Resident Night Ambassador

2 months ago

Brighton, Brighton and Hove, United Kingdom Moda Living Ltd Full time
About the Role

Moda Living Ltd is seeking a highly skilled Resident Night Ambassador to deliver exceptional customer service and resident engagement. As a key member of our team, you will be responsible for ensuring a seamless and welcoming experience for our residents and visitors.

Key Responsibilities
  1. Customer Service and Resident Engagement: Provide top-notch customer service and engage with residents to build strong relationships and foster a sense of community.
  2. Service Standard Delivery: Consistently deliver the Moda Living Ltd service standard to residents and visitors, ensuring a high level of satisfaction and loyalty.
  3. Query Resolution: Respond promptly to resident queries and meet all response times, providing accurate and informed information to resolve issues efficiently.
  4. Information Provision: Offer informed and accurate information to residents, either face-to-face or via phone, to support their needs and queries.
  5. Enquiry Management: Be the first point of contact for enquiry receipt and initial acknowledgement, then progress and follow up on enquiries to ensure timely resolution.
  6. Room Enquiries and Viewings: Take room enquiries and viewings, gathering necessary information to support leasing and resident satisfaction.
  7. Parcel Management: Manage parcel delivery, collection, and notification, ensuring seamless communication with residents.
  8. Event Promotion: Promote resident events and engagement strategies, such as surveys, to foster a sense of community and resident participation.
  9. Brand Communication: Communicate in line with Moda Living Ltd brand values, ensuring a consistent and professional image.
  10. Visitor Management: Implement and manage visitor management strategies, ensuring the security and safety of the building.
  11. Relationship Building: Establish and maintain relationships with residents to understand their needs and preferences.
  12. Complaints Procedure: Follow and utilize the complaints procedure to resolve resident issues efficiently and effectively.
  13. Move-Out Management: Manage resident move-outs, including reprogramming of fobs, collection of post box keys, and other related tasks.
  14. Emergency Response: Respond to emergencies and incidents, ensuring the safety and security of residents and staff.
  15. Health and Safety: Report any identified health and safety matters to the CSM/GM and observe compliance with health and safety regulations.
  16. Key Management: Maintain a key record for front desk sign-out and access control programming.
  17. Fire Marshall Support: Provide support for fire marshall or evacuation management as required.
  18. Supplier Management: Sign suppliers, contractors, and third-party visitors in and out of the front of house.
  19. Building Security: Ensure the security of the building at all times, reporting any maintenance issues or concerns to the relevant teams.
  20. Maintenance Reporting: Report any maintenance issues identified in the building, apartments, or common areas to the relevant teams.
  21. Resident Communication: Keep residents updated on all maintenance items reported and completed.
  22. Liaison with FM Teams: Liaise with facilities management teams to ensure seamless communication and collaboration.
  23. Marketing Support: Support marketing and lease-up efforts, including viewings as required.
  24. Amenity Awareness: Be aware of amenity terms and conditions and ensure residents are informed accordingly.
  25. Event Organization: Assist with the organization of on-site events, ensuring a seamless and enjoyable experience for residents.
  26. Local Knowledge: Possess good knowledge of local attractions and destinations, with further training provided as needed.
  27. Administrative Support: Provide ad-hoc administrative support as required.
  28. CCTV Monitoring: Monitor CCTV systems as required, ensuring the security and safety of the building.

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