Information, Registration and Member Service Associate

Date Posted: 10/17/2022
Req ID: 27907
Faculty/Division: VP & Provost
Department: Hart House
Campus: St. George (Downtown Toronto)
Position Number: 00032949

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.

The Information HUB is a dynamic focal point within Hart House where administrative functions related to a wide range of services and sales – e.g., registration for classes, memberships and other service offerings for Hart House, ticket sales for Hart House Theatre, reservations for the Hart House Fitness Centre – as well as providing general information about Hart House and the university, are performed. The Information Hub provides our diverse community an open door, welcoming them to enjoy a multitude of activities and services at Hart House.

Your opportunity:

Under the direction of the Co-ordinator, Centre for Information, Registration and Membership Services (CIRMS), this frontline position provides various administrative and information services duties in support of excellent customer service related to a wide range of issues, sales and services—information about Hart House, registration for classes and programs, Hart House Theatre and Hart House event ticketing sales, general memberships for Hart House, Fitness, Clubs and Committees and reservations for fitness space.

The Information HUB is Hart House’s front inquiry desk. The HUB is the dynamic focal point within Hart House, and students, alumni, faculty, staff and the general public must be professionally and warmly welcomed and served. The primary objective of the Associate position is to accuratelyconvey information about Hart House and its services and programmes, sell memberships to its services and programmes, and provide information about the St. George campus. Secondary objectives include providing key support services to other Hart House departments in areas such as communications, events and catering, facilities, membership development, programming, and information management.

The job of the Information, Registration and Member Service Associate has a wide scope which requires a thorough understanding of House activities, policies and procedures, and membership policy and pricing, and support for/shift supervision of Information, Registration and Membership Service casual staff. The job further requires independent action and decision-making in a busy and open office environment. The operation of a fully networked membership management information system (Fusion) is at the core of all service. The locations to perform the work will include both the Information Hub and the Fitness Information Desk (FID).

Your responsibilities will include:

• Acting as the first point of contact for general enquiries
• Responding to enquiries within the defined scope of the role and redirectingas appropriate
• Processing registrations
• Troubleshooting and resolving routine issues
• Booking rooms and arranging appropriate accommodations
• Informing contacts of any changes or cancellations to programs and/or events
• Disseminating information
• Processing cash, debit and/or credit card transactions

Essential Qualifications:

• Advanced College Diploma (3 years) or an acceptable equivalent combination of education andexperience.
• Minimum three years related front desk hospitality experience with an emphasis on customer contacts.
• Excellent personal and human relation skills.
• Computer skills required: Microsoft Word and Excel. Keyboarding skills. Familiarity with or ability to quickly learn Fusion software to maintain membership database and online registration is essential.
• Must be able to work collaboratively and professionally as part of a team.
• An energetic individual who enjoys the challenge of work in a dynamic environment.
• Excellent customer service, interpersonal skills, demonstrated conflict management skills and good judgment and initiative.
• Strong sales orientation.
• Accuracy along with the ability to multi-task is essential.
• Demonstrated commitment to equity, diversity and inclusion in all work responsibilities and in collaborative workplace practices.
• Fluent in written and spoken English.
• Ability to work flex time and under pressure.
• First Aid/CPR Training is required and will be provided.

Assets (Nonessential):

• Experience in a higher education context is preferred.
• Knowledge of a variety of POS systems including Eventbrite and AudienceView.
• Second or more languages would be an asset.
• Knowledge of the University of Toronto.

To be successful in this role you will be:

• Communicator
• Courteous
• Multi-tasker
• Organized
• Problem solver
• Team player

Closing Date: 10/25/2022, 11:59PM ET
Employee Group: USW
Appointment Type: Budget – Continuing
Schedule: Full-Time A set schedule of alternating days/evenings/weekend.
Pay Scale Group & Hiring Zone:
USW Pay Band 07 — $53,222 with an annual step progression to a maximum of $68,063. 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.