Front Desk Service Representative (Regular Full Time)

ubc; Vancouver; On-site; CAD 52,000 - 57,000; Full time

Job summary

UBC invites applications for a Front Desk Service Representative (Regular Full Time) to support Residence Life, Student Housing and Community Services. The Front Desk serves residents daily from 7 AM to 11 PM, seven days a week, and acts as the main contact for emergencies and inquiries.

The position involves front desk operations, access control, mail handling, incident reporting, and coordination with campus services. This leave-replacement role supports a 4-day work week/35 hours bi-weekly.

Qualifications

• High school graduation plus one year post-secondary education.
• Three years hotel, hospitality, and customer service experience.
• Commitment to equity, diversity, and inclusion.

Responsibilities

• Greet residents and visitors; respond to inquiries or redirect as appropriate.
• Maintain and update the Student Housing database; process check-ins/checkouts and transfers; manage access.
• Act as primary liaison during residence emergencies and coordinate response per policies.
• Administer key sign-out and inventory; manage key loans and asset safeguarding.
• Handle mail delivery and parcel distribution; resolve mail-related issues.
• Coordinate front desk communications; document incidents in logs and notices; relay information to stakeholders.
• Assist in orientation of new Front Desk Service Representatives.
• Monitor residence property for hazards; report security risks or damages.
• Respond to urgent issues and determine appropriate actions; document outcomes.
• Enter and track maintenance requests via online system.
• Coordinate on-call shift communications and prepare shift reports.
• Lend equipment and tools on a short-term basis; collect deposits; ensure asset return.
• Work safely per WorkSafeBC and university policies.

Skills

Customer service

Communication

Teamwork

Problem solving

Education

High school graduation + 1 year post-secondary education

Tools

Word

Excel

Outlook

Job description

Job Category

CUPE 116

Job Profile

CUPE 116 Salaried - Front Desk Service Representat

Job Title

Front Desk Service Representative (Regular Full Time)

Department

Front Desk Service Representatives | Residence Life | Student Housing and Community Services

Compensation Range

$4,670.00 - $5,107.00 CAD Monthly

Posting End Date

October 5, 2026

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

Job End Date

October 31, 2027

This is a leave replacement for a fixed term duration.

This is a leave-replacement position. This position works 4 Day Work Week/ 35 Hours Bi-Weekly.

There are two (2) vacancies for this posting.

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 Front Desk Service Representative position provides customer service and administrative support for the University’s residences front desks. The University’s residence front desks provide service between 7AM and 11PM seven days per week throughout the year. FDSRs act as a primary liaison in residence emergencies. They enhance safety and security by regulating key access and monitoring both the interior and exterior of the residence buildings and properties. They foster a sense of community and belonging in the residence communities by being the first point of contact for our residents and guests.

Organizational Status

Reports to Residence Front Desk Services Coordinator (RFDSC) and acts as a member of the service operations team with other Front Desk Service Representatives, RFDSCs, Operations Manager Front Desk Support Services, Manager, Residence Life Administration and the Associate Director Residence Life, Service Development and Operations. Interacts regularly with residents, visitors, Student Housing and Community Services employees, other UBC departments and personnel, vendors, suppliers, and clients.

Work Performed

• 1. Acts as a first point of contact for the Residence including receiving residents and visitors, and responding to inquiries or redirecting people as appropriate.
• 2. Maintains and updates the Student Housing database by entering, editing and tracking data. Specifically, responsible for resident and guest check-ins, checkouts and transfers including completing appropriate paperwork, and administering access to residences.
• 3. Acts as the primary liaison in residence emergencies (medical, mental health, fire, theft, facilities, behavioural incidents, intruders, etc.). Determines the nature of the emergency or problem and applies the appropriate Department or University policies to resolve the situation or involve the appropriate resources. Reports using online systems to record critical information needed for follow up.
• 4. Administers key sign-out and inventory including: Issues keys and programs electronic key systems. Maintains key inventory; makes provisions for key loans to residents who are locked out of their rooms; keeps an accurate count of keys and ensures their prompt return; and submits assessments and work orders for lock changes as required. Ensures that only authorized residents, contractors, appropriate emergency personnel and staff are given key loans.
• 5. Responsible for accurate delivery of mail and resolving any issues that may arise in the mail delivery process. Sorts and delivers mail, which includes parcels, and distributes materials into mailboxes, and in some cases delivers mail/notices door-to-door.
• 6. Responsible for coordinating front desk communication and incident documentation, which includes: Exercises appropriate discretion, tact, and adherence to privacy requirements at all times. Responds to inquiries and provides information by email, telephone and/or in person to residents, visitors and department personnel. Reads and reviews daily communication. Completes Shift Activity Reports (SAR) and/or area Logbook entries as appropriate. Prepares and circulates notices. Works within existing procedures to ensure dissemination of information between and within residences to key stakeholders (Front Desk, Housekeeping, Parking and Campus Security, Emergency Services, Facilities, etc.). Liaises with non-emergency services such as contractors, suppliers and vendors.
• 7. Assists in the orientation of new Front Desk Service Representatives as required by familiarizing them with the particular work area and shift duties through job shadowing.
• 8. Monitors residence property and grounds alone including inspecting the building and grounds for hazards; watching for unusual problems that may endanger residents or property and reporting security breaches or risks to appropriate authorities.
• 9. Responsible for responding to urgent issues and situations including reporting damage to and/or defacement of Student Housing and Community Services (SHCS) property.
• 10. Enters and follows up on maintenance requests using the online work order system.
• 11. As directed by supervisor and or manager, perform shift call outs which includes contacting employees for on call shifts, recording and communicating results of callouts for unplanned absences at the Residence front desks.
• 12. Administers equipment loans including lending sports equipment and/or cleaning materials/equipment on a short-term basis to students; tracking equipment loans and taking a key or student card as a deposit; inspecting equipment prior to and after each loan.
• 13. Works in a safe manner, in accordance with WorkSafeBC, University, and departmental policies, procedures, and requirements.
• 14. Carries out any other related duties as necessary in keeping with the qualifications and requirements of the job.

Consequence of Error/Judgement

Works within defined guidelines and procedures, but is expected to exercise sound judgment when carrying tasks through to completion. Error can result in a threat to security, loss of revenue, complaints and diminished confidence from residents and guests in the ability to provide service.

Supervision Received

Works under general supervision by the RFDSC. Regularly works independently.

Supervision Given

Is not required to give direct supervision. Required to assist in the orientation of other Front Desk Service Representatives.

Minimum Qualifications

High school graduation plus one year post-secondary education and three years hotel and hospitality industry and customer service experience, or a 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

• 1. Excellent oral and written communication, interpersonal and organizational skills. Excellent telephone manner required.
• 2. Ability to provide excellent customer service including being calm, courteous and patient.
• 3. Proficient in Word, Excel, and Outlook and ability to learn proprietary departmental software.
• 4. Ability to be responsive to urgent issues and complex situations.
• 5. Ability to demonstrate excellent assessment skills, flexibility, and organizational skills.
• 6. Ability to operate a normal range of office equipment.
• 7. Ability to prioritize work and meet deadlines.
• 8. Ability to maintain accuracy with great attention to detail.
• 9. Ability to work independently and within a team environment.
• 10. Ability to problem solve and to exercise resourcefulness and initiative.
• 11. Ability to be responsive to urgent issues and situations.
• 12. Ability to keep sensitive matters confidential.
• 13. Ability to exercise sound judgment, tact and discretion.
• 14. Ability to lift and transport parcels, varying in weight, up to thirty (30) pounds.
• 15. Satisfactory Criminal Record Check.