Welcome Centre Coordinator

University of British Columbia - Vancouver, BC (30+ days ago)

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Job Posting

Job ID:
36534

Location:
Vancouver - Point Grey Campus

Employment Group:
Paymaster

Job Category:
Paymaster

Classification Title:
Alumni Assoc Employee

Business Title:
Welcome Centre Coordinator

VP/Faculty:
VP Developmt & Alumni Engagemt

Department:
Alumni Association

Full/Part Time:
Full-Time

Ongoing:
Yes

Desired Start Date:
2020/02/17

Funding Type:
Budget Funded

Closing Date:
2020/01/29

Available Openings:
1

Salary Range: $49,090 - $58,932 - $70,717

Job Summary

This position supports the foundation for the unique and exceptional customer service and engagement of the Welcome Centre and Robert H Lee Alumni Centre (RHLAC). The Coordinator, UBC Welcome Centre supports the planning with an eye on growth of activities that maximize the alumni and visitor experience to UBC. The incumbent will be an exceptional results-oriented problem solver, s aiming to increase visitor utilization, awareness and satisfaction. This position will support the administrative operations front and back of house along with content management, training and support for the new Alumni App programming. The coordinator will act as an ambassador for the UBC and alumni UBC brand and will be critical in developing, cultivating and strengthening relationships between UBC and the University's alumni, donors and friends, as well as other University partners. The Robert H. Lee Alumni Centre is more than a building, it is a welcoming and engagement opportunity for everyone who visits campus. This role plays an integral role in shaping the UBC experience for alumni, donors, visitors, and campus community members.

Organizational Status

Reports to the Manager, UBC Welcome Centre with direction also provided by alumni UBC Communications team. It is a member of the Alumni Facilities Team that includes the Managers of the Robert H. Lee Alumni Centre and Cecil Green Park House.

Helps support up to 25 student employees. Liaises with a variety or partners both internal and external to UBC including alumni, donors, the general public and visitors, campus partners and departments, service providers, and colleagues in the DAE portfolio.

Work Performed

Ensures that the "public face" of the RHLAC is maintained to exceptional standards and that alumni, donors, and visitors receive a positive experience and that accurate, courteous and professional customer service is provided and maintained.
Responsible for continually improving and updating the training program for 25+ RHLAC student staff to ensure that all visitors to the RHLAC receive an exceptional and consistent experience.
Manages weekly scheduling of all RHLAC student staff with Venue Associate. As well as ensuring all necessary training has been organized and completed.
Responsible for recruitment, training, development and coaching of Welcome Centre and RHLAC facility student employees.
Develops programming and services to expand utilization of the Welcome Centre by both external and internal audiences. Will be charged with supporting the current campus tour program and helping to expand its offerings.
Plans and manages key Welcome Centre programming and events, such as but not limited to Graduations, Tourism Challenge. Manages the budget for events and individual programs.
Develops manuals and operations guides as required for Welcome Centre and Facilities.
Works with Alumni Communications to manage content of the Alumni App. The work will include but not be limited to; overseeing data entry between multiple programs; managing geofencing; providing weekly, quarterly reporting; analyzing usage and alumni points/activities scores.
Oversees overall user support for the Alumni App. Ensures assistance to the web browser online journal form, managing admin user permissions and provides onsite/and over the phone support. Trains student ambassadors on how to support end-users of the app.
Works closely with Alumni and DAE teams to identify issues that arise with the Alumni App and works creatively and collaboratively to oversee solutions.
Manages and ensures a daily walk through of the main floor of the Robert H Lee Alumni Centre to identify issues requiring attention, facilitates necessary maintenance or cleanup required, and/or report exceptional circumstances [i.e. major facility repair, attempted break-in] to Manager, UBC Welcome Centre or Venue Associate as appropriate, in most timely manner available.
Collects, analyzes and reports on visitor data to make recommendations to improve service levels, standards, policies, procedures, and benchmarks.
Is available for occasional weekend and evening work. Is also contactable after work hours in case of infrequent building or staffing emergencies.
Performs other duties as required.
Position is Monday to Friday, 7.30am-3.30pm and part of your day will be positioned at the Welcome Centre desk.

Supervision Received

Work is done under general supervision. Performs most duties independently, consulting supervisor with reference to new or complex problems but will be empowered to make decisions in the best interests of our guests.

Supervision Given

Welcome Centre Coordinator will be given the ability to manage front of house Welcome Centre staff, including student workers and volunteers.

Consequence of Error/Judgement

The Welcome Centre Coordinator is the initial and possibly only point of contact for many of our visitors and as such, the incumbent must be able to provide the best possible service, as they will impact relationships with the community, alumni and other stakeholders who are vital for UBC. The Welcome Centre Coordinator must tactfully respond to requests and complaints and is expected to exercise judgment, diplomacy and tact in all interactions associated with the function of this position. Failure to exercise appropriate judgment could damage the reputation of alumni UBC and/or the university, and result in alienation of alumni members and volunteers, university faculty members and officials.

Qualifications

Undergraduate degree in a relevant discipline. . Minimum of two years' experience or the equivalent combination of education and experience. Genuine interest in helping our guests have the best possible experience in the building and while visiting UBC. Aptitude for acquiring new information quickly and regularly and deciding how that information should be used. Ability to handle customer inquiries in a friendly, patient manner to resolve customer complaints tactfully. Comfort in making decisions and recommendations and taking initiative. Ability to maintain composure and professional demeanor in a busy environment. Is approachable and speaks in a clear confident voice. Possesses a service mentality and enjoys working in the public realm. Ability to prioritize work with conflicting demands, multi-task and meet deadlines. Intermediate computer skills with strong knowledge of Word, Excel and email. Basic experience with HTML or comfort level in learning. Excellent knowledge of UBC Vancouver required. Proven experience finding information in a complex environment.

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Equity and diversity are essential to academic excellence. An open and diverse community fosters the inclusion of voices that have been underrepresented or discouraged. We encourage applications from members of groups that have been marginalized on any grounds enumerated under the B.C. Human Rights Code, including sex, sexual orientation, gender identity or expression, racialization, disability, political belief, religion, marital or family status, age, and/or status as a First Nation, Metis, Inuit, or Indigenous person.

All qualified candidates are encouraged to apply; however Canadians and permanent residents will be given priority.