Front Counter Supervisor (Summer)

Job Category

Job Profile

Job Title

Department

Compensation Range

Posting End Date

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

Job End Date

There are five (5) vacancies.

This is a summer sessional position with recall rights each year.

The term is May 1 to Aug 31, 2025.

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

Supervises the every day operation of Conferences and Accommodation services including but not limited to guest check ins, check outs, billing, special payment arrangements, and accommodation related transactions during the guest's stay. Liaises with various departmental staff, including: Housekeeping Supervisor on room status and allocation matters, Housestaff and Conference Services Managers on Conference related problems and Service and Utility Workers on maintenance matters. Directs and distributes work assignments to Customer Service Representatives (Front Counter 2). Trains Customer Service Representatives and monitors their performance to ensure that procedures and policy are properly adhered to. Assists with developmental projects and special assignments.

Organizational Status
Reports directly to the Front Desk Manager / Administrative Manager and takes direction from the Rooms Manager and Front Office Manager.

Works within well defined guidelines and procedures, but is expected to exercise some initiative and judgment in establishing priorities, assigning tasks and supervising Front Counter 2 Clerks to control production and accuracy of work.

Work Performed

• Checks guests in and out, verifies all pertinent information on registration cards and guest folios to ensure accurate entry of data into computer. Collects payment of room and miscellaneous charges from guests.

• Responsible for balancing cash and receipts from guest, as well as monitor cash floats. May count and maintain large quantities of cash, submit change requests, issue and monitor front desk floats.

• May organize large data sets, track variances, prepare banking reports and performing group reconciliations.

• Trains Customer Service Representatives and monitors their performance to ensure that procedures and policy are properly adhered to. This involves assisting in staff training and completing staff evaluations.

• Addresses guest complaints, consulting with and forwarding on any extraordinary problems to management.

• Troubleshoots individual and group allocations.

• Initiates Standard University Emergency Procedures when necessary thereby promoting guest safety and satisfaction.

• Assists guests in operation of and related services of room phones.

• Provides information concerning conferences, public services and tourism to guests.

• Handles keys and maintains a strict measure of key control.

• Reports and records daily maintenance requirements in order to maintain the quality and appearance of facilities.

• Monitors and completes daily communication between shifts as well as staff across departments, by maintaining log books, writing memos and completing Shift Activity Reports.

• Maintains the work area in a clean and orderly fashion.

• Types reports or letters on occasion.

• Perform other related duties as required.

Consequence of Error/Judgement
Poor communication, inadequate training of lower level classifications, lack of tact and diplomacy, and/or poor performance of front desk tasks can negatively impact revenue, jeopardize record keeping, damage the reputation of Conferences and Accommodation, reduce service levels, reduce guest satisfaction, and/or require intervention by managers.

Supervision Received
Expected to work with minimal supervision on routine tasks or minor guest problems and to consult with Front Desk Manager on any extraordinary problems, technical difficulties or policy concerns which might occur. Also takes direction from Rooms Manager and Front Office Manager.

Supervision Given
Directs and distributes work assignments to Customer Service Representatives, a small group of employees at lower classifications, in which case they are responsible for the accuracy, production, and control of the work unit.

Minimum Qualifications
High school graduation, plus one year of related post-secondary education, plus three years of related experience, or an equivalent combination of education and experience.

- Willingness to respect diverse perspectives, including perspectives in conflict with one's own

- Demonstrates a commitment to enhancing one's own awareness, knowledge, and skills related to equity, diversity, and inclusion

Preferred Qualifications

• High School Education with one year of post-secondary education with training in office procedures and practices. Hospitality Industry training an asset. Minimum three years related experience or one years relevant UBC Experience preferred.

• Excellent customer services skills. Good verbal communication and excellent telephone manner. Ability to supervise staff and co-ordinate work assignments without on-going direction. Ability to maintain accuracy and attention to detail. Ability to operate computerized systems. Ability to use word processing, spreadsheet and email at an intermediate level MS office preferred.

• Ability to type 50 w.p.m. Ability to operate the normal range of office equipment. Ability to work flexible day and evening shifts.