Resident Host

2 months ago

London, United Kingdom Get Living Full time

**Overall Purpose**

This role is the host and centre of theneighbourhood community and engages daily with residents, connecting people andcreating a unique and memorable experience for residents. This role isresponsible for delivering residentsatisfaction by providing efficient and welcoming assistance with all requests,ensuring a smooth and seamless operation combined with a high customer servicelevels.

**Key Responsibilities & Accountabilities**
- Communicateeffectively with residents, visitors, colleagues, couriers, and contractors, welcomingall residents and visitors with a warm and friendly approach in a professionalmanner.
- Challengewith confidence any unknown visitors in a personable and professional manner.
- Assistresidents with all queries about premises facilities.
- Stay current with residents and neighbourhoodactivity providing recommendations to residents about the local area, attractionsand upcoming events. Review and maintain Neighbourhood events diary.
- Maintainand update amenity reservations e.g. VIP events / arrangements / specialrequests. Manage amenity space reservations in a timely manner and according toour residents' needs and expectations and monitor cleanliness, hygiene andstandards paying great attention to every detail.
- Overseeparcel / postal delivery services ensuring that all rental boxes provided areused correctly and ensuring that residents are notified of deliveries awaitingcollection.
- Supportresident move-in / move-outs as instructed by Resident Management team.
- Supportthe Leasing team with any specific considerations for residents (pre-let) toensure all works are executed on time (pre move-in).
- Trackall maintenance requests for the building and liaise and respond accurately toall resident questions.
- Beaware of all premises operations and uphold general oversight of safety andcompliance measures. Communicate effectively with all relevant teams to ensurea smooth running of premises operations.
- Undertakeregular compliance inspections of the building to ensure all Fire, Life &Safety systems are always fully adhered to and ensure issues are dealt withimmediately.
- Assistwith daily shift handovers ensuring all outstanding issues are communicatedeffectively to ensure efficient handover and continuation of investigationsinto finding resolutions.
- Reviewand analyse the service levels provided on a weekly/monthly basis, identify andimplement any opportunities to improve.
- Attendall regular meetings as required and fulfil any additional / ad hoc duties asrequired.

**Key Relationships**

**Internal**:Neighbourhood,leasing and customer hub teams, estate management team (security), all internaldepartments, other GL neighbourhoods.

**External**:Residents,third party contractors and suppliers, all relevant service providers, allrelevant retailers.

**Financial**
- Ensureall resident payments are processed correctly at point of sale.
- Identify/analyseways to optimise financial performance to reduce Cost Per Unit (CPU).

**People**
- Buildand develop effective working relationships with the neighbourhood team.
- Attenddaily team briefs and communicate clear and consistent focus on operationalobjectives/goals.

**Health & Safety**
- Ensureall legal, statutory and servicing compliance is carried out and that suchrequirements are met and maintain accurate and up-to-date records using datamanagement system.
- Ensureall licensing objectives and control measures are delivered.
- Assistwith Crisis Management and Office evacuation measures including planning andannual training.
- Ensureall records are maintained and available for compliance audit purposes at alltimes

**Qualifications &Experience**
- Proventrack record of strong customer service experience within residential and/orservice sectors.

**Key Skills &Competencies**
- Excellentverbal and written communication skills
- Proventrack record of outstanding customer service skills
- Self-motivated/ driven / pro-active / initiative / solutions driven.
- Excellentattention to detail and organised approach to work
- Enthusiasticapproach to create an unparalleled service.
- Abilityto engage confidently with residents.
- Demonstrateflexibility, adaptability and cooperation with residents and colleagues alike.
- Ability to work under pressure whilst remaining calm.
- ______________________________________________

**GetLiving Commitment**

**Health and Safety**

Get Living is responsible for providing a safe and healthyenvironment for all its employees, residents, commercial occupiers, serviceproviders, and visitors who may be affected by its undertakings across itsportfolio.

We are committed to continual improvement of performance,recognising the importance of investing in the health and welfare of itsEmployees by providing a physical and social working environment which isconducive to maintaining a healthy, fit and highly motivated workforce.

We encourage a positive health and safety culture byactively promoting occupationa

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