Position Title: Team Lead (TL)
Number of Positions Available: 2-4
Term of Position: March – August 2020
Hourly Wage: $18.00
Reports To: Assistant Director, Conference Services

Incumbents will work a maximum of 35 hours a week, which will include weekend and evening work in varying shifts as scheduled according to business demands; flexibility is required. Must be available to be contacted outside regular office hours.  May be required to fill-in occasional daytime and/or Overnight Guest Services Agent shifts, where necessary. All staff are required to attend a mandatory paid training period, which will be scheduled for mid-March. Part-time schedule for March and April and full-time schedule will start in May.

Conference Services Overview

With over 3,000 beds, Carleton’s residences transform into Ottawa’s largest hotel in the summer. Conference Services supports the planning and execution of a wide variety of conferences and events taking place on campus, and many of the attendees stay in our residence facilities during the summer season. The conferences range from multi-week events with international delegates and prominent academic seminars to language camps, school groups, sports teams, professional delegates and students. Our goal is to exceed service excellence standards while providing conference planning, accommodations and event support.

The Team Leads will work to support our clients and ensure an excellent experience at Carleton University from start to finish. The position is located at the Guest Reception Desk, 234 Residence Commons.

Job Requirements

  • Knowledge of the University, the campus, and the various services offered, as well as a reasonable knowledge of the Ottawa area.
  • High levels of professionalism and a strong understanding of service excellence and public relations.
  • Organizational and administrative ability, including an exceptional attention to detail.
  • Strong problem solving skills and the ability to work well under pressure, including the ability to manage competing priorities.
  • Ability to work both independently and as part of a team.
  • Proven ability to exercise good judgment.
  • Ability to lift up to 15 kg.
  • Flexibility regarding scheduling. Schedules are subject to change, sometimes with short notice.
  • Proven leadership skills and demonstrated initiative
  • Experience processing financial transactions; financial reconciliation experience is an asset
  • Knowledge of and experience in hospitality management is an asset.

Core Responsibilities

In addition to the standard GSA duties, Leads are expected to:

  • Coordinate daily arrivals, departures, and no shows, including preparing key packages and room checks
  • Prioritize and delegate tasks, staff breaks and coordinate daily operations in accordance with business demand
  • Reconcile financial transactions and audit outstanding balances on account
  • Review and update departmental logs, including the University Lost and Found Database and Parking Portal; follow-up on outstanding items
  • Ensure all individual guest and group information is accurate and communicate details to the team
  • Make decisions in absence of the Professional Services Staff, providing reports at the end of each shift
  • Assist with preparing GSA training
  • Oversee key preparation for schools, accommodation only groups, and early academic arrivals
  • Problem solving any guest conflicts, interactions, comments and concerns
  • Other duties as required

Computer Software, Equipment And Machinery Used

  • Event Management Software: Kinetics Solutions.
  • Microsoft Office Suite: Excel spreadsheets, Word documents, Outlook e-mail.
  • Equipment: Point-of-Sale machine, telephone, cell phone, photocopier and scanner.
  • Machinery: Tunnel golf cart.

Shift And Training Requirements

  • Successful completion of AODA, Health & Safety Awareness, Violence and Harassment Prevention and other required training.
  • Vacation time is not permitted.
  • The Conference Services uniform must be worn at all times.
  • The incumbent is responsible for their own transportation to and from their scheduled shifts.

Application Instructions

Applications are due Friday, February 14 at 12:00 noon. 

Applicants must complete our application form, and attach a cover letter and resume along with the application outlining your work experience and skills as they directly relate to the position to which you are applying.

Applications can be completed online, emailed to CSHire@carleton.ca or submitted in-person, during regular office hours, to Conference Services, Room 172, Residence Commons.

Apply Now!