Information Services Representative
About The Position
Hart House is a centre for experiential education outside the classroom at the University of Toronto. Since it opened in 1919, Hart House functions as a place where students, faculty, staff, alumni and members of the broader community connect with each other and the world. Through an array of co-curricular programming in the arts, dialogue and wellness, Hart House works with local and international partners to foster community and to create innovative learning opportunities for students. Hart House operates from a historic facility on the St. George campus, as well as a 150-acre farm in Caledon, Ontario, offering a wide range of services through a social enterprise model that generates revenue to support its student-focused programming on all three University of Toronto campuses. The Information Services Desk is a dynamic focal point within Hart House where administrative functions related to a wide range of services and sales – e.g., registration for classes, memberships and other service offerings for Hart House, ticket sales for Hart House Theatre, reservations for the Hart House Fitness Centre – as well as providing general information about Hart House and the university, are performed. The Information Services Desk provides our diverse community an open door, welcoming them to enjoy a multitude of activities and services at Hart House. The Information Services Representative is directly supervised by the Manager, Information & Customer Service and plays a role in supporting the Information Services team. The incumbent will work in close collaboration with the Information Services Associates and Fitness, Wellness and Recreation team to this end with a focus on the facilitation of strong customer service at service points within the building. They will also be responsible to support non-appointed staff. The incumbent will act as the first point of contact for general inquiries and will be providing routine and detailed information on programs and events. They will direct information to visitors on eligibility requirements, procedures, and policies for Hart House facilities. The incumbent will be responsible for collating and organizing materials, maintaining emergency contact lists, booking rooms, ensuring responsiveness to inquiries, and maintaining daily reports. They will also handle incoming and outgoing mail and deliveries and liaise with facilities or caretaking staff to address any building issues.
Requirements
- High School Diploma or acceptable combination of equivalent experience
- Minimum of one year experience in a high-volume, multi-service customer service environment involving cash/point-of-sale transactions, scheduling/reservations, and in-person conflict resolution
- Excellent personal and human relation skills
- Computer skills required: Microsoft Office Suite. Keyboarding skills. Familiarity with or ability to quickly learn Fusion software to maintain membership database and online registrations is essential
- Must be able to work collaboratively and professionally as part of a team while also being capable to work independently when required
- An energetic individual who enjoys the challenge of work in a dynamic environment
- Excellent customer service, interpersonal skills, good judgment and initiative
- Demonstrated experience de-escalating conflict with members of the public, including handling complaints, denying access/service when policy requires it, and managing frustrated or distressed patrons
- Strong sales orientation
- Accuracy along with the ability to multi-task is essential
- Demonstrated commitment to equity, diversity and inclusion in all work responsibilities and in collaborative workplace practices
- Fluent in written and spoken English
- Ability to work under pressure
- First Aid/CPR Training is required and will be provided
Nice To Haves
- Experience with Fusion and/or Audience View a notable asset
- Experience with POS equipment
- Experience in a higher education context is preferred
- Second or more languages would be an asset
- Experience or knowledge in fitness, health or recreation promotion
- Knowledge and experience of for the University of Toronto and/or Hart House programs and services
Responsibilities
- Acting as the first point of contact for general inquiries, providing routine information on programs, events, and eligibility requirements
- Applying established standards when responding to emergencies and redirecting inquiries as appropriate
- Booking rooms and arranging accommodations, ensuring efficient and appropriate use of spaces
- Resolving minor complaints within the scope of the role and referring larger issues to the appropriate channels
- Checking eligibility of students to access the facility and maintaining control over the distribution of access to designated University spaces
- Supporting the Information Services team in promoting programs and services to internal and external contacts
- Conducting regular checks and balancing financial transactions against sales
- Assisting with registrations, maintaining databases, and generating reports
Benefits
- Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
