Purpose of Role
:
The purpose of the role is to deliver a warm, friendly and professional welcome to the University and act as a key point for information and support to anyone visiting the University. The role holder will;
1. Provide a full and extensive professional front desk reception and information service to all visitors, students, staff and guests of the University.
2. Be the initial point of contact for visitors and users of the campus whether in person, electronically or on the telephone.
3. Professionally and courteously deal with enquiries relating to both student and commercial accommodation, events, the provision of directions, services and activities taking place on campus.
4. Follow all processes and procedures for the administration of University non student accommodation bookings to include processing of the booking, correspondence, allocation of accommodation, check in / check out of guests, creation and handling of accounts and payments; as well as other student accommodation and departmental cashiering tasks.
5. Provision of nightly reports to finance, safeguarding (and other departments as required)
The anticipated start date is 1 June 2026 or ASAP.
Summary of Key Duties and Responsibilities
6. Interact professionally and politely to establish level of assistance required by customers in order to deliver the highest level of service at all times
7. On student arrival and departure check contract details and key log on system. Assist in the task of keeping Accommodation and Residences informed of Arrivals and Departures. Liaise with Accommodation and Residences regarding unexpected arrivals and departures.
8. Issue and record temporary or replacement keys/key cards, taking payment in line with the relevant policy, enter and account for this income at shift end (where applicable).
9. Carry out frequent audit of keys and key card, and generate detailed lists of keys that require replacement. Raise orders for replacements in a timely manner, cross check and confirm deliveries.
10. Be responsible for the float allocated to Front desk when on duty ensuring all cash handling processes and procedures are followed. Be aware of relevant emergency procedures and report any discrepancies immediately to Accommodation Operations or Senior Departmental Managers.
11. Planning and preparation of keys / key cards for arrivals, summer business etc.
12. Working with the Senior Manager, administer and process individual, group and event accommodation bookings and enquiries; follow the agreed policies and procedures with regards to individual and group reservations, deposit requests, cancellations, refunds and end of shift payment reconciliation.
13. As directed, create and monitor individual and group guest accounts ensuring that changes posted are correct and that supporting documentation is readily available.
14. Coordinate room allocation for groups or individuals carrying out adjustments, as necessary or as directed by line management, ensuring all relevant service teams are kept updated.
15. Report maintenance/issues from accommodation to appropriate sections or departments using the agreed processes and procedures (via MICAD).
16. Diary and email management of information and internal communication within own team, line management and any other relevant parties.
17. Participate fully in the university and department’s personal development process, including writing and following annual Personal Development Reviews (PDR’s).
Education, Qualifications & Experience
Essential
18. Educated to SCQF Level 6 or similar (see link for details) or equivalent experience
19. Experience of working within a similar environment as outlined above
20. Competent in the use of relevant IT packages
21. Well-developed interpersonal skills
22. Demonstrable professional and proactive approach
23. Demonstrable ability to work quickly, flexibly and accurately in a dynamic, changing and pressured environment
24. Demonstrable provision of excellent customer service
Desirable
25. Educated to SCQF Level 6 or equivalent qualification
26. Knowledge of Kinetics Software - KX Student, KResidential, KX Conference would be advantageous
27. Minimum 2 years’ experience working at a large volume hotel front desk or equivalent
28. A second language would be advantageous
About Heriot Watt University
Heriot-Watt University has five campuses: three in the UK (Edinburgh, Scottish Borders, and Orkney), one in Dubai and one in Malaysia. The University offers a highly distinctive range of degree programmes in the specialist areas of science, engineering, design, business and languages.
With a history dating back to 1821, Heriot-Watt University has established a reputation for world-class teaching and practical, leading-edge research, which has made it one of the top UK universities for business and industry. We connect with industry at every level and develop programmes to match their needs – so employers get work-ready industry-fit graduates.
Heriot-Watt is also Scotland's most international university, boasting the largest international student cohort.
We have an established set of values that help us to nurture innovation and leadership and show our commitment to continuous improvement and development in all our activities.