Hybrid Guest Service Agent at University of British Columbia
University of British Columbia · Kelowna, Canada · Hybrid
- Junior
- Office in Kelowna
Job Category
BCGEU Okanagan Support StaffJob Title
Guest Service AgentDepartment
UBCO | Accommodation | Housing and Conferences | Front Office OperationsPosting End Date
August 5, 2025Note: Applications will be accepted until 11:59 PM on the Posting End Date.
Job End Date
May 8, 2026UBCO Student Housing and Community Services, Front Office Operations is hiring for multiple auxiliary part-time hourly positions with an end date of May 8, 2026. Hours will vary based on operational needs, and include evening, weekend and overnight shifts.
At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.
JOB SUMMARY
This position will provide front line service to visitors of the Student Housing & Community Services (SHCS) which includes students, university staff, suppliers, external contractor staff, and conference guests, ensuring that, superior customer service is a priority in the delivery of daily service. This position will be an as-needed basis and does not provide guaranteed hours. Shifts may vary to cover a 24/7 operation.
ORGANIZATIONAL STATUS
This position report to the Assistant Manager, Front Desk Operations, Student Housing & Community Services. Staff will interact with all members of the Student Housing & Community Services unit which includes Residence Life, Housing, Conference, Food Services, Parking Services & Maintenance operations.
WORK PERFORMED
Front desk related duties will include; signing out keys for students and suppliers, issuing parcels, guest messages, providing directions and general campus and department information, and housing supplies, processing maintenance requests, and handing out documents or forms related to the housing and conference operation.
Provides general information regarding housing, and conference services by phone and by responding to conference email inquiries. Answers conference reservation phone line and makes guest reservations using an in house booking system.
Provides check in service to students and conference guests, takes payments, issues keys, assisting with student arrivals by preparing key packages for students.
Provides information and takes payments for student housing and meal plans, and other related housing and conference services.
Validates Salto door cards, and signs out cards for building entry, and for entry into specific rooms such as the bike rooms.
Completes projects such as photocopying, laminating, etc. in support of SHCS activities.
Mail sorting requires focus and attention to detail. The ability to troubleshoot incomplete information. Accuracy is paramount with mail sorting and delivery.
CONSEQUENCE OF ERROR
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.
SUPERVISION RECEIVED
Reports directly to the Assistant Manager, Front Desk Operations and is expected to work independently setting work priorities to manage deadlines.
SUPERVISION GIVEN
This position does not supervise staff
QUALIFICATIONS
Completion of Grade 12 diploma required
Experience working in a University Residence Front Desk
Experience using electronic lock software systems
Experience in shiftwork, days evenings and overnights
Over six (6) months of proven customer service experience
Demonstrated experience handling cash & balancing transactions
Sound knowledge of data base systems, excel and Microsoft word
Must be able to work independently and lift up to 15 lbs.
Ability to maintain confidentiality related to student information, student interactions with staff, and staff personal information.
