Job Number
BU03908
School/Department
The Management Centre
Grade
3
Contract Duration
Permanent
Responsible to
Business Development Manager
Purpose of the Job
Co-ordination and delivery of all aspects of guest services relating to overnight accommodation, Conferencing and events.
Main Duties and Responsibilities
1. Undertake reception duties at the Management Centre.
2. Give information on facilities available, policies and procedures.
3. Meet and greet all visitors to the centre and efficiently deal with all individuals/companies contacting the centre by telephone or email.
4. Responsible for co-ordinating all of the clients catering orders and liaise directly with the catering department.
5. Issue access cards under the direction of the General Manager.
6. To monitor CCTV Cameras.
7. Understanding and monitoring of fire and intruder alarm system.
8. Assist with general housekeeping where required.
9. Advise customers on car parking procedure.
10. Operation of Rezlynx booking system; checking in/out of guests and processing of card payments as required.
11. Operate the telephone switchboard.
12. Make reservations, check guests into and out of the Centre, give information on facilities available, policies and procedures.
13. Carry out word processing, photocopying, filing, mail outs and basic administration.
14. Open and deal with incoming mail and organise outgoing mail.
Other Duties and Responsibilities
15. The post holder will be expected to participate in performance review and developmental activities.
16. The post holder will be expected to comply with the University equal opportunities policies, Dignity at Work and Study Policy and the University’s Welsh Language Policy and the Welsh Language Standards.
17. The post holder has a general and legal duty of care in relation to health, safety and wellbeing and must take all reasonable steps to ensure a safe and healthy working environment for themselves and for other members of staff, students and visitors affected by their actions or inactions. The post holder is also required to comply with all applicable health and safety policies, procedures and risk assessments.
18. The post holder must comply with relevant legal and financial policies and procedures and be aware of their responsibilities in terms of the legal requirements of their post.
Person Specification
Qualifications/Training
Essential
19. Minimum of 4 GCSEs at grades A* - D (incl. English and Maths)
or NVQ level 1 in a relevant subject area, or possess equivalent experience in a similar role.
Desirable
20. NVQ level 2 in a relevant subject area.
Experience/Knowledge
Essential
21. Experience of working in a hotel or a customer led environment with experience of being a first point of contact.
22. Experience of dealing with senior members of staff on matters of sensitivity and confidentiality.
23. Commercial awareness.
Skills/Abilities
Essential
24. Excellent customer service skills with the ability to handle and appropriately respond to complaints.
25. The ability to be proactive and identify and recommend changes for improvement where appropriate.
26. Accuracy and attention to detail.
27. Good communication and interpersonal skills
28. Problem solving skills.
29. Excellent organisational skills and the ability to handle a varied and demanding workload.
30. The ability to work independently and demonstrate initiative as well as being able to work effectively as a member of a team.
Other
Essential
31. The ability to speak Welsh confidently to carry out certain tasks is essential for this post e.g speaking to staff and students, answering phone calls, dealing with urgent enquiries in Welsh.
General
We are a member of Advance HE's Athena SWAN Gender Equality charter and hold a Silver award in recognition of our commitment to and progress towards gender equality within the University's policies, practices, and culture. We are proud to be a Disability Confident employer.
All members of staff have a duty to ensure their actions are in line with the overall environmental aims of the University and minimise their environmental impact.
All offers are made subject to proof of eligibility to work in the UK and receipt of satisfactory references.