF Training AND SUPPORT
- Assists with training for new and returning staff by presenting work related sessions in the use of departmental technology, office equipment, customer service, SHHS policies, procedures and services as they relate to the front desk responsibilities.
- During the conference season (May-August) acts as a second point of contact at the front desk, providing guidance and support for seasonal BCGEU staff with the day to day interactions at the front desk. Delegates and follows up with seasonal BCGEU staff to ensure completion of tasks.
- Performs other duties as required.
Consequence of Errors/Judgement:
Must exercise sound judgement, decision making and tact based on departmental policies, procedures and guidelines. Initiative is required for interpreting and adapting these guidelines, and providing options in order to create satisfactory outcomes. Errors and omissions will be identified by tracking of system information, financial discrepancies or customer feedback. Problems of extra-ordinary nature would be referred to the manager. Errors or incorrect decisions may result in compromising the safety and security for students, staff and guests, lost financial opportunities, negatively impact the student experience and/or could be harmful to the reputation of services provided by UBC.
This position is supervised by the Front Office Manager and is expected to work independently setting work priorities to manage deadlines.
This position assists with training and delegates work for 13 seasonal BCGEU staff (May – August) and 6 part time student appointments (September – April). The Assignments are covered by well-defined methods and procedures.
- Completion of grade 12 or equivalent and graduation from a one (1) year post-secondary program; three (3) years of related experience, or an equivalent combination of education and experience.
- Experience working in a university or hotel environment is an asset.
- Proven experience working with cash systems, cash balancing and ability to understand basic accounting.
- Intermediate level of computer proficiency and Microsoft office applications.
- Demonstrated ability to multi-task and prioritize workload to meet deadlines is essential.
- Demonstrated customer service skills and ability to communicate effectively through oral, written and interpersonal means.
- Demonstrated ability to demonstrate accuracy and attention to detail.
- Demonstrated ability to use good judgement and solve problems.
- Demonstrated ability to work both independently and within a team environment.
- Demonstrated ability to exercise confidentiality, sensitivity and tact.
- May be required to lift or carry up to approximately 20 lbs.
- Staff are required to work a variety of shifts, which include evenings, overnights and weekends. Student Housing and Hospitality Services is open 24/7.
- Ability to complete a satisfactory criminal record check
- Valid driver’s license is required.
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