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Front Office Assistant - Night Audit (Summer), Hotel Alma and Seasonal Residence

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Job ID: 15319

Updated: May 15, 2018

Location: Main Campus

Position Overview

Hotel Alma and Seasonal Residence is currently seeking a Recurring Part-time Front Office Assistant - Night Audit for approximately 4 months.

Reporting to the Supervisor, Front Office, the Front Office Assistant - Night Audit, Hotel Alma and Seasonal Residence, will provide outstanding customer service to internal and external guests at the Hotel Alma and Seasonal Residence Front Desk. Under general supervision, the incumbent is responsible for front desk reception, cashier duties, data entry, report generation, reservations, concierge and bell service and telephone operator duties. Night Audit shifts also include auditing guests accounts, arriving group preparation, report generation and key audits.

The successful candidate will be able to learn skills quickly and demonstrate initiative in completing tasks and meeting customer and departmental requirements.  Front Office Assistant shifts are 8.5 hours in length which includes a total of one hour rest period. The position consists of overnights, weekends and holidays.

Position Description

Summary of Key Responsibilities (job functions include but are not limited to):

  • Adhere to all policies and procedures in Hotel Alma and Seasonal Residence
  • Exceed service expectations and work to achieve guest loyalty
  • Ensure smooth and efficient operation of the Front Desk and Telephone Switchboard
  • Handle guest complaints and comments in a professional manner and provide follow up to colleagues and leaders
  • To be aware and informed of rate/sell levels and contracted rates
  • To provide concierge services
  • Arrival and departure duties including, friendly and efficient Guest registration, adhering to policies and ensuring guest satisfaction
  • Ensure the safety and well-being of our Students, Guest and Colleagues by maintaining knowledge of crisis and emergency procedures
  • Direct all incoming and internal calls to the appropriate location, answering calls with standard greeting
  • Approach every interaction with superior guest service
  • Participate in efficient pre-arrival, arrival, departure and overall experience of students, guest and faculty
  • Ability to answer all front desk inquiries
  • Demonstrate the ability to work affectively under pressure and handle sensitive guest related situations
  • Present a professional image and be a strong team player with excellent communication and observational skills
  • Physically fit as role includes long periods of standing, prolonged computer use and lifting luggage for storage
  • Maintain highest standard of professionalism, ethics, grooming and outlook towards guests, clients and other associates
  • Responsible for cash float, banking transactions and accurate cashiering duties
  • Ensure key procedures are strictly adhered to
  • Accurately post all guest room rate and incidental charges
  • Audit guest accounts, and review daily transactions for accuracy and completion
  • Follow up on account status to ensure payments have been received in a timely manner
  • Prepare group welcome packages and key bags for group and satellite arrivals
  • Ensure fair treatment of guests and colleagues
  • Assist in the generation of computer reports, including movement reports and room changes
  • Maintain business confidentiality when handling student and guest inquiries and records
  • Respond to customer inquiries in-person, via telephone and through e-mail in a professional and courteous manner
  • Proper storage and delivery of luggage
  • Provide assistance with luggage transport when required
  • Accurate programming and delivery of wake up calls
  • Maintain an organized and clean work environment
  • Other reasonable duties as assigned

Qualifications / Requirements:

  • Previous experience in the customer service industry
  • A sound knowledge of the university campus, specifically Residence complex, available facilities and surrounding area is strongly preferred
  • Professionalism, patience, flexibility, telephone and service etiquette skills are essential
  • The ideal candidate will possess problem solving skills that will ensure customer satisfaction
  • Passion for guest service and a skill of anticipating guest needs
  • Highly proficient computer skills in Microsoft word and excel as well as demonstrate the ability to learn additional software as required for department operation
  • Attention to detail is imperative
  • Ability to work a variety of shifts, and provide exceptional guest service at all times
  • Independent worker with excellent communication skills
  • Able to learn skills quickly and demonstrate initiative in completing tasks and meeting customer and departmental requirements
  • Prior to commencement of the work term, intensive training will be required to learn each desks policies and procedures

Application Deadline:  April 20, 2018

We would like to thank all applicants in advance for submitting their resumes. Please note, only those candidates chosen to continue on through the selection process will be contacted.


Additional Information

This position is part of the AUPE bargaining unit, and falls under the Operational / Administrative Job Family, Phase I .

To find out more about management and staff opportunities at the University of Calgary and all we have to offer, view our Management and Staff Careers website .

About the University of Calgary

The University of Calgary is Canada’s leading next-generation university – a living, growing and youthful institution that embraces change and opportunity with a can-do attitude. Located in the nation’s most enterprising city, the university is making tremendous progress on its Eyes High journey to be recognized as one of Canada’s top five research universities, grounded in innovative learning and teaching and fully integrated with the community it both serves and leads. The University of Calgary inspires and supports discovery, creativity and innovation across all disciplines. For more information, visit .

The University of Calgary recognizes that a diverse staff/faculty benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers that have been historically encountered by some people in our society. We strive to recruit individuals who will further enhance our diversity and will support their professional success while they are here. We encourage all qualified applicants to apply, however preference will be given to Canadian citizens and permanent residents of Canada.


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