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 is seeking a Front Desk Lead – Residence for a full-time 6‑month replacement term with our Residence Services department. Reporting to the Supervisor, Front Desk and Guest Services, the Front Desk Lead coordinates daily operations of the Residence front desk, which operates 24/7 year‑round.

You will supervise front desk staff, provide coaching and training, manage staff schedules, assist with recruitment, and foster a customer‑focused, solution‑oriented environment to deliver

Qualifications

• Minimum of a post-secondary diploma in a related field.
• Minimum of 2 years of progressive customer service experience.
• Experience as a keyholder or team lead in a hotel or hospitality setting is an asset.
• Post-secondary residence experience is an asset.
• Knowledge of StarRez is an asset.

Responsibilities

• Assess and respond to concerns from students, staff, and the public.
• Coordinate scheduled audits of building keys, parking passes and equipment.
• Audit student and guest check-in packages.
• Follow up on pending tasks and work orders from the previous shift.
• Prepare and monitor schedules; arrange shift coverage as needed.
• Ensure front desk operates as scheduled, including evenings, overnights and weekends.
• Monitor casual student staff and ensure Front Desk procedures are followed.
• Liaise with Facilities, contractors and visitors on projects or work orders.
• Participate in meetings to develop action plans aligned with the organization’s strategy.

Skills

Organizational skills

Time management

Problem solving

Communication

Customer service

Team leadership

Confidentiality

Process knowledge

Microsoft 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

• 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

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

This position is included under the MacEwan Staff Union Collective Agreement. All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.