Summer Host Team Leader

6 months ago

Stirling, United Kingdom Stirling Hotel Services Ltd Full time

We are currently recruiting Summer Host Team Leaders to assist the University of Stirling in its vision to deliver an inspired customer service to students and guests staying in University accommodation over the summer months.

As part of the Accommodation Services team, the Summer Host Team Leaders will be based throughout the University's accommodation buildings.

Reporting to the Summer Operations Supervisor/Duty Accommodation Operations Manager, the role holder will be required to train, support and lead a small team of Summer Hosts in delivering excellent customer service during the University’s important summer business period.

**Key Duties and Responsibilities**
- Ensure outstanding customer care at all times by supporting, and setting a positive example for, the Summer Host team.
- Lead and oversee the activities of the Summer Host team to ensure an excellent level of service and hospitality is provided to guests, supporting the team with any issues or complaints.
- To administer bookings and allocate rooms accurately and efficiently in line with occupancy management guidelines through the use of our KX Software.
- To respond to all incidents and/or accidents and ensure they are followed up by reporting and recording the detail in accordance with agreed procedures and practices.
- To process financial transactions, issue receipts, reconciling balances for all payments and prepare administrative paperwork in accordance with agreed procedures and practices and ensuring accuracy at all times.
- To ensure any financial discrepancies are investigated and reported in accordance with University procedure.
- To work with the Cleaning Services Team as required to prepare rooms within the buildings in advance of student and customer arrivals, with room set ups and other relevant activities. This includes cleaning of bedrooms, bathrooms, common areas and circulation spaces, the distribution, collection and changing of linen and distributing and replenishing consumables and equipment into rooms and kitchens.
- Carry out the duties and responsibilities of the Summer Hosts to cover breaks and absences as required
- To ensure that a full handover is provided to other staff as appropriate at shift changeover times, highlighting outstanding actions and issues that have arisen during shift.
- Build strong relationships and liaise with other teams, especially the Cleaning Services and Commercial Services teams.
- To process items of lost property in accordance with University procedures and practices.
- Any other duties as defined by Accommodation Services management.

Person Specification

**Qualifications**
- Educated to Standard Grade Level or able to demonstrate a comparable level of ability, e.g. through relevant experience.
- Full Driver Licence (desirable)
- Qualified First Aider (desirable)

**Knowledge & Experience**
- At least 1 years’ experience of working as part of a team providing excellence in customer care within a front facing, operational role.
- Experience of leading a team or project, or acting as a role model to others.
- Experience of making decisions and using judgement and initiative to solve problems.
- Evidence of strong interpersonal skills
- Evidence of being self-motivated with a “can do” style and approach.
- Experience of using an accommodation booking system. (desirable)
- Experience of working with students. (desirable)
- Knowledge of the University. (desirable)

**Skills & Attributes**
- Evidence of excellent written and verbal communication skills
- A flexible approach to ensure shifts can be covered as required

**Behaviours / Competencies**

Customer Service is at the heart of what we do and those who join our team will need to feel and demonstrate the same priorities even in the most demanding situations. Lifelong memories are created by experiences our students have during their time at University; the relationships they develop and the services they receive from staff working within Accommodation Services forms a significant part of this experience.

We place great importance on behaviours and attitudes during the selection process to ensure that we bring people into the University who support the way we do business. In addition to the duties and responsibilities associated with this role, the role holder will be required to evidence that they can meet the qualities associated with the following behavioural competencies, as detailed within the AUA Competency Framework.

1. Managing self and personal skills
Being aware of own behaviour and mindful of how it impacts on others, enhancing personal skills to adapt professional practice accordingly.
2. Delivering excellent service
Providing the best quality service to external and internal clients. Building genuine and open long-term relationships in order to drive up service standards.
3. Finding solutions
Taking a holistic view and working enthusiastically to analyse problems and to develop workable solutions. Identifying o

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