Sports Receptionist

**Post Details**
Full time
Open ended

Interviews are expected to take place on Monday 04 March 2024

£22,214 p.a.** **pro rata.**

The University will pay a supplement per annum pro rata to spine point 10 with effect from 24 October 2023, to align with the Real Living Wage (RLW) which equates to £22,464 p.a. This RLW supplement will be reviewed annually to take account of future increases and RLW rates.

There is an expectation that work will be undertaken in the UK.

This role is not eligible for sponsorship. Applicants require to have existing right to work in the UK.

**The Post**
The role of Sports Receptionist is to provide an exemplary level of customer care to members, students, staff, community and campus visitors. The post holder will also support the administration of membership sales and programme delivery.

The role will require a friendly, well organised and engaging professional to deliver an exceptional front of house service, promoting participation and engagement across all University of Stirling Sport programmes and services.

**Additional Information/Special Conditions**
- A working pattern operates, and the nature of the duties will require the job holder to work early morning, evenings, weekends and bank holidays and a show willingness to work additional hours to cover holidays, sickness and large events
- The earliest shift starts at 5.30am and the latest shift ends at 10.30pm
- The full-time working week is an average of 36 hours per week over a three-week rota
- Sports Receptionists are normally expected to work two weekends in three

**Description of Duties** Customer Support & Admissions**
- Greet all visitors to the centre, ensuring they are made welcome, ascertaining their requirements, assisting them with general information or passing them on to the appropriate person
- Check membership eligibility and status, resolving any restrictions to access promptly and professionally
- Issue items stored at reception related to the smooth operation of the service delivery i.e. keys (signed in and out), selling/hiring of sports equipment, lost property

**Enquires and Bookings**
- Receive, process and confirm bookings and reservations for all aspects of service
delivery utilising the Leisure Management System
- Amend customer bookings and make cancellations, where appropriate, in
accordance with department policies and procedures, and ensure all parties are
informed of relevant changes

**Membership & Programming Sales**
- Ensure full knowledge and familiarity with all membership packages and programmes e.g. swimming lessons and tennis lessons
- Proactively promote University of Stirling Sport memberships to students, staff and the wider community, advising and touring prospective customers and encouraging sales

**Cash Handling & Financial Administration**
- Accept, record and process payments for activities, appointments, classes, courses
and events via the Leisure Management System and in accordance with procedures and policies
- Reconcile takings at the close of each shift via the Leisure Management System and in accordance with policies and procedures

**Reporting & Administration**
- Assist with the recording and administration of departmental hire of equipment and re-sale service, including counting stock, controlling deposits and accurately
recording sales
- Administration and transfer of lost property

**Departmental Support**
- Ensure the reception area and front desk remains clean, tidy and presentable at all times
- Undertake opening and closing tasks to prepare and close off the reception area
- Assist with major events to include University Open Days, Welcome Week and Graduation Ceremonies

Please see the attached job description for a full list of duties.

**Essential Criteria** Qualifications/**Education**
- Educated to GCSE level (or equivalent qualifications) or relevant experience

**Experience**
- Delivering excellent customer service and customer care
- Working in a busy front of house/reception environment
- Providing and processing information in respect of sales and sports programmes
- Cash handling and reconciliation processes
- Making decisions and using judgement and initiative to solve problems

**Knowledge**
- The ability to use a wide range of IT packages and knowledge of an electronic Leisure Management System

**Skills**
- Excellent customer service skills
- Effective verbal and written communication skills
- Ability to communicate and interact with customers
- Strong organisational skills
- Ability to work calmly and professional when under pressure
- Self-motivated with positive, can-do attitude
- Maintain a professional image at all times
- Problem solving skills
- A strong ability to work using initiative
- Ability to work within a team
- Basic levels of computer literacy especially within Microsoft packages and leisure management systems

**Other**
- A flexible approach to working hours to meet business needs including evening, weekend and public ho