Residence Desk Manager in Training

Department: Facilities and Desk Services
This position is represented by the agreement between the Professional Staff Association and the University of Guelph

Temporary full-time from 07/14/2025 to 07/13/2027 

If you are a current employee of the University of Guelph you must apply on the internal Career Page in order to be considered as an internal applicant. 
Career Opportunities (sapsf.com) 

General Purpose

The Desk Services Manager in Training (DSMiT) will support daily management of residence services, including desk services, maintenance tracking and general client satisfaction within the University of Guelph residence system.

The single student residence system is composed of 11 traditional student residences which can be grouped into four geographical areas of focus: North, South, East, and West. The DSMiT oversees the delivery of desk services to a community of approximately 350 students living in West Village.

The DSMiT will work primarily non-traditional hours according to the needs of the residence community, and should expect typical working hours to fall between 12:00pm-12:00am and on weekends.

This position is required to be fulfilled entirely on-campus (Guelph Campus).

Duties & Responsibilities

Primary duties and responsibilities include, but are not limited to:

• Oversee the daily operations of the West Village Desk by planning, organizing, and optimizing systems and processes to ensure efficient service delivery.
• Schedule and manage approximately 6 student desk staff.
• Monitor, manage, and troubleshoot the flow of information and timely resolution of services including work orders, lock outs, and emergency response.
• Identify opportunities for process improvements to enhance efficiency and customer experience.
• Anticipate changes in service requirements based on developing trends and knowledge of the post-secondary student cycle.
• Deliver exceptional customer service by addressing inquiries from students, faculty, and staff via email, phone, and in-person interactions.

Learning Outcomes

1. Leadership & Supervision

• Demonstrate effective leadership and team management skills, including scheduling, conflict resolution, and performance feedback.
• Model and promote professionalism, accountability, and a respectful workplace culture among desk staff.
• Understand and apply inclusive leadership practices in a diverse student environment.

2. Customer Service & Communication

• Deliver consistent, high-quality customer service to residents, guests, and university staff.
• Communicate clearly and professionally in-person, over the phone, and in written correspondence.
• Effectively handle difficult conversations or resident concerns with empathy, discretion, and policy knowledge.

3. Operational Knowledge

• Understand and oversee key desk operations including check-ins/check-outs, key control, mail and package handling, and access systems.
• Accurately manage desk documentation, logs, and incident reports using appropriate software and protocols.
• Ensure adherence to university policies, confidentiality guidelines, and safety procedures.

4. Crisis & Emergency Response

• Identify potential emergency situations and respond appropriately according to residence protocols.
• Coordinate with the Campus Safety Office, Residence Life Staff, Facilities and emergency services during incidents.
• Complete and review incident reports with clarity and attention to detail.

5. Professional & Personal Development

• Reflect on feedback and self-assess to identify areas of growth in leadership and operational capabilities.
• Exhibit time management, initiative, and adaptability in a fast-paced, student-focused environment.
• Participate actively in training sessions and apply learned concepts in day-to-day desk operations.

Requirements

The University recognizes that no one individual will have the following skills/experience in equal measure but the qualifications below will be used to assess the suitability of candidates throughout the process:

• Two (2) year Community College diploma (undergraduate degree preferred)
• 1 year of relevant work experience
• Proficiency in Microsoft Office Suite, particularly Excel, Teams, and SharePoint
• Experience with StarRez, or  demonstrated ability to learn new software applications quickly
• Above average decision-making and troubleshooting skills
• The ability to demonstrate a high level of confidentiality, attention to detail, and accuracy

Employee Type: Temporary 
Position Number: 10921980 
Classification: P&M FT- Band 01    
Professional/Managerial Salary Bands 

*Tentative evaluation; subject to committee review.

At the University of Guelph, fostering a culture of inclusion is an institutional imperative. The University invites and encourages applications from all qualified individuals, including from groups that are traditionally underrepresented in employment, who may contribute to further diversification of our Institution.

Posting Date:  06/06/2025  
Closing Date:  06/13/2025