The Housing and Ancillary Services team manages 4,940 student beds in 18 residence buildings, as well as off-campus rental apartment and housing properties, three dining halls, numerous retail foodservice locations on campus, the Donald Gordon Hotel and Conference Centre, Event Services and the Enrichment Studies Unit.  Residence buildings also provide temporary accommodations for the summer conference, events and tourism markets. Revenue and services from these units support vital student life programs and contribute to the University’s learning environment.

Queen’s Residence Life and Services is committed to providing an experience aimed at fostering the educational and personal growth of its residents. The Residence Life and Services staff team is dedicated to the development of the whole student, promoting diversity, accountability, independence and success in a broader learning environment.

This position is a dynamic and engaging front line opportunity. The Desk Services Representative works to support clerical and administrative operations for staff and students during the academic year term (September-April) and for hotel guests during our summer accommodation season (May-August).

The Desk Services Representative maintains administrative operations for the Residence Life and Services unit in order to assist students and stakeholders (Housing and Ancillary units, external companies like mail service providers or other Queen’s University departments) during the academic year. In the summer season, Desk Services Representatives work along side other units to execute our Summer Accommodations season (hotel front desk). Staff in this role are able to work with the Assistant Manager to identify potential developmental opportunities outside of the scope of their day to day work in order to grow in different professional capacities and will have the opportunity to build connections with many departmental/ university partners. This position provides customer service to residents and guests entering the residence building including giving directions and parking information, and providing keys. This position performs accounting processing activities including float counts, application of payments, room charges, reconciliations, and invoice printing. This position performs clerical and administrative activities including filing, organizing paperwork, keeping inventory, and maintaining coffee bar. This position also processes paperwork for room change requests, lost keys, and housekeeping issues, and advises maintenance on issues that require their attention.

The incumbent will be posted at the Watts Hall parcel depot for the majority of the academic year, with specific focus on parcel pickup and drop off for over half of main campus. The role will require high attention to detail in parcel receiving, logging, tracking and dispersal, which will make up a large portion of the day to day responsibilities.

What you will do

• Provides customer service to residents and guests entering the residence building including giving directions and parking information, and providing keys.
• Performs accounting processing activities including float counts, application of payments, room charges, reconciliations, and invoice printing.
• Performs clerical and administrative activities including filing, organizing paperwork, keeping inventory, and maintaining coffee bar.
• Performs daily key inventory audits.
• Supports move in and move out day for students by processing paperwork for room change requests, and advising maintenance for lost keys, room lockouts, or other room maintenance or housekeeping issues.
• Receives, sorts and delivers mail to mailboxes, and provides notifications for parcel pickup.
• Other duties as required in the support of the department and/or unit.

Job Knowledge and Requirements

• Basic knowledge of standardized, work procedures, general facts, or the use of simple equipment that is typically acquired through on the job training.
• Provide clear, concise information to others that requires basic courtesy and minimal explanation or interpretation.
• Ability to relay unwelcome information or deal with minor conflicts/complaints.
• Prioritize own work to deliver objectives on time and to meet standards and expectations.
• Follows direction and seeks clarification when required.
• Resolve recurring problems and situations using established procedures and guidelines.
• Bring forward problems, obstacles or challenges to work completion in a timely manner so deadlines continue to be met.
• Awareness of human rights, diversity, equity, Indigenization and inclusion.
• Understand university specific processes and policies to address human rights or equity concerns.