Guest Services Assistant - Student Accomodation
We currently have an opportunity for a Guest Services Assistant to join our team. This is a great opportunity for a customer focused individual to join a world leading food and facilities management company, which can offer unrivalled opportunities for career progression.
Support the Sodexo Management team by ensuring that the service provides a high level of stakeholder satisfaction
Contribute to the development of a collaborative and inclusive culture, by sharing information and good practice with others
Work cooperatively and maintain effective relationships with others, internally and externally to Sodexo, as appropriate to own area of responsibility
Services delivered in a courteous, customer focused and professional manner, maximising the customer journey experience of existing and prospective residents
To provide a welcoming reception and administration service to staff, students and visitors, including but not limited to;
Handling enquiries via telephone, email, social media, computer aided facilities management platforms and face to face.
Issue and control of resident and staff keys
Provision of a post room service, including the delivery of post and/or parcel notifications to resident letter boxes as required
Input of maintenance issues into an electronic CAFM system following relevant guidelines, training and policies
To provide an accommodation based administrative service to include, but not limited to;
Responding to student enquiries and applications for housing in both University and nominated accommodation
Allocation of rooms to all students and visitors in accordance with client guidelines, procedures and quotas
Raise invoices for rent and other charges, as well as monitor payments and resident accounts
Provide support in communication with customers to include; accommodation offers, room allocations, invoicing, debt management, record keeping, data input, maintenance of spreadsheets and filing
Support in the delivery of customer viewings on an as required basis as well as during open days to support our client and maximise occupancy across the accommodation estate
Liaise with Northumbria University Accommodation Office with regard to student applications, arrivals, course withdrawals, payments and other matters as required.
To be responsible for receipt and reconciliation of cash and credit card payments as required, to enter sales orders onto SAP and complete all associated documentation.
To maximise sales, returning business and occupancy in accommodation.
Ensuring accurate information is available at all times to other staff throughout the accommodation estate.
To provide emergency response for buildings during office hours, and whilst extremely rare, this may require out of hours support in extreme emergencies
Response positively to feedback by proactively reviewing processes, procedures and practices to ensure that the needs and expectations of relevant stakeholders are met
This list is not exhaustive, and the post holder will be expected to carry out other reasonable duties from time to time as requested by management
The Ideal Candidate
The ideal candidate must possess the following skills;
Ability to prioritise own workload with minimal supervision and use of own initiative
Ability to work quickly and calmly, especially under pressure and in emergency situations
Experience of Data Protection, and handling sensitive issues in an appropriate manner
Be a team worker with a flexible approach, to include the ability to request and offer support from other team members as required, including liaison with line manager
Have excellent IT skills
Possess good communication skills, both verbal and written, including accurate spelling and grammar and the ability to give explanations clearly
Have an excellent understanding of customer care, including upset and irate customers
Experience of working with, and the ability to empathise with people from a diverse range of backgrounds, cultures and religions
Have experience in computerised accounting
Have excellent note taking skills
Experience of using databases, spreadsheets and other computer based applications including Microsoft Office
Flexible attitude to working, including willingness to work overtime, such as unsocial hours and weekends, especially between June and September.
Educated to a minimum of GCSE Grade C (or equivalent) in Maths and English
Training in IT packages and keyboard skills
Desirable Qualifications and Experience
Evidence of delivering innovation and engaging positively with continuous change and improvement
Experience of working with specialist systems such as;
RMS and/or Mercury Accommodation Management Systems
IBM Global Maximo CAFM system
SAP – Including SAP Materials Management, UDC Payroll and UDC Billing
40 Hours per week
6 Month Contract
About the Company
Sodexo is committed to safeguarding and promoting the welfare of children and adults within a regulated activity. Certain roles will require applicants to undergo screening appropriate to the post, including checks with past employers and the Disclosure and Barring Service (DBS) and/ or Disclosure Scotland (Scotland).
In the UK and Ireland, Sodexo employs some 35,000 employees to deliver integrated facilities management services to clients at over 2,000 locations in the corporate, healthcare, education, leisure, defence and justice sectors.
With an annual turnover of over £1bn, we provide everything from catering, cleaning and reception to security, laboratory and grounds maintenance services, enabling our clients to focus on their core business.