Front Counter Supervisor / Night Audit (Full Time Regular)

UBC; Vancouver; Presencial; CAD 53.000 - 55.000; Jornada completa

Descripción de la vacante

The University of British Columbia is hiring for a Front Counter Supervisor / Night Audit (Full Time Regular) to oversee overnight operations at Conferences and Accommodation. This role involves guest check-ins/outs, billing, and coordinating with cross-functional teams across departments.

You will supervise front desk staff, train new employees, and ensure accurate nightly reporting via Opera. The shift is overnight with variable start and end times, including weekends and holidays.

Formación

• High school graduation plus one year of post-secondary education and three years of related experience
• Willingness to respect diverse perspectives and inclusion
• Commitment to equity, diversity, and inclusion

Responsabilidades

• Oversee overnight front desk operations and guest services
• Check guests in/out, verify registration details, and process billing
• Balance cash, process payments, and provide change for staff
• Train and supervise Customer Service Representatives and monitor performance
• Coordinate with Housekeeping, Rooms, and Conference staff; ensure smooth operation

Conocimientos

Customer service

Verbal communication

Telephone etiquette

Staff supervision

Word processing

Educación

High school diploma or equivalent

Herramientas

MS Office

Descripción del empleo

Job Title Front Counter Supervisor / Night Audit (Full Time Regular) Job Category CUPE 2950 Job Profile CUPE 2950 Salaried - Front Counter Supervisor (Gr6) Job Family Group Staff - Union Department Front Counter/Customer Service Representatives | Conferences and Accommodation Compensation Range $4,719.00 - $4,960.00 CAD Monthly Job End Date Ongoing Posting End Date November 4, 2026 Note: Applications will be accepted until 11:59 PM on the Posting End Date.

This is an overnight position. Shift start time may vary from 10pm to 11pm and shift end time may vary from 6:30am to 7:45am

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 everyday operation of Conferences and Accommodation services including but not limited to guest reservations, 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 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. Is expected to have input into staff selection and evaluation.

Work Performed

This is an overnight position. Work may be performed in any of the following areas: Front Desk: 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 payments and provides change to Customer Service Representatives as needed for their floats. Troubleshoots individual and group allocations. Resolves traces and guest requests. Operates telephone switchboard and processes incoming calls. Receives and processes reservation requests by mail, e-mail, fax and telephone. Assists guests in operation of and related services of room phones. Addresses guest complaints, consulting with and forwarding on any extraordinary problems to management. 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. Initiates night audit; a series of automatically generated reports through Opera. Cross-checking and verifying that group and individual rates are posting correctly. Sorts reports; forwarding these to appropriate departments. Types reports or letters on occasion 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. Maintains the work area in a clean and orderly fashion Monitors and completes daily communication between shifts as well as staff across departments, by maintaining log books, writing memos and completing Shift Activity Reports. Initiates Standard University Emergency Procedures when necessary, call out to Campus Security or 9-1-1 thereby promoting guest safety and satisfaction.

Working Conditions:

The nature of business in a conference operation, 24 hour 7 day a week operation. Most of the work involves interaction with guests, computer data entry and cash handling. Most work is performed while standing at the front desk. This is an overnight position. Work week is based on seasonal operational needs and may be 4 days on, 3 days off or 5 days on, 2 days off with shifts totalling, 35 hours a week

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. May initiate and train new Customer Service Representatives in policies and procedures. Supervises up to 6 Customer Service Representative, Nightstaff and/or Front Desk Representative.

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

• Training in office procedures and practices preferred.
• Hospitality industry training an asset.
• 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 including weekdays, weekends, and holidays and overnight

The University of British Columbia is a global centre for research and teaching, consistently ranked among the top 20 public universities globally. A large part of what makes us unique is the community of engaged students, faculty, and staff who are collectively committed to shaping a better world. Recognized as a leading employer in British Columbia and Canada, UBC supports inspired students, faculty and staff on their journey of discovery, and challenges them to realize their greatest potential. New ideas, changing infrastructure, innovative technology, and fresh approaches are opening up possibilities for the future of research, teaching, and work. Are you ready to embrace the future together? Equity and diversity are essential to academic excellence. An open and diverse community fosters the inclusion of voices that have been underrepresented or discouraged. We encourage applications from members of groups that have been marginalized on any grounds enumerated under the B.C. Human Rights Code, including sex, sexual orientation, gender identity or expression, racialization, disability, political belief, religion, marital or family status, age, and/or status as a First Nation, Metis, Inuit, and/or Indigenous person. All qualified candidates are encouraged to apply; however Canadians and permanent residents will be given priority. If you have any accommodation or accessibility needs during the job application process, please contact the Centre for Workplace Accessibility at [e-mail].