Front Desk Lead - Residence

About Us

MacEwan University is where caring faculty help people connect their passions to their future paths. Located in the heart of Edmonton's diverse and dynamic downtown community, and on the traditional lands of Treaty 6 First Nations and homelands of the Métis people, MacEwan is known for exceptional undergraduate learning. With its dedication to teaching excellence, informed by scholarly research, innovation, and creative activity, MacEwan provides an exceptional collaborative and supportive learning environment with a commitment to human rights, environmental sustainability, and opportunities for community engagement. We are committed to creating an equitable, diverse, inclusive, and welcoming community for all peoples, cultures, and identities.

Our comprehensive undergraduate university offers 55 programs to more than 21,000 full- and part-time students in business, communications, community and human services, design, fine and performing arts, health, humanities, natural science, nursing, public safety, and social science. Through a wide array of experiential learning opportunities, and strategic relationships in the community, we partner with others to produce graduates of stature. Along with a robust grounding in their chosen disciplines, MacEwan students are given durable life skills that prepare them to take on the world.

Opportunity

MacEwan University is seeking a Front Desk Lead – Residence for a full-time 6-month replacement term opportunity with our Residence Services department.

Reporting to the Supervisor, Front Desk and Guest Services, the Front Desk Lead – Residence is responsible for coordinating the daily operations of the Residence front desk, which functions 24/7 year-round.

In this role, you will oversee and support front desk staff who serve as the primary point of contact for residents, guests, and the campus community. You will also be responsible for providing ongoing coaching and training, managing and updating staff schedules, and assisting the Supervisor with recruitment activities. The Front Desk Lead plays a key role in fostering a positive, customer-focused, and solution-oriented work environment while ensuring the consistent delivery of high-quality service to all residents and guests.

Key responsibilities include:

• Assessing and determining appropriate course and/or action when responding to concerns, issues and inquiries from students, staff, and/or public;
• Coordinating the scheduled audit of building keys including floor master keys, parking passes and equipment;
• Auditing student and guest check in packages;
• Following up and investigating pending tasks, events and work orders from the previous shift;
• Preparing and monitoring schedules, arranging shift coverage when necessary, including handling any last-minute adjustments to the schedule;
• Ensuring the front desk is open as scheduled, including evenings, overnights, and weekends, and that qualified staff are in place during these times;
• Monitoring the casual student staff, making sure all the Front Desk standard procedures and processes are firmly followed and properly carried out;
• Liaising with Facilities staff members, authorized third party contractors and office visitors regarding ongoing projects or work orders; and
• Participating in brainstorming meetings with Campus Services leaders to develop action plans that reflect the organization's strategic plan.

Skills

You will have:

• Excellent organizational and time management skills with keen attention to detail;
• Problem solving skills and the ability to prioritize multiple tasks;
• Excellent communication skills and active listening skills;
• Strong customer service and interpersonal skills, while taking an inclusive approach and interacting professionally with a variety of internal and external client groups, including residents and hotel guests;
• The ability to work independently and collaboratively as part of a team, demonstrate initiative, and take charge when necessary;
• The ability to maintain confidentiality and deal with situations in a professional, service-oriented, and tactful manner;
• Strong leadership skills;
• The ability to understand and follow processes; and
• Proficiency with Microsoft Office suite, including Word, Excel, Teams and other applications.

Qualifications

• A minimum of a post-secondary diploma in a related field. 
• A minimum of 2 years of progressive customer service experience. 
• Experience as a keyholder or team lead in a hotel or hospitality setting would be considered an asset. 
• Previous work experience in a post-secondary residence would be considered an asset. 
• Knowledge of StarRez would be considered an asset. 
• An equivalent combination of education and experience may be considered.

Position Requirements

• The ability to work a Monday to Friday schedule from 1:30pm to 9:30pm.

• The ability to share on-call coverage when needed. 
• The ability to work flexible and varied hours as workload requires during peak periods in residence for check-in, check-out, weekends and holidays. 

Benefits

When you become part of the MacEwan University team, you will enjoy a competitive salary. Our total compensation package includes:

• Competitive base pay
• Continuous learning culture
• Opportunities for career growth

How to Apply

To apply, please head to our MacEwan University Opportunities Page, select the job opportunity and click Apply Now. If you require assistance, please contact us at careers@macewan.ca.

If you are experiencing technical difficulties when submitting your application, please try submitting through a different browser (i.e., Safari, Firefox, Chrome, etc.). If the issue persists, please send a screenshot of the error message to careers@macewan.ca so we can assist and ensure your application is received.

This position is included under the MacEwan Staff Union Collective Agreement.

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

Diversity Statement

MacEwan University is committed to fostering the principles of equity, diversity, and inclusion within our community, and we are dedicated to removing barriers that have been historically encountered and are currently experienced by some members of our society. We welcome and encourage applications from Indigenous peoples, racialized persons, visible minorities, women, persons with disabilities, sexual and gender minorities, and members of all equity-deserving groups. We believe that the diversity of our students, staff, and faculty serves as a strength of our institution and benefit to society. We are committed to ensuring full and inclusive participation for all in our community.

Accessibility Statement

We strive to provide an inclusive and barrier-free work environment, beginning with the hiring process. If you require accommodation, we want to ensure you have the support you need to showcase your abilities. Please contact humanresources@macewan.ca and we will support you to the best of our ability.