Lodge Receptionist; Porter

Department: Lodge

Employment Type: Permanent - Part Time

Location: Professional & Support Staff

Compensation: £19,788.57 - £20,433.57 / year

The College Located centrally in beautiful Radcliffe Square, and dating from 1509, Brasenose College is one of the older Colleges in Oxford. It is a medium sized college with 370 undergraduates, 210 graduate students and 115 support staff. Outside of the three 10-week terms, during Easter and summer, the College is exceptionally busy hosting international conferences and Bed and Breakfast guests.

For further information please visit the website

Purpose of Job
:
The Lodge is the first point of contact for all guests and visitors to the College making this a key public-facing role providing a professional yet friendly welcome. The delivery of exemplary customer service is paramount to creating a positive impression and to the successful operation of an efficient and effective lodge reception. The Lodge is open round the clock, 365 days a year.

The Lodge Receptionist will be responsible for the day-to-day operation of the Lodge and fulfilling the daily tasks as per departmental procedures, reporting to the Lodge Management Team in the first instance and Domestic Bursar when required.

Customer service
:

• Provide a warm, friendly and professional welcome to the College, ensuring visitors are acknowledged quickly and helped in a timely fashion.
• Be sympathetic to the support and welfare needs of the student body; providing a friendly, approachable and safe environment for students to get information or signposting to the appropriate support resources.
• Dealing with a wide and varied flow of people at different levels. Professionalism, tact, diplomacy, discretion and a friendly approach are always required, as well as an awareness of the need for confidentiality where circumstances dictate.
• To act as a point of information for college members during term time, to conference & events guests during vacation and to visitors throughout the year. Able to quickly provide, or know where to find information, and to be knowledgeable about the College history, the local area and tourism attractions.
• Handling telephone calls to the main switchboard, displaying a warm and professional welcome by phone and able to competently handle enquiries, deal with any requests yourself, where possible or, if unable to assist, then to probe for further information and direct the caller to the appropriate person. Taking and communicating messages where required.
• Ability to work proactively, to foresee any potential issues and to think about how the activities and interactions of a busy College operation relate to the Lodge operation.
• To deal with any unforeseen situations calmly and be able to use your own initiative to resolve minor issues confidently but be aware of limitations and know when to escalation. To effectively communicate to the guest, in the first instance, and to relevant departments as required.
• To be confident in handling complaints. Able to remain calm and composed to resolve the guest complaints quickly and to ensure all relevant departments are made aware of both the issue and the action taken to resolve it.

Safety & Security
:

• Supporting the Lodge Management Team to ensure a continuous safe and secure environment - highlighting any potential risk and impact on the College to the Lodge Management Team.
• Be first aid trained, proficient in fire prevention and H & S regulations and act as first responder to incidents, and to coordinate with emergency services or University Security where required.
• Lodge staff are required to carry out security patrols and deal with any security or behavioural issues appropriately…