alumni UBC is the alumni association of The University of British Columbia, serving more than 360,000 in over 140 countries. It offers a variety of programming and communications to enrich UBC graduates' lives by empowering their personal growth and professional development, nourishing pride and enabling contribution to UBC. Since its founding in 1917, its goal has been to link alumni with the University and with each other, and to support the mission and activities of the University.

The Robert H Lee Alumni Centre is a friendly front door to UBC for all alumni and guests of our Point Grey Campus operating as concierge desk for campus, alumni and facility information.

JOB SUMMARY

This Coordinator, Welcome Centres and Facility Projects manages the unique and exceptional customer service and engagement of the Welcome Centers within the Robert H.

Lee Alumni

Centre (RHLAC). The Coordinator creates a welcoming and inviting space with an eye on growth of activities that maximize the alumni, clientand visitor experience to UBC. The incumbent will be an exceptional results-oriented problem solver, aiming to increase client and visitor awareness, utilization, and satisfaction. The Coordinator is 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, friends, and other University partners.

Core responsibilities include managing operations for front and back of house; hiring, training, and developing communication and deliverables for our UBC ambassador program, identifies and submits service requests through UBC Building Operations and third-party suppliers. The position is expected to provide an excellent level of customer service for our clients and guests.

ORGANIZATIONAL STATUS

Reports directly to the Manager, UBC Welcome Centre and Facility Projects. Works closely with Facility Sales, Events and Operations Managers and Coordinator, Welcome Centre and Facility Projects. Provides day-to-day direction, communication and leadership to upwards of 50 student employees.

Liaises with a variety of partners both internal and external to UBC including alumni, clients, 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 Robert H Lee Alumni Centre 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. Develops, leads and executes the front line services for both the first-floor welcome centre desk and third floor alumni welcome space.

Works to streamline the front desk ambassador responsibilities and programming involvement, with an aim to bring meaningful work to the position while managing daily staff budget allocation.

Works in partnership with the facilities team and audits essential booking, scheduling and financial data. Adjusts process and booking information as needed,



analyzes processes and makes recommendations to optimize services offered through our booking and rental services. Works with third party software to further design and develop sales and expense reports that are tailored to our business functions.

Regularly review data,and provide summary reports with recommendations to both the facility sales and operations staff on how best to optimize our processes. Provide key eye for detail, leadership with ability to make actionable decisions that will better affect event execution and general building operations.

Manages and evaluates all service requests in the building and financial costs for non-core projects. Manages and follows through the services projects to their completion, Provides financial approvals for UBC building operations and third-party suppliers.

Manages the development and execution of a robust training program for student ambassadors, to include online and in person knowledge testing with a focus on excellent customer service, employee safety and retention.

Manages, develops and maintains operational manuals for onsite staff, and regularly audits the central knowledge base held in Microsoft Teams to ensure all sales and operational information is up to date. This requires a keen eye for detail and content management of all training materials meant for front desk, specialized programming, and general alumni UBC information.

Reviews alumni student ambassador reports, identifies any potential HR, customer service or facility issues from these reports and identifies the actions to be taken to resolve the issues.

Audits operational procedures of our onsite staff and third-party vendors to ensure a high level of customer service and consistency of our alumni facility brand standards.

Manages the complex scheduling for all alumni student ambassadors, works with each department lead to ensure all shifts, communications, and instructions are up to date prior to scheduling deadlines. Regularly audits team availability to ensure staffing levels are maintained at the appropriate level. When required hires and trains additional staff to ensure that all service levels are met to ensure all programming and event success.

Manages and ensures a daily walkthrough of the main floor of the Robert H. Lee Alumni Centre is completed to identify issues requiring attention, and decides what needs attention immediately.

Creates weekly student ambassador communication to all student and facility staff. To include learning taken from ambassador reports, highlights of customer service and general HR information. The purpose of which is meant to inform and inspire.

It is available for occasional weekend and evening work. It is also contactable after work hours in case of infrequent building or staffing emergencies.





Performs other duties as required.

The position is in person, Monday to Friday, 7:30am-3:30pm, rotating mid-day between the Welcome Centres on the first and third floor.

CONSEQUENCE OF ERROR The Coordinator, Welcome Centres and Facility Projects 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 experience, as they will impact relationships with the community, alumni and other stakeholders who are vital for UBC. The 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. Errors may impact the effectiveness of the office, image, reputation and credibility of the Alumni Association and the University.

SUPERVISION RECEIVED

Works under direction within established guidelines but is expected to report any problems, collaboratively resolve problems, demonstrate initiative and exercise strong judgment. Work is evaluated against set performance expectations. Incumbent works with Manager Welcome Centre and Facility Projects for annual planning so as to develop an approved annual business plan to integrate with that of alumniUBC; participates in monthly reporting and team discussions with supervisor.

Daily, decisions made by the incumbent require autonomy and responsibility.

SUPERVISION GIVEN The Coordinator, Welcome Centers and Facility Projects will be given the ability to manage alumni student ambassadors, with day-to-day management focusing on the front Welcome Centers desk, event and labour teams.

Minimum Qualifications

Undergraduate degree in a relevant discipline. Minimum of two years of related experience, or the equivalent combination of education and experience.

- Willingness to respect diverse perspectives, including perspectives in conflict with one’s own
- Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion

Preferred Qualifications 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 setting. 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.

Pay: $71,577.00-$102,877.00 per year

Work Location: In person

📌 Coordinator, Welcome Centers and Facility Projects (Vancouver)
🏢 University of British Columbia
📍 Vancouver