Assistant Manager Front Office Operations

University of British Columbia

Employees – Non Union

Job Class

Job Profile
AAPS Salaried – Administration, Stage A

Job Title
Assistant Supervisor Entrance Workplace Operations

UBCO Lodging Housing and Conferences Entrance Workplace Operations

Compensation Vary
$5,622.33 – $8,081.00 CAD Month-to-month

The Compensation Vary is the span between the minimal and most base wage for a place. The midpoint of the vary is roughly midway between the minimal and the utmost and represents an worker that possesses full job information, {qualifications} and expertise for the place. Within the regular course, workers will likely be employed, transferred or promoted between the minimal and midpoint of the wage vary for a job.

Posting Finish Date
January 29, 2024

Observe: Purposes will likely be accepted till 11:59 PM on the day previous to the Posting Finish Date above.

Job Finish Date

At UBC, we consider that attracting and sustaining a various workforce is vital to the profitable pursuit of excellence in analysis, innovation, and studying for all college, workers and college students. Our dedication to employment fairness helps obtain inclusion and equity, brings wealthy variety to UBC as a office, and creates the mandatory circumstances for a rewarding profession. 

Job Description Abstract
This place oversees the day-to-day operation of the Pupil Housing & Neighborhood Providers Entrance Workplace on the Okanagan Campus and is liable for the standard of service offered to college students and friends from level of reservation to departure. Accountable for offering management, steerage and path to workers together with directing annual hiring competitors for all sessional workers. This workplace helps 2120 beds over the educational yr and transitions over the summer season months to assist each on campus summer season residents and a 950-bed Resort/Convention operation. This place should seamlessly transition between working together with minimal supervision, collaborating with friends and contributing with workers from varied areas on bigger departmental or campus-wide initiatives. Interactions with college students, workers, colleagues and the broader college neighborhood are fixed and require professionalism, precision, consideration to element and fast crucial considering.

Organizational Standing
This place studies to the Supervisor, Entrance Workplace Operation. Supervises a staff of up 10 sessional, pupil and seasonal entrance desk workers.  Works carefully with Residence Life, Meals Providers, Conferences & Lodging, and Upkeep Providers. Interacts recurrently with colleagues on the Vancouver Pupil Housing and Neighborhood Providers operation, campus companions and exterior service suppliers.
Work Carried out
Oversees the Entrance Workplace service operation and reservation desk

  • Ensures the availability of excessive requirements of service to college students and friends by way of position modeling, coaching/mentoring, clearly speaking expectations, and by regularly monitoring workers efficiency.
  • Supervises and directs as much as 10+ workers members together with hiring, coaching, motivating, teaching, supervising, and evaluating workers as required.
  • Interprets BCGEU collective settlement for normal and auxiliary appointments.
  • Conceptualizes, defines, and designs coaching packages for brand spanking new workers in addition to executing coaching plans for ongoing modifications to expertise, course of, and procedures. Facilitates packages and updates materials as required, making certain all areas of Pupil Housing & Neighborhood Providers are represented.
  • Ensures work protected insurance policies and procedures are in place with respect to operation of a 24 hour entrance desk service.
  • Directs work flows of the entrance desk to make sure efficient utilization of workers whereas selling high quality. Accountable for workers scheduling of entrance workplace, together with prolonged hours and a 24 hour, 7 day per week operation.

Manages the monetary insurance policies procedures for the entrance workplace.

  • Manages and trains workers on money procedures straight regarding and together with; housing, summer season convention, meal plan, petty money and coin floats making certain accuracy for pupil and visitor account reporting.
  • Offers authorizations for refunds as they relate to the entrance workplace managers entry ranges, and inside coverage and tips outlined by present contracts. Refunds could included pupil accounts, visitor accounts and meal plan accounts.
  • Manages fee funds and approves charge changes and refunds as required.


  • Manages visitor relations, responds to visitor complaints letters, conferences with dissatisfied friends to evaluate issues, supplies useful resource data, mediates disputes and/or determines remedial measures.
  • Compiles, organizes and implements communication and messaging that straight pertains to the features of the entrance workplace operation. (Eg. Transfer out procedures and directions, key returns, room cleansing, transfer in).
  • Opinions and recommends updates/modifications for net web page communications as they straight relate to the entrance workplace operation. This consists of evaluate of housing, and convention net data.

