Guest Services Representative

Competition 2017

This position is a part of the Non-Academic Staff Association (NASA).

This position has an end date of September 7, 2025.

Location - This role is in-person. Work primarily takes place in Residence Services at North Campus, Edmonton.

Working at the University of Alberta

The University of Alberta acknowledges that we are located on Treaty 6 territory, and respects the histories, languages and cultures of First Nations, Métis, Inuit and all First Peoples of Canada, whose presence continues to enrich our vibrant community.

The University of Alberta is a community of knowledge seekers, change makers and world shapers who lead with purpose each and every day. We are home to over 14,000 faculty and staff, more than 40,000 students and a growing community of 300,000 alumni worldwide.

Your work will have a meaningful influence on a fascinating cross-section of people — from our students and community members, to our renowned researchers and innovators, making discoveries and generating solutions that make the world healthier, safer, stronger and more just. Learn more.

Position

Reporting to the Guest Services Supervisor, the Guest Services Representative is an integral member of the Hospitality Services team and contributes to an environment focused on meeting the needs of clients. In particular, this position will assist with setting the standards for customer service at the Front Desk.

This competition will be used to fill multiple full-time positions.

Shifts are between the hours of 6:00 AM and Midnight (including weekend shifts and holidays). This position requires weekends and evenings as a regular day of work, such as Saturdays and/or Sundays. A mandatory orientation will take place the second week of May.

Please Note: Preference will be given to University of Alberta Students.

Duties

• Provides quality customer service to clients/customers in all aspects of Campus Services operations.
• Reconciles daily transactions and payments.
• Answers telephones, responds to emails, and directs inquiries. Greets guests/clients/students and provides them with general information, and refers them to the appropriate individual/department for further assistance.
• Responds to guest inquiries regarding guest accommodation. Processes reservations and provides reservation confirmation to guests.
• Maintains individual guest, group and student information on computerized reservation/housing system.
• Provides check-in and check-out services for groups, individuals and students.
• Accepts payments for accommodation, meeting rooms, student housing and ONEcard.
• Reconciles daily shift and bank deposits.

Qualifications

• High School Diploma, supplemented with related training.
• Minimum 2 years of customer service or hospitality experience is preferred.
• Telephone and service etiquette skills are required.
• Strong motivation to work in high volume professional service oriented environment.
• Ability to conduct patrols of the residence independently is essential.
• Effective conflict management skills.
• Ability to manage stressful situations.
• Service-oriented, with proven experience in providing exceptional customer service.
• Demonstrated decision-making and problem solving skills.
• Knowledge of the University community, campus layout and Lister residence.
• Previous leadership experience is an asset.
• Proven computer proficiency using a variety of software applications and a general comfort level in learning and working with new software.
• Excellent interpersonal, organizational and communication skills (verbal and written), with demonstrated attention to detail and accuracy.
• Flexibility to accommodate a varied work-schedule.