Residence Front Desk Representative - Queens University

The Housing and Ancillary Services team manages close to 5,000 student beds in 18 residence buildings, as well as off-campus rental apartment and housing properties, three dining halls, numerous retail foodservice locations on campus, the Donald Gordon Hotel and Conference Centre, Event Services and the University Club.  Residence buildings also provide temporary accommodations for the summer conference, events and tourism markets. Revenue and services from these units support vital student life programs and contribute to the University's learning environment.

Queen's Residence Life and Services is committed to providing an experience aimed at fostering the educational and personal growth of its residents. The Residence Life and Services staff team is dedicated to the development of the whole student, promoting diversity, accountability, independence and success in a broader learning environment. This is a dynamic and engaging frontline opportunity for a Desk Services Representative. The role is designed to support both the academic-year and summer operations of Residence Life and Services.

View full job description on our Careers webpage.

During the academic year (September–April), Desk Services Representatives are assigned to one of two streams:

1. Parcel Distribution: Managing the secure and organized distribution of mail and packages to students.
2. Parcel Receiving: Receiving and processing incoming deliveries from various couriers, ensuring timely and accurate intake for student pickup.

These roles involve daily interaction with students and external stakeholders (e.g., mail service providers) and require strong organizational and communication skills.

During the summer season (May–August), the Desk Services Representative transitions to a hotel-style front desk role, supporting our Summer Accommodations Program. Responsibilities include guest check-ins and check-outs, reservation coordination, and providing information and support to conference attendees, tourists, and other visitors. This position offers a unique blend of student service and hospitality experience in a university setting. The successful candidate will work closely with multiple departments and service providers, contributing to a positive and seamless experience for students and guests alike.

This position provides customer service to residents and guests entering the residence building including giving directions and parking information, and providing keys. This position performs accounting processing activities including float counts, application of payments, room charges, reconciliations, and invoice printing. This position performs clerical and administrative activities including filing, organizing paperwork, keeping inventory, and maintaining coffee bar. This position also processes paperwork for room change requests, lost keys, and housekeeping issues, and advises maintenance on issues that require their attention.

The schedule for this position requires the incumbent to work evenings and weekends.

What you will do

• Provides customer service to residents and guests entering the residence building including giving directions and parking information, and providing keys.
• Performs accounting processing activities including float counts, application of payments, room charges, reconciliations, and invoice printing.
• Performs clerical and administrative activities including filing, organizing paperwork, keeping inventory, and maintaining coffee bar.
• Performs daily key inventory audits.
• Supports move in and move out day for students by processing paperwork for room change requests, and advising maintenance for lost keys, room lockouts, or other room maintenance or housekeeping issues.
• Receives, sorts and delivers mail to mailboxes, and provides notifications for parcel pickup.
• Receives and signs for incoming parcels from couriers and maintains accurate parcel logs and records.
• Distributes parcels efficiently and investigates and resolves lost or misplaced parcels.
• Liaises with couriers, campus partners and internal teams regarding deliveries.
• Creates guest reservations by phone and in person.
• Other duties as required in the support of the department and/or unit.

Required Education

• One-Year Post Secondary Certificate or Diploma.

Required Experience

• More than 1 year and up to and including 2 years of experience.
• Experience in client and/or customer experience functions considered an asset.
• Required Licenses and Certifications
• Satisfactory Criminal Records Check required.
• Vulnerable Sector Screening required.
• Consideration may be given to an equivalent combination of education and experience.

Job Knowledge and Requirements

• Basic knowledge of standardized, work procedures, general facts, or the use of simple equipment that is typically acquired through on the job training.
• Provide clear, concise information to others that requires basic courtesy and minimal explanation or interpretation.
• Ability to relay unwelcome information or deal with minor conflicts/complaints.
• Prioritize own work to deliver objectives on time and to meet standards and expectations.
• Follows direction and seeks clarification when required.
• Resolve recurring problems and situations using established procedures and guidelines.
• Bring forward problems, obstacles or challenges to work completion in a timely manner so deadlines continue to be met.
• Awareness of human rights, diversity, equity, Indigenization and inclusion.
• Understand university specific processes and policies to address human rights or equity concerns.

Please apply online at:
https://clients.njoyn.com/CL4/xweb/xweb.asp?clid=74827&page=jobdetails&jobid=J0625-0782&BRID=EX417080&SBDID=21474&LANG=1.