Ad Hoc Temporary Receptionist New

Job Description

Role profile

• Cover the residence's front desk and deliver the highest standards of customer care in line with Fit for Kings? commitments. 
• Cover all reception duties including checking in guests, keeping track of keys, greeting and directing all visitors and managing the phones and email accounts.
• Responsible for providing a professional, accurate, and efficient service to a wide range of people, including current residents, members of the public, colleagues, and external agencies. 
• First-line complaint handling, offering, guidance, solutions, and, where necessary, escalation to the appropriate parties.  
• Logging and monitoring maintenance requests and escalating jobs outside of the agreed service level agreement and providing appropriate feedback to residents.  
• Ensure all policies and procedures are followed in regard to guests, visitors and visiting contractors/maintenance teams, signing in all visitors and making them aware of health and safety and fire responsibilities.  
• Manage all incoming post and parcels following the relevant processes.
• Ensure housekeeping standards are high across the site, including the reception area and communal areas, bedrooms, laundry, etc.  
• Active participation in team meetings and contribution to working practices to ensure effective service to residents.  
• Work within a structured framework of all standard operating procedures. 
• Provide operational support to ensure the effective delivery of a high volume of accommodation turnaround during Welcome to Kings and summer business.
• Carry out additional tasks and ad-hoc duties when required by the management team.

 Communication & Networking  

• Provide a range of support for students and the management team within residences.  
• Provide an immediate source of guidance to residents and demonstrate an understanding of the range of resources within residences and campus.  
• Professionally manage and respond to high volumes of written and verbal communication with residents and King?s departments. 
• Provide accurate daily handovers to ensure vital information is shared between all teams and shifts.  
• Responsible for handling a range of sensitive data in line with GDPR policies. 
• Triage a wide range of information to appropriate people, for example, residence manager, security, welfare, and conduct teams with the appropriate discretion.  
• Reporting maintenance matters, gathering detailed information from residents to report jobs directly in planon to ensure appropriate escalations.  

Decision Making, Planning & Problem-Solving 

• Work autonomously at the front desk and act as the custodian of residence on evenings and weekends and at other times whilst the manager is absent. 
• Deal with a broad range of inquiries from students, and staff, managing visitors and contractors, etc. 
• Manage daily handover to the housekeeping team/security and relevant departments.  
• Provide first line response to emergencies such as fire, facilities outages, and serious resident welfare matters, and escalate appropriately following residence escalation policies.  
• Complete weekly, daily site audits relating to health and safety, and cleanliness and communicate all findings to relevant parties.  
• Conduct room/kitchen audits, flagging any issues or concerns to relevant people.
• Identify immediate health and safety concerns and escalate appropriately.  
• Help the Residence Manager investigate resident conduct issues as and when appropriate.

Analysis & Research 

• Input and extract data from a range of software functions such as Mercury, Planon, iAuditor, and KX to manage housekeeping and maintenance tasks.  
• Management of data from planon to ensure that jobs remain in SLA. 

Teamwork, Teaching & Development 

• Collaboration with colleagues to manage daily reception duties. 
• Provide orientation, job training and guidance for newer team members. 
• Guide housekeeping team and contract cleaners (summer) on daily tasks and specific areas requiring focus. 
• Present site updates at building together forums. 
• Managing projects such as room inspections and delivery of green impact with minimum or no supervision. 
• Orientation of students through the welcome period. 

Physical Demands & Working Environment 

• A mixture of high-concentration office-based and operational tasks.  
• Manual handling requirements. 
• Understanding of the risks involved in the working environment. 
• Assessing site safety and security on regular inspections  

Pastoral Care 

• Demonstrate empathy and escalate any concerns for the resident?s well-being. 
• Handle sensitive information concerning welfare-related incidents with appropriate levels of respect and confidentiality. 
• Assist vulnerable residents. 
• Ensure the safe evacuation of residents in the event of fire alarms. 
• Provide support to residents requiring first aid assistance. 

1. University /A- Levels or equivalent.
2. Experience In hotel or customer service 
3. Excellent command of the English language. 
4. Property/building management administration. 

1. Customer service training or relevant experience. 
2. Basic, but accurate typing skills. 
3. Knowledge of foreign languages. 
4. Excellent written and oral communication skills. 
5. Strong IT skills with working experience in Outlook, Word, and Excel. 

Management of 3rd party staff