Hospitality Coordinator

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

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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 Hospitality Coordinator acts as the first point of contact for Green College, receiving visitors and members alike. They are responsible for coordinating and executing complex hospitality services for visitor accommodations (Guest House and long-stay reserve rooms) and meeting and conference spaces. They perform financial duties such as receiving payments, issuing receipts, charging custodial and reconciling discrepancies. Additionally, they assist in the preparation and execution of special Green College events. They coordinate most facility services such as making and tracking maintenance requests, coordinating mail and package deliveries. They address and respond to inquiries on behalf of the College.

Organizational Status
Reports to the Assistant Principal, Programs with a dotted line to the Assistant Principal, Operations. Works closely with the Development and Society Member Lead and the Program Lead, and provides support to the Principal. Interacts widely with the general public, current and prospective College residents, faculty, guests, and members of the campus community.

Work Performed

Hospitality Coordination 75%

• Greets visitors and members. Responds to telephone/in-person/email enquiries, and provides general assistance and referrals for members, guests and visitors, including giving directions to amenities and other campus locations;
• Coordinates reservation, bookings and custodial services, from inquiry to final invoicing. Ensures information given and published is current and accurate;
• Resolves complex errors/problems concerning visitor rooms and event spaces. Suggests and executes appropriate adjustments; assists in the development of new procedures to ensure a positive experience for all College members and guests;
• Participates in the creation and execution of marketing campaigns and the collection and analysis of service performance data; prepares and maintains distribution lists;
• Recruits, trains, and supervises up to five student employees who assist with check-ins and lockouts. Schedules student shifts;
• Responsible for stocking, distributing, and clearing signage and promotional materials including notice boards;

General Support 25%

• Works closely with the College's Development and Society Member Lead and Program Lead and provides clerical support to the Principal;
• Processes and maintains records of key sign-in and sign-outs;
• Maintains an awareness of buildings and grounds maintenance; maintains schedule, places and coordinates maintenance requests;
• Provides general coverage and holiday relief where possible for other Green College staff;
• Performs other duties as assigned.

Consequence of Error/Judgement
This is a reputationally important position for the College. A high degree of public relations skills is required, in order to ensure that guests and residents are professionally managed, even when challenges arise. Inability to exercise organizational skills, patience, tact and discretion may result in significant reputational and financial harms. Written communication in response to enquiries must be timely, accurate and tactful. Errors in service coordination could result in damaged reputation with current and potential guests and residents, resulting in lost relationships and revenues.

Supervision Received
Works independently with minimal supervision in the performance of daily tasks. Receives general direction from and reports primarily to the Assistant Principal, Programs. Will also receive direction from the Assistant Principal, Operations, and the Principal of the college. May occasionally receive direction from the Academic Programs Lead, and the Society Member and Development Lead.

Supervision Given
Supervises up to five student assistants.

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

Hotel and event management experience an asset. Experience in a culturally diverse environment is an asset. Ability to use word processing, spreadsheet and database applications at an intermediate level. Exceptional oral and written communication skills. Ability to provide quality service to customers in a courteous, patient manner; Ability to exercise tact and discretion when handling confidential or culturally sensitive matters; Ability to effectively deal with difficult people; Ability to perform word processing at 50 words per minute; Ability to prioritize work, multitask, work under pressure and to meet deadlines; Ability to maintain accuracy and attention to detail; Ability to work effectively independently and in a team environment.