Customer Service Representative - Winter (Sessional)

Staff - Union

Job Category

CUPE 2950

Job Profile

CUPE 2950 Hourly - Front Counter 2 (Gr3)

Job Title

Customer Service Representative - Winter (Sessional)

Department

Front Counter/Customer Service Representatives | Conferences and Accommodation

Compensation Range

$26.88 - $27.57 CAD Hourly

Posting End Date

September 9, 2023

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

Job End Date

Apr 30, 2024

There are 5 positions available. These are sessional positions that work between September and April with recall rights to the position each year.

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

Performs duties related to the everyday operation of the Accommodation Office including but not limited to reservations, guest registration, billing and special payment arrangements, and night audit during the winter season September through April.

Organizational Status

Reports directly to the Front Desk Manager. Takes direction from the Rooms Manager. Interacts regularly with the Housekeeping Supervisor on room status matters and Service Workers and Utility Workers on maintenance matters. Interacts with the Sales Office regarding group bookings.

Work Performed

Expected to be familiar with and functional on all duties related to the Conferences and Accommodation operation. Includes:

Guest Registration

• Maintains the front desk area in a clean and orderly fashion.
• Initiates Standard University Emergency Procedures when necessary thereby promoting guest safety and satisfaction.
• Balances cash and receipts and maintains a functional cash float for which he/she is uniquely responsible.
• Maintains an open line of communication between shifts as well as staff across departments by maintaining log books sending emails and writing memos.
• Checks guests in and verifies all pertinent information on registration cards and guest folios to ensure accurate entry of data into computer.
• 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 the Conferences &Accommodation facilities.
• Provides information concerning conference, public services and tourism to guests whenever possible.
• Assists guests in the operation and related services of room phones.

Reservations

• Receives and processes reservation requests by email, mail and telephone from conference delegates and casual guests.
• Maintains and updates Lost and Found log.
• Composes routine business letters in response to accommodation inquiries as required.
• Opens, date stamps and sorts all Accommodation office mail.
• Maintains daily records of all cheques received.
• Collects, posts and balances advance deposits for all reservations received.
• Maintains good channels of communication with group organizers and university service departments.

Night Audit

• Maintains filing system of computer generated reports on a daily basis so that they do not get lost or misplaced and so that they are readily available for reference.
• Customer Service Representatives can expect long periods of standing at the front desk.
• Due to the fluctuating nature of business in a conference operation, hours of shifts will vary as will the stress level. Most of the work involves interaction with guests, computer data entry and cash handling.
• Performs computer audit on all Conferences & Accommodation properties. This entails reviewing the night audit reports to ensure system balance and ensuring the correctness of guest accounts.
• Balances the debit authorization machine so that debit revenue bank accounts are correctly credited by following the Balancing Procedures.
• Must be available for evening, weekend, and overnight shifts.

Consequence of Error/Judgement

Errors in performing registration duties can reduce revenue, skew management statistics or have negative impact on customer relations. The hotel has a complex rate structure and misinformation given to clients can result in lost reservations, have a negative impact on customer relations and impact on Conferences & Accommodation s revenue. The night audit function is critical for ensuring accurate accounting records and system integrity.

Supervision Received

Work is performed under the general supervision of the Front Desk Manager and in accordance with Conferences & Accommodation policy and procedures. Works within well defined guidelines and procedures, but is expected to exercise some initiative and judgment in establishing priorities and carrying tasks through to completion.

Supervision Given

May initiate new employees into front desk, reservation, cash office or night audit procedures.

Minimum Qualifications

High school graduation, plus one year of related training, plus two 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

Hospitality Industry Training or Conferences & Accommodation experience preferred. Basic Office Procedures and Practices Training an asset. Office experience and/or relevant UBC experience. Operation of and/or data entry into computer system. Ability to plan, communicate and complete work assignments without ongoing direction. Good verbal communication and interpersonal skills; excellent telephone manner. Insure accuracy of all work performed. Ability to operate job-related equipment (e.g., multi-line phone/switchboard) (e.g., fax machine, photocopier) Word Processing and Spreadsheets experience. Willing to work flexible day, evening and graveyard shifts.