Front Desk/Conference Associate
Overview
Under the supervision and guidance of the Catering & Conference Services Manager, conference associates will take daily direction and event information from the Conference Coordinators. Their main task is to act as a ‘runner’ for event clients (on-call for events, signage, set ups, av support etc.) and to support the hotel operation (Front Desk coverage for check in & check outs, room inspections and turnover support etc.)
Responsibilities
Event Support 40%
- Assist with organizing many aspects of client events such as checking on room set-ups, locking and unlocking of doors, confirming catering delivery, signage distribution (creation, pick-up, distribution, take-down), distributing parking passes, checking on work orders, and setting up audio visual equipment. For multi-day conference groups, added tasks include ensuring accommodations are ready, welcome kits are delivered and check-in packages are ready on time.
- During an event day, the CA would be on-call to assist with any issues that may arise
- Check in with clients on a regular basis during their event
- Call-ins from clients may include pick ups from various city businesses, assistance with AV equipment, changes to room set ups, additional equipment needs (ie. Flipcharts) or questions about University facilities, amenities or food services
- CA’s are required to monitor their time, prioritize tasks as they arise and pull in other staff members for support
Hotel & Group Accommodations 40%
- Cover Front Desk Shifts (Weekends, Holidays, Unexpected Absences); respond to emails with hotel or university information, confirming reservations, conducting check in & check out procedures, taking payments and offering advice, information, & directions to guests; “Open-Shift” and “Close-Shift” cash balancing responsibilities and procedures daily as directed by the Conference Coordinators or Manager
- Conduct Inspections as assigned by Conference Coordinators or Manager for hotel operations or group stays (May to Aug)
- Submit deficiencies from inspections to the Conference Associate Lead
- Regular rounds of year-round accommodations spaces; communicate deficiencies in public areas
- Regular rounds of summer hotel operations & overnight group areas; communicate deficiencies -
- Summer Operation: Midnight ‘On Call’ Overnight Shift rotation (2 to 3 per week)
Communication 10%
- Review events and complete shift summaries daily (CA Communication Board, Event Calendar, Daily Update, Daily To Do List)
Other Related Duties 10%
- Ad-hoc support for colleagues, guests, and clients (logged into the ‘Queue’ when clients in house & on shift)
- Suggest and implement ideas and programs for a positive guest experience at LakeheadU and Thunder Bay.
- Project Support as required
Qualifications
- Must hold a valid driver’s license (Full G-License Required for insurance purposes)
- *As a condition of employment, the incumbents must live on campus from May 8 to August 16 when scheduled for rotating on-call shifts; Must respond to after-hours guest issues and check-ins while on-call (On-site, shared staff housing provided May 1st to August 16, 2025.
- Must download ‘3CX’ mobile phone app to personal phone for on call system (monthly phone compensation provided)
- Must be able to work flexible hours including evening and weekends
- Must be able to organize own workload under minimal supervision; must require very little direction
- Must be able to deal courteously, professionally and effectively with staff and guests
- Ability to exercise tact, judgment and initiative
- Keen interest in organizing special events and hotel management is an asset
- Ability to work with computers and audio-visual equipment; proficient knowledge of PC computers and G-Suite, Microsoft Office, Internet and cloud-based programs
- Good verbal and written communication skills
- Must be comfortable and proficient when dealing with cash, credit cards and debit
- Ability to maintain the confidentiality of all materials handled
- SmartServe Certification is an asset
- First Aid and CPR training desirable
- Familiarity with Residence and Lakehead University campus is an asset
Lakehead University is committed to creating a diverse and inclusive environment and welcomes applications from all qualified individuals including women, racialized persons, Indigenous people, persons with disabilities, and other equity-seeking groups. All qualified candidates are encouraged to apply; however, Canadian citizens and permanent residents will be given priority. This is in accordance with Canadian immigration requirements.
Lakehead University has a goal to recruit and retain a diverse workforce as measured by increasing representation of underrepresented groups among applicants, candidates, and hires. Experience working with Indigenous or racialized communities, and/or members of other equity-deserving groups, is a strong asset. A lived experience or worked experience of any of these issues is preferred.
We appreciate your interest; Lakehead University is committed to supporting an accessible environment. Applicants requiring accommodation during the interview process should contact the Office of Human Resources at (807) 343-8010 ext. 8334 or human.resources@lakeheadu.ca to make appropriate arrangements.