Housing & Hospitality Assistant

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

Salary for part time positions is pro-rated based on FTE %

Housing & Hospitality Assistants support the 24/7 operations of the Student Housing & Hospitality Services Front Desk by working a variety of shifts. This part‑time role is 75% of a full‑time position and is scheduled for Thursdays, Fridays and Saturdays overnight from 10pm to 7:15am, totaling 26.25 hours per week. Candidates must also be willing to cover additional shifts as needed, including evenings, overnights, and weekends. This position is eligible for UBC’s comprehensive benefits package, which includes extended health, dental, and pension plans.

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. 

• 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.

• 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.

• 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.