Customer Services Assistant

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Hiring Unit:

Student Housing & Hospitality Services

Position Summary:
Under the direction of the immediate supervisor, participates in the customer service and merchandising activities of the unit. Provides information regarding the unit’s policies, products and equipment and makes recommendations based on customer requirements. Provides customer services such as receiving payments, giving demonstrations, and prioritizing and processing requests for service.

Major Duties and Responsibilities:

. Able to accurately make guests’ reservations while implementing service standards set out by the University.
• Answer all incoming phone, fax and e-mails.  Able to operate multi-line phone and a heavy e-mail volume.
• Provide guests with information on local attractions.
• Resolve or refers to Management all guest concerns, complaints or suggestions in a continuous effort to provide superior guest service.
• Remains current on room rates, room availability and billings.
• Remains current on groups and property events.
• Assists the Front Desk Supervisor as needed.

• Proven experience in check in/out functions of the front desk.
• Able to stay calm in difficult situations. 
• Must be able to maintain focus in a high volume, fast-paced environment.
• Must be able to multi-task.

. Knowledge of French and English. McGill University is an English-language university where day to day duties may require English communication both verbally and in writing.

The list of duties and responsibilities outlined above is representative and not a complete and detailed list of tasks which may be performed by an employee whose position has been matched to this generic job description.
Other Qualifying Skills and/or Abilities:

Able to assist the Accommodations Supervisor with additional summer workload including but not limited to Group and Housekeeping coordination, other clerical needs. Previous hospitality or customer service experience required. Able to stay calm in difficult situations. Able to deal with high volume, fast-paced environment. Must be able to multi-task. Transmit and receive information accurately ensuring guests confidentiality, comfort and satisfaction. Experience in troubleshooting all customer-related issues ensuring excellent service. Able to help out front desk on occasion. Be the liaison between staff and the Accommodations Supervisor. Demonstrated ability to work in a Pc environment, knowledge of word and excel.

Additional information:

The period of this contract will be from April 30, 2023 to September 2, 2023 (Summer 2023 business).

Work schedule may vary, according to the summer needs as follows: between Sunday to Saturday: 7am-3pm or 3pm to 11pm or 11am to 7pm or 11pm to 7am.

Minimum Education and Experience:

DEP - Office Systems 2 Years Related Experience / DEP - Secretarial Studies

Hourly Salary:

(MUNACA Level D) $25.42 - $31.51

Hours per Week:

33.75 (Full time) Sunday, Monday, Tuesday, Wednesday, Thursday, Friday, Saturday

Supervisor:

Accommodations Supervisor (ER)

Position End Date (If applicable):

2023-09-02

Deadline to Apply:

2023-03-28

McGill University hires on the basis of merit and is strongly committed to equity and diversity within its community. We welcome applications from racialized persons/visible minorities, women, Indigenous persons, persons with disabilities, ethnic minorities, and persons of minority sexual orientations and gender identities, as well as from all qualified candidates with the skills and knowledge to productively engage with diverse communities. McGill implements an employment equity program and encourages members of designated groups to self-identify. Persons with disabilities who anticipate needing accommodations for any part of the application process may contact, in confidence, [email protected] .