Resident Host - Maidenhead

This role is the host and centre of the neighbourhood community in Maidenhead and engages daily with residents, connecting people and creating a unique and memorable experience for residents. This role is responsible for delivering resident satisfaction by providing efficient and welcoming assistance with all requests, ensuring a smooth and seamless operation combined with a high customer service levels.

Key Responsibilities:

• Communicate effectively with residents, visitors, colleagues, couriers, and contractors, welcoming all residents and visitors with a warm and friendly approach in a professional manner.
• Challenge with confidence any unknown visitors in a personable and professional manner.
• Assist residents with all queries about premises facilities.
• Stay current with residents and neighbourhood activity providing recommendations to residents about the local area, attractions and upcoming events. Review and maintain Neighbourhood events diary.
• Maintain and update amenity reservations e.g. VIP events / arrangements / special requests. Manage amenity space reservations in a timely manner and according to our residents' needs and expectations and monitor cleanliness, hygiene and standards paying great attention to every detail.
• Oversee parcel / postal delivery services ensuring that all rental boxes provided are used correctly and ensuring that residents are notified of deliveries awaiting collection.Support resident move-in / move-outs as instructed by Resident Management team.
• Support the Leasing team with any specific considerations for residents (pre-let) to ensure all works are executed on time (pre move-in).
• Track all maintenance requests for the building and liaise and respond accurately to all resident questions.
• Be aware of all premises operations and uphold general oversight of safety and compliance measures. Communicate effectively with all relevant teams to ensure a smooth running of premises operations.
• Undertake regular compliance inspections of the building to ensure all Fire, Life & Safety systems are always fully adhered to and ensure issues are dealt with immediately.
• Assist with daily shift handovers ensuring all outstanding issues are communicated effectively to ensure efficient handover and continuation of investigations into finding resolutions.
• Review and analyse the service levels provided on a weekly/monthly basis, identify and implement any opportunities to improve.
• Attend all regular meetings as required and fulfil any additional / ad hoc duties as required.

Financial

• Ensure all resident payments are processed correctly at point of sale.
• Identify/analyse ways to optimise financial performance to reduce Cost Per Unit (CPU).

People

• Build and develop effective working relationships with the neighbourhood team.
• Attend daily team briefs and communicate clear and consistent focus on operational objectives/goals.

Health & Safety

• Ensure all legal, statutory and servicing compliance is carried out and that such requirements are met and maintain accurate and up-to-date records using data management system.
• Ensure all licensing objectives and control measures are delivered.
• Assist with Crisis Management and Office evacuation measures including planning and annual training.
• Ensure all records are maintained and available for compliance audit purposes at all times

Qualifications & Experience:

• Proven track record of strong customer service experience within residential and/or service sectors.
• Sharp computer skills, including all Microsoft Office applications and systems knowledge e.g. Yardi / RentCafe / Hubspot.

Working Pattern:
42 hours per week on a shift rota basis. 5 out of 7 days with alternating weekend shifts.