Desk Services Representative

Description:

Queen’s University, through its Student Alumni Association, is seeking Residence Front Desk Representatives to join the Housing and Ancillary Services team. This full-time permanent role is based in Kingston, ON and offers an engaging mix of administrative, hospitality, and student service responsibilities.

This position plays a pivotal role in ensuring a welcoming and efficient environment for both student residents and summer guests. During the academic year, the role focuses on secure parcel handling and student services, while in the summer season, the responsibilities shift to a hotel-style front desk role supporting guests, tourists, and conference attendees.

The successful candidates will work closely with students, visitors, delivery partners, and internal university teams to support smooth daily operations in residence buildings and ensure a positive customer service experience.

Key Responsibilities:

During the Academic Year (Sept–April):

• Manage and distribute student parcels and mail efficiently

• Receive and process deliveries from couriers

• Maintain accurate logs and records for parcel and mail handling

• Liaise with mail providers, couriers, and campus partners

• Support front desk administrative and clerical activities

During the Summer (May–August):

• Act as a hotel-style guest services representative for the Summer Accommodations Program

• Handle check-ins, check-outs, and guest inquiries

• Create guest reservations by phone or in person

• Collaborate with internal departments to ensure seamless guest experiences

General Responsibilities (Year-Round):

• Provide directions, parking information, and room keys to residents and guests

• Perform accounting tasks including float counts, processing payments, and invoice printing

• Maintain daily key inventories and reconcile logs

• Support move-in/move-out processes including room change paperwork and maintenance reporting

• Maintain inventory and organize supplies (including coffee bar)

• Handle lost and misplaced parcels or keys and escalate issues as needed

• Follow standardized university procedures and contribute to student safety and comfort

Qualifications & Requirements:

• Education: One-year post-secondary certificate or diploma

• Experience: Minimum 1–2 years in client or customer service roles preferred

• Technical & Administrative Skills:

  • Knowledge of parcel logging, inventory systems, and basic accounting

  • Comfort with front-desk operations and interacting with a diverse clientele

• Other Requirements:

  • Satisfactory Criminal Records Check

  • Vulnerable Sector Screening

• Soft Skills:

  • Strong communication, organization, and multitasking ability

  • Ability to deal with routine conflicts and deliver unwelcome information tactfully

  • Basic understanding of equity, diversity, Indigenization, and inclusion principles

Work Schedule:

• Summer Schedule:

  • Tuesday to Saturday: 3 PM to 11 PM

  • Sunday to Thursday: 3 PM to 11 PM

• Academic Year Schedule:

  • Monday to Friday: 8 AM to 4 PM or 11 AM to 7 PM

Note: Evening and weekend work is required.

Why Join Queen’s University?

• Be part of a vibrant and diverse community at one of Canada’s leading research universities

• Contribute to an inclusive student-focused environment

• Gain valuable experience in both student services and hospitality

• Competitive salary and stable full-time employment with benefits