Resident Host

Overall Purpose

This role is the host and centre of the neighbourhood community and engages daily with residents, connecting people and creating a unique and memorable experience for residents. The 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.

• Be a primary, customer facing representative of Get Living for all current and prospective clients, ensuring they receive an exemplary experience from first enquiry to move-in and on to an enduring resident experience.
• 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 Resident Management team with any specific considerations for residents (pre-let) to ensure all works are executed on time (pre move-in).
• Diary management to conduct tours and other responsibilities. Accompany prospective clients on tours, articulating the Get Living story and promoting the key reasons clients should choose our homes.
• Challenge clients to think differently and enlighten them about Get Living’s unique, service orientated way of renting.
• Manage and document the leasing journey using CRM system and software.
• 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.

Internal: Neighbourhood, leasing and customer hub teams, estate management team (security), all internal departments, other GL neighbourhoods.

External: Residents, third party contractors and suppliers, all relevant service providers, all relevant retailers.

• 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 / Rent Cafe / Hubspot.
• Excellent verbal and written communication skills.
• Proven track record of outstanding customer service skills.
• Self‑motivated / driven / pro‑active / initiative / solutions driven.
• Excellent attention to detail and organised approach to work.
• Enthusiastic approach to create an unparalleled service.
• Ability to engage confidently with residents.
• Demonstrate flexibility, adaptability and cooperation with residents and colleagues alike.
• Ability to work under pressure whilst remaining calm.