Summer Host

We are currently recruiting Summer Hosts 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.

Based throughout the accommodation buildings this is a customer-facing role. The role holder will be expected to show excellence in customer care when dealing with all enquiries and provide a responsive hospitality service.

**Key Duties and Responsibilities**
- To act as the initial point of contact for any customer enquiry, either by phone, in person or electronically and respond to, resolve or refer issues and queries raised by customers quickly and in accordance with agreed University procedures and practices to maintain high quality customer service until such times as the customer is satisfied.
- To greet and attend to the needs of guests, directing guests to rooms and informing them of the facilities available to them during their stay and building a good rapport to ensure excellent customer service is delivered.
- To provide a check in and check out service to all customers on arrival and departure and prepare relevant reports (arrival information, departure reports, inventory information in relation to damaged or items, and any complaints).
- To administer bookings and allocate rooms accurately and efficiently in line with guidelines, through the use of our KX Software.
- To issue and receive keys and room access cards, maintaining records and logs in accordance with agreed procedures and practices.
- 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 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.
- To assist in maintaining the physical environment around properties and ensure they are kept free from debris (rubbish, leaves, cigarette ends etc.)
- To take delivery and receipt of items of mail on behalf of residents.
- To undertake manual handling duties as required, in accordance with guidance and risk assessments.
- To respond to repair and/or damage queries from customers or staff, assisting with minor repairs where appropriate.
- To process items of lost property in accordance with University 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 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.
- To follow procedures as outlined and provided in the University’s Emergency Folder in the event of an emergency
- To liaise with colleagues across Accommodation and Commercial Services in relation to commercial business. This can include discussing their requirements regarding room allocation, special requirements, check in / out information etc and assisting with property visits and tours of the accommodation.
- To ensure any financial discrepancies are investigated and reported in accordance with University procedure.
- To assist with month end administrative activities.
- To deal with all enquiries about accommodation and to ensure these are directed to the most appropriate person within Accommodation Services for action.
- To work in accordance with customer service standards set by the division and from time to time contribute to the review and development of customer standards in response to customer feedback.
- To attend and participate in training and development activities relevant to the role.
- To liaise with Accommodation Services Management with regards to day to day activities and administrative and general office support requirements.
- Any other duties as defined by Accommodation Services Management.

**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 6 months’ experience of working as part of a team providing excellence in customer care within a front facing, operational role.
- 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)
- Knowledge of the University. (desirable)

**Skills & Attr