Front Desk Lead - Residence - Residence Services, Campus Services

MacEwan University; Edmonton; On-site; CAD 33,000 - 49,000; Full time

Benefits offered by this job

Competitive base pay

Continuous learning culture

Career growth opportunities

Job summary

MacEwan University seeks a Front Desk Lead - Residence for a full-time 6-month replacement term in Residence Services. The role coordinates 24/7 front desk operations, supervises staff, and drives a high-quality, guest-focused service culture on campus.

You will coach staff, manage schedules, support recruitment, and liaise with Facilities on projects, while maintaining confidentiality and professional conduct.

Qualifications

• A minimum of a post-secondary diploma in a related field.
• A minimum of 2 years of progressive customer service experience.
• Experience as a keyholder or team lead in a hotel or hospitality setting would be considered an asset.
• Previous work experience in a post-secondary residence would be considered an asset.
• Knowledge of StarRez would be considered an asset.
• An equivalent combination of education and experience may be considered.

Responsibilities

• Coordinate daily operations of the Residence front desk to ensure 24/7 service.
• Oversee front desk staff, manage schedules and provide coaching and training.
• Assist Supervisor with recruitment activities and staff development.
• Foster a positive, service-oriented environment for residents and guests.
• Liaise with Facilities and contractors on ongoing projects and work orders.
• Participate in planning meetings to align with strategic goals.

Skills

Org & time management

Problem solving

Communication

Customer service

Leadership

Confidentiality

Process adherence

MS Office

Education

Post-secondary diploma

Tools

StarRez

Microsoft Office

Job description

Competition Number: 26.10.272
Category: Full-Time Replacement Term (35 hours per week)
Salary: MSU Band C (Steps 1-8): $24.256 - $35.273 per hour. $44,147 - $64,197 per annum (Based on 35 hours per week).
Closing Date: November 12, 2026

MacEwan University is seeking a Front Desk Lead - Residence for a full-time 6-month replacement term opportunity with our Residence Services department.

Reporting to the Supervisor, Front Desk and Guest Services, the Front Desk Lead - Residence is responsible for coordinating the daily operations of the Residence front desk, which functions 24/7 year-round.

In this role, you will oversee and support front desk staff who serve as the primary point of contact for residents, guests, and the campus community. You will also be responsible for providing ongoing coaching and training, managing and updating staff schedules, and assisting the Supervisor with recruitment activities. The Front Desk Lead plays a key role in fostering a positive, customer-focused, and solution-oriented work environment while ensuring the consistent delivery of high-quality service to all residents and guests.

Key responsibilities include:

• Assessing and determining appropriate course and/or action when responding to concerns, issues and inquiries from students, staff, and/or public;
• Coordinating the scheduled audit of building keys including floor master keys, parking passes and equipment;
• Auditing student and guest check in packages;
• Following up and investigating pending tasks, events and work orders from the previous shift;
• Preparing and monitoring schedules, arranging shift coverage when necessary, including handling any last-minute adjustments to the schedule;
• Ensuring the front desk is open as scheduled, including evenings, overnights, and weekends, and that qualified staff are in place during these times;
• Monitoring the casual student staff, making sure all the Front Desk standard procedures and processes are firmly followed and properly carried out;
• Liaising with Facilities staff members, authorized third party contractors and office visitors regarding ongoing projects or work orders; and
• Participating in brainstorming meetings with Campus Services leaders to develop action plans that reflect the organization's strategic plan.

Skills

You will have:

• Excellent organizational and time management skills with keen attention to detail;
• Problem solving skills and the ability to prioritize multiple tasks;
• Excellent communication skills and active listening skills;
• Strong customer service and interpersonal skills, while taking an inclusive approach and interacting professionally with a variety of internal and external client groups, including residents and hotel guests;
• The ability to work independently and collaboratively as part of a team, demonstrate initiative, and take charge when necessary;
• The ability to maintain confidentiality and deal with situations in a professional, service-oriented, and tactful manner;
• Strong leadership skills;
• The ability to understand and follow processes; and
• Proficiency with Microsoft Office suite, including Word, Excel, Teams and other applications.

Qualifications

• A minimum of a post-secondary diploma in a related field.
• A minimum of 2 years of progressive customer service experience.
• Experience as a keyholder or team lead in a hotel or hospitality setting would be considered an asset.
• Previous work experience in a post-secondary residence would be considered an asset.
• Knowledge of StarRez would be considered an asset.
• An equivalent combination of education and experience may be considered.

Position Requirements

• The ability to work a Monday to Friday schedule from 1:30pm to 9:30pm.

• The ability to share on-call coverage when needed.
• The ability to work flexible and varied hours as workload requires during peak periods in residence for check-in, check-out, weekends and holidays.

Benefits

When you become part of the MacEwan University team, you will enjoy a competitive salary. Our total compensation package includes:

• Competitive base pay
• Continuous learning culture
• Opportunities for career growth