FRONT OF HOUSE AND COMMUNITY ADVISOR CANDIDATE INFORMATION PACK
EXECUTIVE SUMMARY
Building a business from the ground up requires energy and tenacity, which is what the founder of Education Travel and Leisure has in spadefuls. He has built Stuhomes, a student accommodation provider offering central London locations to international students, in little over 3 years. The business has successfully weathered the challenges of the Pandemic and been able to grow to 1,500 beds, when other businesses in the sector have been stagnant. Now armed with a five-year plan, the founder wants to take the business beyond London and develop Stuhomes into a pre-eminent brand that resonates with international students; and to deliver this he wants to build a team that will be with him for many years. The other arm of ET&L is GoBritanya, a student accommodation booking platform, which was established in 2014 and continues to go from strength to strength. Last year the platform processed 6,000 enquiries and 2,000 bookings.
WHAT YOU WILL NEED TO SUCCEED Are you someone that thrives on being chal - lenged every day? Someone who takes the initiative to solve the problems stopping you from doing a good job and someone who is comfortable leading the way, rather than following? If you want to be part of a close-knit, entre- preneurial team that has been hand-picked to make the ambitions of the founder a reality, then this role is for you.
BRAND VALUES
WHY WORK WITH US
Our mission is to give international stu - dents a home-away-from-home experi- ence that allows them to feel comforta - ble, safe and enjoy their time in the UK, as well as have an amazing student experi - ence. And our internal values are much the same. We want our people to feel they are being heard, valued, and believe they can make a difference.
If you want your job to REALLY challenge you, then we are the perfect fit for you. You will be part of the founding team, working alongside the founder and Director of Business Strategy and Growth to drive the business to the next level. We are building the business from the ground up. You’ll be a big part of creating the guts of the company, giving you unmatched personal and professional development, as well as the ability to move up and sideways in the business to keep things fresh and challenging.
CLICK TO LEARN MORE ABOUT US:
JOB DESCRIPTION
JOIN THIS DYNAMIC AND GROWING BUSINESS AS OUR FRONT OF HOUSE & COMMUNITY ADVISOR TO HELP US WITH:
PRIMARY RESPONSIBILITIES • Create, promote, and run a rolling 12-month calendar of social and self-development events based on resident demographics at our Kirby Street residence and work with the Accommodation Managers, to ensure the delivery of a high-quality calendar of events, at the other properties to create a sense of community. • Work with the Resident Experience Manager and the Accommodation Manager to plan, prepare and execute a high-quality check-in. • Promote resident satisfaction and retention by ensuring a timely response to questions, requests and complaints and taking appro - priate action to resolve and address service issues. • Conduct regular room inspections under the supervision of the Resident Experience Man - ager. • Investigate and proactively identify solutions to address resident queries or concerns whether straightforward or complex. • Manage and co-ordinate regular updates to our social media channels that engage exist - ing residents and promote the brand to new residents. • Keep our new residents welcome pack up to date with local knowledge and information relevant to resident needs i.e. travel, entertain - ment and amenities. • Drive Trustpilot and Google Reviews. • Conduct sales tours when Accommodation Manager and Resident Experience Manager are not available. • Complete the booking process with new residents in partnership with AM and Sales Teams.
SECONDARY RESPONSIBILITIES • Contribute insights, updates about the prop - erties in our portfolio, complaints, successes, and developments by competitors to the management team in the form of a monthly report. • Contribute to the development and improve - ment of policies and procedures along with the Resident Experience Manager and the Accommodation Manager. • Be available to provide out of hours emergen - cy support for the Community. • Assist in capturing feedback and embedding a Complaints Management Process that eval - uates different levels of dissatisfaction and “manages” adequate resolution and compen - sation (if required). • Assist in rebooking and referral campaigns to deliver set targets. • In the absence of the REM manage Mainte - nance and Housekeeping Teams. • Assist in the turnaround periods. Anything deemed commensurate to the role of Front of House & Community Advisor
SKILLS REQUIRED FOR THE JOB • Good level of general education. • Proficient in the use of Microsoft Office packages including Word, Excel and Outlook. • Proficient in using Instagram, Canva and Hootsuite. • Proficient in using property operations systems. Training will, however, be pro - vided. • Customer service and sales skills in a similar role with a leading accommoda - tion/hospitality/leisure business. • Demonstrable experience in handling customer queries and complaints. • Demonstrable sales, marketing, and event delivery experience. • Self and culturally aware with ability to adapt relationship building, communica - tions and negotiation skills to suit audi - ence. • Create effective presentations/collateral and writing copy. • Knowledge and understanding of UK Health and Safety policies. • Understanding of Landlord/Tenant Leg - islation.
WORKING HOURS You will work on a 5 out of 7 shift pattern, normally Tuesday to Friday from hours will be 12noon – 8pm. And on Saturday you will do 8am – 8pm.
DIRECT LINE MANAGER Resident Experience Manager
WHO WILL YOU MANAGE? • Student Ambassadors over three sites
• Maintenance Team • Housekeeping Team
HOW TO APPLY
For a confidential discussion to learn more about the role and opportunity, please contact our appointed recruitment partners Hannah Searle of The Manage - ment Recruitment Group. Anna Kacprzak | Resourcing Manager anna.kacprzak@mrgepople.co.uk m: 07513 721 970 t: 020 3962 9900 Applications should consist of a CV and covering letter and should be sent to anna.kacprzak@mrgepople.co.uk Closing date for applications is Friday 14th April 2023
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