Co-ordinator, Desk Services and Operations - Waterloo, Canada - University of Waterloo

University of Waterloo

Verified Company

Waterloo, Canada

2 weeks ago

Posted by:

Sophia Lee

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Description

Overview:

Term: 2 years

The Coordinator, Desk Services and Operations is responsible for the coordination of Front Desk operations which includes scheduling and supervision of all Front Desk student-staff in five residence communities.

This includes liaising with the Residence Life and Residence Learning teams, as well as other members of the Department of Campus Housing, and various campus partners to contribute to the advancement of the department's goals regarding student services and customer experience.

As a member of the Residence Services Management Team, the Co-ordinator is responsible for supervisory duties that directly impact the customer experience at each residence front desk, as well as contributing to a positive team culture amongst student-staff.

The Co-ordinator, Desk Services and Operations is part of an interdependent and collaborative team committed to integrating the student voice and connecting research and evaluation to our practice in order to continuously build on our understanding of our students' wants and needs and on our knowledge of how living environments contribute to student success.

Our curricular approach facilitates the design and delivery of experiences and services so that students achieve priority developmental and educational outcomes.

Responsibilities:

Student-Staff Scheduling

Schedules atthedesk onboarding training for all new staff
Plans and schedules training for all returning staff based on their level of experience and needs
Prepares monthly schedules for 2575 staff (over 700 shifts per month) at five front desk locations
Educates studentstaff on time management and works with staff to create schedules that allow them to balance their work, academic schedules and extracurricular commitments
Manages all shift trades, time off requests, and emergency coverage situations during business hours
Adheres to legislative policies and procedures (i.e. University of Waterloo, Employment Standards Act, etc.) relating to scheduling of staff in the incumbents area (i.e. overtime, statutory holidays, vacation, etc.)

Leadership and Supervisory

Effectively supervises Team Leaders and facilitates weekly meetings to review issues, provide opportunities for personal and professional development, providing daytoday guidance to problemsolve issues within assigned areas
Supervises Front Desk Trainers throughout the term to ensure that onboarding and ongoing training of studentstaff is successful
Supervises Front Desk Assistants (FDAs) outlining clear expectations and responsibilities, ensuring studentstaff are performing in accordance with departmental policies, values and processes
Effectively measures and evaluates performance of direct reports, delivering evaluations to staff through both formal termly evaluations and informal methods such as regular feedback/coaching
Consults with Desk Services Leadership team to identify areas for individual/team improvement. Uses feedback to create and execute a development plan
Provides leadership in oneonone conversations, and team meetings and addresses team conflict fairly and professionally

Orientation and Training

Designs and facilitates two large scale, twoday studentstaff training each year (April and August) and three multiday leadership staff training each year (April, August, and December)
Collaborates with Program Resources Coordinator on logístical considerations for studentstaff training and leadership events. This includes but is not limited to booking meals, making purchases through external stakeholders, preparing training schedules, workshop facilitation, space setup, and other administrative responsibilities
Shares learning/professional development goals of Front Desk studentstaff with the Project Coordinator, Recruitment Training and Development in order to create training sessions, build content or seek out facilitators/keynote speakers
Develops and continually assesses all aspects of atthedesk training and onboarding executed by the Front Desk Trainers to ensure that the Desk Services program is accommodating the needs and learning styles of all studentstaff
Prepares, updates and orders printed training materials for all studentstaff and student leaders each term

Front Desk Operations Management

Manages Team Leader, Front Desk Trainer and Front Desk Assistant programs and databases to ensure information (i.e. policies, processes, contacts, etc.) is uptodate
Develops crossfunctional processes in collaboration with other areas of the department to create/revise policies for their implementation
Oversees booking, documentation, and use of all residence spaces in public areas. This includes updating Outlook calendars, maintaining a document outlining all spaces and their functions and uses, and handling bookings of space for all external parties
Develops print and electronic communications to students regarding services offered

Special Projects