1.

Position Summary and Job Magnitude The Residence Services Representative is responsible for responding to student and guest inquiries, service requests, and carrying out daily operational duties. They must be able to listen and understand the needs of guests and students and deliver the appropriate level of service, striving for high customer service satisfaction at all times.

The Residence Services

Representative will work out of the front desk of the residence and have a high level of interaction with students and guests, as well as all members of the residence staff team.

2. Essential Functions and Basic Duties

- Demonstrate a high degree of customer service on phone calls, via email, and in person
- Utilize Campus Living Centres� computer software
- Financial administration, including processing payments, invoices, and reviewing accounts
- Maintain video surveillance and ensure that cameras are recording at all times
- Communicate pertinent information between staff
- Maintain student and guest privacy
- Knowledge of emergency procedures and on-call staff procedures
- Know who to contact for various situations, including residence staff and facility contractors
- Ensure the room status is updated from the housekeeping department
- Handle in a skilled manner; reservations, check-ins, check-outs, and account settlement
- Maintain the appearance of the desk, lobby and office area at all times
- Understanding of building departments, including maintenance, housekeeping, residence life, and conference and sales
- Responsible for the front desk operations, including: making guest key cards, payments, financial administration, producing office reports, and keeping key areas tidy and organized
- Ensures building keys are used appropriately and responsibly
- Any other duties as assigned

Health & Safety

- Work in the manner and with the protective devices, measures and procedures required by the OHSA, regulations, and Campus Living Centres (e.g. wearing safety shoes, confining hair, jewelry, or loose clothing around moving parts, etc).
- Online training modules and in-person training must be completed before starting regular duties.
- WHMIS 2015 and GHS system,



and standard operating procedures training must be completed prior to beginning regular duties.

3. Qualifications

Education: High School Diploma, some College or University preferred

Skills/Abilities:

- Must possess excellent verbal communication skills
- Must possess excellent customer service skills
- Must possess positive attitude
- Work independently without constant supervision
- Must be able to handle multiple projects at once

Experience Required: Minimum of 1 year industry experience or equivalent customer service experience.

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R�sum� du poste et ampleur des responsabilit�s

Le Repr�sentant des services en r�sidence est charg� de r�pondre aux demandes de renseignements des �tudiants et des invit�s, de traiter les demandes de service et d�ex�cuter les t�ches op�rationnelles quotidiennes. Il doit �tre capable d��couter et de comprendre les besoins des invit�s et des �tudiants, et de fournir un niveau de service appropri� en visant en tout temps une excellente satisfaction de la client�le.

Le Repr�sentant travaille � la r�ception de la r�sidence et interagit fr�quemment avec les �tudiants, les invit�s ainsi qu�avec tous les membres de l��quipe de la r�sidence.

2. Fonctions essentielles et t�ches principales

- Faire preuve d�un haut niveau de service � la client�le au t�l�phone, par courriel et en personne
- Utiliser les logiciels de Campus Living Centres
- Assurer des t�ches administratives financi�res, incluant le traitement des paiements, des factures et la v�rification des comptes
- Surveiller les syst�mes de vid�osurveillance et s�assurer du bon fonctionnement de l�enregistrement
- Communiquer les informations pertinentes entre les membres de l��quipe
- Assurer la confidentialit� des �tudiants et des invit�s




- Conna�tre les proc�dures d�urgence et les proc�dures du personnel de garde
- Savoir qui contacter selon les situations, y compris le personnel de la r�sidence et les entrepreneurs
- S�assurer que le statut des chambres est � jour selon les informations du service d�entretien m�nager
- G�rer de fa�on professionnelle les r�servations, les arriv�es (check-in), les d�parts (check-out) et le r�glement des comptes
- Maintenir en tout temps la propret� et l�apparence de la r�ception, du hall et du bureau
- Avoir une bonne compr�hension des diff�rents services de l�immeuble (maintenance, entretien m�nager, vie en r�sidence, conf�rences et ventes)
- �tre responsable des op�rations de la r�ception, incluant la gestion des cartes-cl�s, les paiements, l�administration financi�re, la pr�paration de rapports et l�organisation des espaces
- Veiller � l�utilisation appropri�e et s�curitaire des cl�s de l�immeuble
- Effectuer toute autre t�che connexe assign�e

Sant� et s�curit�

- Travailler conform�ment � la Loi sur la sant� et la s�curit� au travail (LSST), aux r�glements et aux politiques de Campus Living Centres (ex. : port de chaussures de s�curit�, contr�le des cheveux, des bijoux ou des v�tements amples � proximit� de pi�ces en mouvement, etc.)
- Compl�ter les formations en ligne et en personne avant d�assumer les t�ches r�guli�res
- Compl�ter la formation SIMDUT 2015, le syst�me SGH (GHS) ainsi que les proc�dures op�rationnelles normalis�es avant de commencer les t�ches r�guli�res

3. Qualifications

Formation :

Dipl�me d��tudes secondaires requis; �tudes coll�giales ou universitaires constituant un atout

Comp�tences et aptitudes :

- Excellentes comp�tences en communication verbale
- Excellentes aptitudes en service � la client�le
- Attitude positive
- Capacit� � travailler de mani�re autonome sans supervision constante
- Capacit� � g�rer plusieurs t�ches simultan�ment

Exp�rience requise :

Minimum d�un an d�exp�rience dans le domaine ou exp�rience �quivalente en service � la client�le

📌 Residence Services Representative (Montreal)
🏢 Campus Living Centres
📍 Montreal