Front Desk Manager

ubc; Vancouver; On-site; CAD 64,000 - 91,000; Full time

Job summary

UBC's Front Desk Manager position oversees several front desks for Conferences & Accommodation. The incumbent manages approximately ten Customer Service Representatives (Front Counter 2) during the winter season.

From May to August, the incumbent may be responsible for staff at several residences, which would include managing teams of Front Desk Supervisors and Customer Service Representatives. The role reports to the Rooms Manager.

Job description

Staff - Non Union

Job Category

M&P - AAPS

Job Profile

AAPS Salaried - Conferences, Accommodations and Ceremonies, Level A

Job Title

Front Desk Manager

Department

Hotel Operations | Room Management | Conferences and Accommodation

Compensation Range

$5,692.25 - $8,179.50 CAD Monthly The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.

Posting End Date

September 3, 2026

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

Job End Date

Ongoing

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

The position is responsible for managing several front desks for Conferences & Accommodation. The incumbent manages approximately ten Customer Service Representatives (Front Counter 2) during the winter season. From May to August, the incumbent may be responsible for staff at several residences, which would include managing teams of Front Desk Supervisors and Customer Service Representatives.

Working Conditions

The environment can be stressful and fast paced during the spring and summer months with the incumbent simultaneously addressing multiple challenges while responding to numerous queries/issues from the inexperienced summer staff. Dealing with challenging guest situations can be very stressful and requires diplomacy and self-control.

Due to the 24 hour 7 day a week operation, the incumbent must be available to work extended days and weekends and occasionally respond to emergencies or staff concerns that require problem solving after hours. Must carry a cellular telephone and provide 24 hour operational support to sessional staff. Work week may consist of both weekend days in summer months.

Extended vacation cannot be taken from March to September.

Organizational Status

Reports to the Rooms Manager. Interacts with Residence Front Desk Services Coordinator during office changeover and Residence Life Managers for summer session student concerns. Interacts with Building Services Managers on maintenance concerns. Interacts regularly with all C&A staff, group organizers and guests. Maintains close working relationship with other Front Desk Managers from May to August.

Work Performed

• Manages the daily operation of several front desks and related guest services. Addresses guest concerns regarding accommodation and front desk service, troubleshoots and resolves conflicts.
• Provides the full scope of management to front desk staff. Responsible for staff selection, evaluation and termination. Formally trains staff on all work procedures and ensures policies and procedures are carried out.
• Demonstrates exceptional customer service in all interactions with guests. Coaches staff on customer service standards and provides support to staff in front desk activities.
• Manages the annual planning, selection and training process for up to 60 summer session staff and up to 10 winter session staff. Responsible for ongoing training of summer staff and training refresh for winter staff.
• Ensures that guest accounts are balanced and accurate. Initiates appropriate action for collection, when necessary, while maintaining good guest relations.
• Provides management oversight on the guest reservation processes. Coaches staff on phone etiquette and scripting. Ensures accuracy of advance deposits, refunds, no show charges and reservation information. Ensures the accuracy and dispatch of reservation confirmations.
• Maintains regular contact with Housekeeping department and ensures room deficiencies are addressed in a timely manner. Manages room inventory based on quality control.
• Ensures cost effective staffing. Posts, reviews, and amends schedules that meet operational needs. Posts payroll information.
• Troubleshoots room blocks and makes adjustments to allocations while evaluating the requirements of Group Organizers, Facilities Manager, Housekeeping and Reservations.
• Develops, recommends and implements enhancements to existing procedures and systems based on efficiency and customer service requirements.
• Schedules staff while considering minimum coverage, desk activity, group needs, the CUPE 2950 Collective Agreement and wage costs.
• Manages a written communication system to facilitate smooth shift changes. Tools will include Shift Activity Reports, Logbooks, Allocation Memos and personal memos.
• Responsible for office start