Reservations and Reception Supervisor

Reporting to the Assistant Accommodation Manager, this role provides operational supervision to the Reservations and Reception functions. The post holder will ensure service delivery is courteous, efficient and compliant with industry best practice, while fostering a culture of high performance and continuous service improvement.

About the person:

Responsible for the day-to-day operations of reception ensuring policies, procedures and standards are maintained and the securities of the reception area and data systems are protected.To operate relevant university computer systems, including the Kinetic integrated management system for accommodation booking. Responsible for the ongoing training of staff in the use of such systems.Organise staff rotas, to ensure adequate cover provided for reception to include public holidays and staff leave.Carry out associated administrative duties in relation to payroll and processing timesheets for QWork staff.Regularly monitor and review staff performance and assigned tasks. Lead on departmental meetings and objective setting for staff.Responsible for adhering to and the administration of the University's Sickness Absence procedure.Responsible for ensuring a high level of customer service is delivered consistently and reflected in customer survey results, and corrective action taken if required. Lead staff in providing customer first solutions to ensure customer expectations are met at all times.Ensure the security of keys/fobs within Accommodation; signing procedures are adhered to; customer information in database is accurate; staff are fully briefed on system updates and audits are completed as required. Ensure all staff comply with GDPR procedures and any breaches follow the reporting procedures.Responsible for start and end of shift procedures and till reconciliation and other associated checks.Ensure the day-to-day duties are adhered to and checklists are complete including sorting and logging of parcel post, competent in using the Planon Maintenance System, show rounds with potential students, visiting staff and conference organisers and responding to emails.Ensure all staff adhere to PCIDSS and Health and Safety Policy and Procedures.Carry out presentations and assist with the preparation of Accommodation Open Days.Responsible for maintaining a tidy reception and professional image of staff including adherence to uniform and presentation standards and maintenance of all display material.Contribute to the University's Carbon Management Plan and Carbon Reduction Policy and encourage all team members to recycle appropriate items and reduce energy consumption, in line with objectives set by Queen's Accommodation. Play an active part in team goals in relation to carbon reduction and bring new ideas and initiatives to the Queen's Accommodation Green Impact team, through engaging with those staff members who are members of the committee.Carry out any other duties which are appropriate to the post as may be reasonably requested by the Assistant Accommodation Manager.

To be successful at shortlisting stage, please ensure you clearly evidence in your application how you meet the essential and, where applicable, desirable criteria listed in the Candidate Information on our website.