Job Description

FRONT DESK OPERATIONS LEAD

ROUND HOUSE, CAMPUS SERVICES

Competition No.

25.06.171

CATEGORY

SALARY

CLOSING DATE

Full-Time Replacement Term (35 hours per week) MSA Band D (Steps 1-8): $26.083 - $37.932 per hour. $47,471 - $69,036 per annum (Based on 35 hours per week). July 6, 2025

About Us

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MacEwan University is where caring faculty help people connect their passions to their future paths. Located in the heart of Edmonton's diverse and dynamic downtown community, and on the traditional lands of Treaty 6 First Nations and homelands of the Metis people, MacEwan is known for exceptional undergraduate learning. With its dedication to teaching excellence, informed by scholarly research, innovation, and creative activity, MacEwan provides an exceptional collaborative and supportive learning environment with a commitment to human rights, environmental sustainability, and opportunities for community engagement. We are committed to creating an equitable, diverse, inclusive, and welcoming community for all peoples, cultures, and identities.



Our comprehensive undergraduate university offers 55 programs to more than 19,000 full- and part-time students in business, communications, community and human services, design, fine and performing arts, health, humanities, natural science, nursing, public safety, and social science. Through a wide array of experiential learning opportunities, and strategic relationships in the community, we partner with others to produce graduates of stature. Along with a robust grounding in their chosen disciplines, MacEwan students are given durable life skills that prepare them to take on the world.

Opportunity

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MacEwan University is seeking a motivated and energetic Front Desk Operations Lead for an 18-month replacement term opportunity with our Round House department within Campus Services. You will be responsible for overseeing and providing direction and support for all aspects of the USC and Round House Front Desk Operations. This position recruits, schedules, supervises and trains all front desk staff, creating and supporting a positive, solution-oriented and customer-focused work environment.


Key responsibilities include:

Providing training, motivation, leadership, supervision and ongoing professional development of front desk staff; Supervising and leading all staff including the assignment and monitoring of workload, preparing schedules and managing labour costs to ensure most effective utilization of resources while responding to regular operations and fluctuations in the business; Leading the development and implementation of the Hospitality Services customer service program that is customer based and supports a quality customer experience; Identifying opportunities for process improvements and making recommendations for change and implementation; Assessing and determining the appropriate course and/or action when responding to concerns, issues and inquiries from students, staff, and/or public; Maintaining day-to-day organization of all aspects of the front desk operation including designating tasks to casual front desk staff and ensures completion in a time-efficient and effective manner; Developing marketing materials, digital content, and promotional campaigns to increase awareness of hospitality services, catering options, MacEwan Eats, Midweek Articles, and events; and Working closely with the Hospitality Manager and Hospitality Consultant to support event planning, logistics, and catering execution of multiple events on campus.
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SKILLS

You will have:

Strong interpersonal skills including excellent verbal and written communication skills; The ability to complete all work in an accurate and thorough manner, with a high attention to detail; The ability to work independently as well as in a team setting, be proactive, and take initiative when necessary; Strong problem-solving and decision-making skills; The ability to maintain confidentiality and deal with situations in a professional, service-oriented manner. The ability to work in a stressful, fast-paced environment with competing priorities. The ability to learn new software quickly; and Flexibility and adaptability to embrace new challenges.
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QUALIFICATIONS

A minimum of a 2-year post-secondary diploma in office administration, business or a related field. A minimum of 3 years of related experience in a customer service environment. A minimum of 3 years of supervisory experience. Experience with data entry and using Microsoft Word, Excel, and Google Applications. Experience using social media platforms. Experience overseeing Front Desk operations would be considered an asset. An equivalent combination of education and experience may be considered.
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POSITION REQUIREMENTS

Required to share on-call coverage in evenings and weekends.
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BENEFITS

When you become part of the MacEwan University team, you will enjoy a competitive salary. Our total compensation package includes:

Competitive base pay Generous vacation time Flexible benefits package Continuous learning culture * Opportunities for career growth