Residence Front Desk Representative

Description:

Queen’s University is hiring Residence Front Desk Representatives to join its Housing & Ancillary Services team. This is a dynamic customer service position that supports both the academic year and summer operations of the university’s residence system, which accommodates nearly 5,000 students in 18 buildings and transforms into hotel-style accommodation during the summer months.

The role is essential for delivering seamless, high-quality service to students, residents, and summer guests. Representatives are the first point of contact for visitors and residents, responsible for managing front desk operations, including key distribution, parcel handling, guest check-ins, reservation coordination, and administrative tasks.

This is an excellent opportunity for individuals with a passion for customer service and administrative work in a fast-paced, student-centered environment.

Key Responsibilities:

During Academic Year (Sept–April):

• Manage secure parcel receiving and distribution for residents.

• Receive, log, and sort mail and courier deliveries.

• Provide assistance to students with room lockouts, lost keys, and housekeeping requests.

• Perform daily key inventory audits and coordinate with maintenance teams.

During Summer Season (May–Aug):

• Transition to hotel-style guest service duties.

• Handle check-ins, check-outs, and reservations for conference attendees and tourists.

• Serve as the main point of contact for summer guests.

General Duties:

• Deliver exceptional customer service to students, guests, and staff.

• Give campus directions, parking information, and manage key distribution.

• Conduct accounting-related tasks such as payment processing, float counts, and invoice printing.

• Support administrative activities including filing, record-keeping, inventory control, and coffee bar maintenance.

• Liaise with couriers, campus partners, and internal service departments.

• Perform other clerical tasks or support functions as needed.

Required Qualifications:

• One-year post-secondary certificate or diploma (or equivalent combination of education and experience).

• 1–2 years of experience in customer service or client-facing roles.

• Satisfactory Criminal Records Check and Vulnerable Sector Screening required.

Skills and Competencies:

• Strong communication and interpersonal skills.

• Ability to provide courteous, clear, and concise information.

• Organized, dependable, and capable of handling clerical and logistical tasks.

• Ability to work evenings and weekends as per shift requirements:

  • Summer Hours: Tuesday–Saturday 3–11pm and Sunday–Thursday 3–11pm

  • Academic Year: Monday–Friday 8am–4pm or 11am–7pm

• Problem-solving skills and ability to follow procedures with attention to detail.

• Familiarity with university policies and sensitivity to diversity, equity, and inclusion.