London (Central), London (Greater) (GB)
£22,029 - £24,635 per annum, including London Weighting Allowance
25 Jan 2022
End of advertisement period
20 Feb 2022
Contract Type

Job description 

To work as an effective member within the residences team and provide a highly professional and efficient service to all residents, short term let guests, summer business and external parties. Ensure that excellent standards of hospitality are adhered to at all times and ensure that the Reception and other communal areas are kept to a high standard at all times. The candidate must be able to work on own initiative and work closely with other residential functions to provide continuity of service delivery.


There are 3, indefinite positions available, 2 full-time and 1 part-time (60% FTE)


Key responsibilities 

  • Greeting residents and visitors in reception and ensuring they are attended to
  • Signing in of staff, contractors & visitors
  • Ensuring the reception is kept tidy at all times
  • Respond to emails in a timely and effective manner
  • Administration tasks and ad-hoc duties as and when required by the residence management
  • Report any issues that may affect residents and/or services within the residence
  • To ensure that visitors are informed of their health and safety and fire responsibilities
  • Ensure that you have a high standard of appearance at all times
  • To answer all telephone calls in a polite, friendly and professional manner
  • To effectively manage your own time to ensure that maximum standards with regards to Service Delivery are met at all times
  • Responsible for logging and following up/closing jobs on the maintenance system
  • Ensure shared drive is kept tidy and up to date
  • To take responsibility for colleagues and own health and safety at all times
  • Report any faults via the maintenance system, linking to the relevant person or service provider and inform all other team members of appropriate action taken
  • Support the Allocations team in dealing with enquiries by email and phone
  • Conduct residence tours for prospective students, scheduled and ad-hoc
  • Control use of car park, if applicable
  • Ensure that any issues with the cleaning SLA’s are reported following the procedure and where appropriate the relevant person is made aware.
  • Make regular checks of residence’s communal areas
  • Issue and receive keys ensuring that the College’s procedures are followed
  • Support with room checks, in the termly and end of tenancy inspections
  • Adhere to company policy for reporting accidents and incidents
  • Adhere to all company policies & procedures applicable to the role
  • Conduct regular kitchen and room inspections and health and safety integrity checks
  • To carry out any other task as deemed necessary and appropriate by the line manager.

  Health & Safety:

  • Ensure the calm evacuation of the Residence in the event of an emergency. Ensure that all staff, residents and visitors leave by the appropriate exits and guide external clients to the assembly point, without putting yourself at risk
  • Comply with lone working procedure
  • Support the Maintenance team with visual inspections of the residence to identify necessary remedial actions (safety and maintenance) completing standard checklist


  • Support and assist with the roll-out of environmental initiatives
  • Promote best practice across the residence for waste and energy management
  • Support the College’s environmental policy to improve overall performance and help it achieve its stated environmental objectives and targets


  • Inductions and training of new receptionists
  • Ensure designated marketing materials are within the Reception area.
  • Collate environment data and enter on spreadsheet
  • Ensure checklists and statutory/best practice documents are updated

Communication & networking:  

  • Daily communication (verbal and written in a courteous and professional manner) with residents and staff. This may include difficult conversations with those who are not familiar with the house rules, and for whom English may not be the first language.
  • Front line complaint handling in a positive and respectful manner
  • Ability to express opinions, ideas and decisions clearly and concisely, both orally and in writing. To be able to listen effectively to others, being approachable and open.
  • To be able to build effective and appropriate relations with students and internal staff or representatives.

Decision making, planning & problem solving:  

  • Ability to identify problems and generate effective, long-term solutions.
  • To react to student needs & requirements and to coordinate these to deliver on best student experience.

  Service delivery:

  • A strong focus and commitment to providing excellent services to our residents.
  • 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.
  • Welcome and embrace change, with a positive attitude
  • Maintain personal knowledge by completing in-house training, attending courses and completing workbooks

Pastoral care:

  • Provides advice and guidance to current residents, which may include discussing sensitive information whilst maintaining confidentiality.
  • Support other members of the team and provide assistance and guidance where necessary.
  • Work closely with Wardens and Residence Associates to promote a supportive environment at the residence.

  Team work, teaching & learning support:

  • Work collaboratively within a multi-disciplinary team.
  • Work in a helpful and approachable manner as a member of the team to ensure overall performance targets are met.
  • Make a positive contribution to team plans, and respect commitment to team decisions.
  • Encourage and support team members, respecting the views, values and opinions of others.
  • Be flexible and adaptable Inc. shift patterns and location to meet the demands of the business.
  • Be willing to take on jobs to balance the team workload.
  • Be motivated to learn and develop self.
  • Seek and give feedback.
  • Invest time in personal development.

Sensory/physical demands & work environment:  

  • To carry out task which may include manual handling as directed by your line manager to meet the customer expectations
  • Required to be aware of the risks in the work environment and their potential impact on their own work and that of others.

 NB: Overtime may be necessary and expected where there may be a requirement of traveling to training courses, team meetings, covering holidays and sickness to ensure continuity of service to the Residence.

Skills, knowledge and experience

Essential criteria

1.       A- Levels or equivalent

2.       Excellent command of the English language 

3.       Excellent written and oral communication skills 

4.       Basic, but accurate typing skills 

5.       Strong IT skills with working experience of Outlook, Word and Excel 


Desirable criteria

1.       Customer service training or relevant experience 

2.       Knowledge of foreign languages 

3.       Property/building management administration 

4.       Management of 3rd party staff


This post is subject to a Disclosure & Barring Service.

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