Resident Host

Role Purpose

Working 6pm - Midnight 4 on 4 off.

To be a brand ambassador for the Company ensuring that customers and stakeholders receive excellent service, and that the building is secure, safe and well maintained.

Responsibilities

Person Specification

• Excellent Customer service experience within a similar role.
• Actively embrace and work within the Company Values.
• Able to show an understanding of and commitment to good customer care.
• Able to show an understanding of and commitment to property services and managing relationships with Customers and stakeholders.
• Able to communicate effectively and clearly in writing and verbally, including drafting correspondence and documents.
• Strong attention to detail.
• Ability to work in a varied and demanding role with appropriate supervision.
• Ability to work to strict deadlines and be organised and efficient.
• Demonstrable experience and ability to use ICT packages i.e., Microsoft Word and Excel.
• Self-motivated, with high energy and enthusiasm.
• Pragmatic, creative approach to problem solving, with emphasis on fast and practical solutions.
• Demonstrable experience of taking responsibility for own actions and development opportunities, maintaining high levels of integrity.
• Commitment to equality, diversity, and mutual respect; accepting differences and treating everyone fairly.

Requirements

Key Responsibilities

Key Tasks

• Provide a daily point of contact for tenants for general enquiries, reactive maintenance throughout building and amenity spaces and provide updates on progress.
• Provide daily point of contact for contractors.
• Instruct day-to-day minor reactive maintenance in line with budget and approved contractors list.
• Assist Senior CRM with viewings and tenant inductions/check ins.
• Ensure access control system is kept up to date and audited.
• Support Marketing department with promoting initiatives within the building.

General Resident Host Services

• Sign in all visitors to the building and ensure they are aware of fire evacuation procedures.
• Maintain and update resident host logbook/handover, noting all activity on shift.
• Ensure management keys are audited daily.
• Undertake audit of keys held in storage every night.
• Receive and sign for all parcels on behalf of residents when required and ensure parcel lockers are utilised efficiently.
• Return any incorrectly addressed mail/parcels, if necessary.
• Obtain and record meter readings for residents, letting agent and Management.
• To undertake any administrative tasks as requested by Management.
• Ensure no smoking throughout the property is strictly adhered to.
• Site Security/Access Control
• Control access to the building and maintain security of the building and its customers.
• Always maintain position around the key entrance points unless on patrol or undertaking site duties work - at which point all doors to be locked and secured and ensure the ‘resident host on patrol’ sign is clearly displayed, and you have the company mobile switched on and with you.
• Monitor CCTV and arrange image downloads as needed. Report any criminal or suspicious activity to police.
• Lone worker device in possession throughout shift, also.

Site Maintenance

• Undertake regular patrols of all communal areas including external grounds, onsite amenities and allocated car parking spaces and report any issues/defects to Management.
• Daily patrol of plant rooms to check for plant failure or leaks and report to Management.
• Ensure fire exits, walkways and communal corridors are always clear. If there is something causing obstruction, remove or report as appropriate. Check all fire doors are closed and in good order.
• Ensure general health and safety compliance on site.
• Log all cleaning issues on patrol and request any spot cleaning from onsite cleaners where required. Ensure building is always kept clean and tidy and supervise cleaners, as necessary.
• Arrange for any spillages or marks to floors or walls or litter to be cleaned in the absence of the cleaners.
• Ensure entrance way, ground floor concierge and seating area are tidy and always well presented.
• Undertake and log weekly tests to fire alarm, emergency lighting, lift alarms and any other mechanical or electrical safety system as requested by Management, and maintain testing records.
• Obtain copies of service records and reports for onsite file.
• Ensure amenity spaces are open and closed according as per the hours assigned by management.
• Ensure smooth running and operation of amenity spaces, including reporting maintenance and servicing matters with relevant parties.
• To ensure the proper control of consumables stock and equipment held on site through inventory records and inform Management of any stock replenishment.
• Ensure the staff welfare facilities are kept clean and tidy and health and safety compliant.

Customer Interfacing

• Greet all residents and their visitors to the building.
• Update customers on communal area works via notices/email/display screen on communal notice boards/display screens. Ensure noticeboards are kept up to date and relevant.
• Assist with building induction for new customers including location and use of bin stores, mailboxes, allocated car parking where appropriate and shared amenity spaces.
• Feedback any information to and from customers as required by Management.
• Respond to all customer queries and provide a high-level customer service to customers. Maintain a courteous and helpful manner when liaising with all customers.
• Assist customers with any questions about their apartment and development. To provide general information and advice to customers about the locality, tourist information and amenities.
• Assist customers with any large bags, deliveries, etc as required.
• Address and seek resolution for any complaints raised by customers as per procedure notes and update Management on outcome or if any further action is required (i.e., noise disturbance)

General Operations

• Sign in all contractors to the building and ensure they are aware of fire evacuation procedures.
• Obtain relevant contractor documentation as per instructions issued by Management.
• Coordinate with window/facade cleaners to arrange access and to keep all customers informed of cleaning dates.
• Oversee all contractors and other service providers whilst on site, ensure safe working methods are used, check if works are completed and update Management accordingly.
• Liaise with management to coordinate contractor attendance on site to undertake minor repair works/maintenance as necessary.
• Report and pursue prompt attendance of lift engineer during lift breakdown and, where possible to do so, arrange release of trapped customers in lift using lift release key.

General Responsibilities

• Act at all times in line with the Company Values, integrating these into all work practices.
• Maintain accurate computerised and manual records.
• Produce accurate information and reports for weekly/ monthly meetings.
• Participate in team, departmental and corporate project and planning processes as required.
• To observe the highest possible standards in relation to customer confidentiality and in compliance with Data Protection legislation.
• To act as an ambassador for Way of Life in your conduct during working hours and in all contact with customers and third parties connected with Way of Life’s business.
• To undertake any other duties as are reasonably requested from time to time.
• This is not an exhaustive list of the duties that may be required of the post holder. Duties may be changed, after discussion, to suit the operational requirements of Way of Life.

Benefits

Benefits

Critical Illness Cover

• Eligible employees will be automatically included in this policy after 12 months’ service
• Eye Tests & Glasses
• Way of Life will cover the cost of an eye test up to a value of £30 every 2 years.
• Family Friendly Pay
• Way of Life provide enhanced rates of Maternity, Paternity and Adoption pay (subject to eligibility criteria as outlined in the full policies available in the handbook).

Life Assurance

• Employees will automatically be included in the Group Life Assurance policy after 12 months’ service.
• This provides death in service benefit at 4 x basic annual salary at date of death
• No Benefit in Kind will be applicable.

Benefit Hub

• This is available to all employees from the start of employment.
• Benefit Hub, Is a team happiness platform that gives you access to over 200 perks! You’ll get access to hundreds of big brand discounts; a wellness hub packed with expert lifestyle and fitness classes; premium rewards; plus a ton of fun surprises!

Private Healthcare

• This is available from the start of employment. Way of Life will pay for employees Private Healthcare. Employees can choose to add family members (spouse/children) or their Partner (providing they live at the same address as the employee) at the rates we can get as a Company

Season Ticket Loans

• We are aware that travel can be expensive. Way of Life provide season ticket loans for employees who have completed their probation period, in order to help spread these costs.