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
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