Maintains Entrance Workplace Techniques

  • Collects and studies on statistical knowledge from techniques, to be used by the division for future planning and analysis.
  • Coordinates the gathering of and evaluate a wide range of entrance desk, housekeeping, occupancy and reservation statistics.
  • Oversees system to handle and keep Pupil Housing & Neighborhood Providers (SHCS) tools out there for mortgage to college students.

Coordinates, recommends and implements insurance policies and procedures for entrance workplace operations.

  • Represents all areas of Pupil Housing and Neighborhood Providers supporting greatest practises on the entrance desk to handle points together with however not restricted to buyer issues, key administration, pupil & visitor test in and take a look at course of, misplaced & discovered, lock outs, reservations, room allocation, facility upkeep, & housekeeping issues and common requests from college students and friends of the neighborhood.
  • Administration of pupil & visitor mail together with; division mail room, safety, distribution, parcel registry, courier deliveries, mail forwarding, and implementing greatest practises. Supervisory accountability for division mail positions.
  • Acts as a liaison between the entrance workplace and all different inside housing departments.
  • Works carefully with the Pupil Housing & Neighborhood Providers administration staff to find out April, and August transition initiatives, timelines, and dates, for pupil transfer out/transfer in, and convention room set ups.
  • Transition defines the exercise that takes place to arrange buildings from one state (pupil transfer out) to a different (convention arrange) and vice versa.
  • Represents entrance workplace operation, participates actively in departmental committees
  • Performs different associated duties as required in step with the {qualifications} and necessities of the job.

Consequence of Error/Judgement
This place has a direct impression on the standard of service for College students, Convention Company and inside companions. Ineffective communication with workers, purchasers and campus service suppliers could have a unfavourable impression on the Pupil Housing & Convention Operation and might result in lack of income.

Sound judgment, wonderful interpersonal communication and powerful analytical abilities are important as incumbent makes advice on insurance policies and long-term methods.  The place supervises entrance line workers who most straight have an effect on the expertise of our pupil residents and summer season convention friends impacting future success.
Supervision Obtained
This place studies to and works beneath the path of the Supervisor, Entrance Workplace Operation and works independently to unravel issues utilizing stable judgment.

Supervision Given
Instantly supervises sessional, pupil and seasonal positions all year long.
Minimal {Qualifications}

  • Undergraduate diploma in a related self-discipline.
  • Minimal of two years of associated expertise, or an equal mixture of schooling and expertise.
  • Willingness to respect various views, together with views in battle with one’s personal
  • Demonstrates a dedication to enhancing one’s personal consciousness, information, and abilities associated to fairness, variety, and inclusion

Most popular {Qualifications}

  • Demonstrated entrance desk and reservation expertise in a resort or pupil housing atmosphere. Publicity to related college convention facilities and the post-secondary atmosphere is crucial.
  • Expertise associated to administrative and pupil companies with demonstrated skills in supervising and managing workers at a post-secondary establishment in a unionized atmosphere.
  • Pc expertise to intermediate stage with spreadsheet and database software program; and to intermediate phrase processing, electronic mail, and presentation software program required. Skill to study and administer proprietary software program packages.
  • Data of college techniques, buildings, course of, and decision-making buildings is an asset.
  • Demonstrated judgment, cross-cultural sensitivity, interpersonal, customer support and prioritization abilities.
  • Demonstrated capacity to work successfully with various communities of scholars and promote inclusion.
  • Demonstrated oral and written communication abilities, with the flexibility to be tactful and articulate in troublesome conversations.
  • Skill to delegate, lead, inspire, coach and prepare workers successfully.
  • Outcomes of prison information evaluate should be acceptable to the College.

Working Circumstances:

Have to be snug working in a altering atmosphere because the atmosphere will typically change from extraordinarily excessive busy intervals to gradual intervals and can deal with service to pupil purchasers throughout tutorial yr and college students and visitor guests from Could – August.    Could also be required to work on weekends throughout summer season convention season Could – August. The Assistant Entrance Workplace Supervisor is on name bi-weekly after hours for issues regarding the entrance workplace operation.

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