Receptionist

Grade and Salary: Grade 4 (£22,681 – £24,533 pa)
FTE and working pattern: 35 hours per week, on a rota basis covering 7 days
Organisation Name: Estates & Facilities, Hospitality Services
We are looking for a fulltime team member (35 hours per week each) to join our dynamic and busy team operating the main Heriot Watt University reception desk. The reception team provide the initial welcome to all students, visitors and guests of the University. The team sits within Hospitality Services who operate and deliver all student and commercial accommodation, events, catering and cleaning on the Edinburgh Campus. The reception desk operates seven days a week, year-round Monday : Sunday 8am : 8pm split over three shifts (rostered 5 out of 7 days). The ideal candidate will be conscientious, personable, with a can-do attitude and who enjoys delivering a high level of customer service to a very diverse customer base.
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

Provide a full and extensive professional front desk reception and information service to all visitors, students, staff and guests of the University.

Be the initial point of contact for visitors and users of the campus whether in person, electronically or on the telephone.

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.
Carry out all aspects of 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.

Summary of Key Duties and Responsibilities:

Interact professionally and politely to establish level of assistance required by customers in order to deliver the highest level of service at all times Participate fully in the university and department’s personal development process, including writing and following annual Personal Development Reviews (PDR
‘s).
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.
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).
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.
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.
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.
Create and monitor individual and group guest accounts ensuring that charges posted are correct and that supporting documentation is readily available.
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.
Report maintenance/issues from accommodation to appropriate sections or departments using the agreed processes and procedures. Diary and email management of information and internal communication within own team, line management and any other relevant parties.

Education, Qualifications & Experience:
These are the criteria on which the short-listing and recruitment selection will be made
Essential

Literacy and numeracy skills equivalent to SCQF Level 5 or similar or equivalent experience

Experience of working within a similar environment as outlined above

Competent in the use of relevant IT packages

Well-developed interpersonal skills

Demonstrable professional and proactive approach

Demonstrable ability to work quickly, flexibly and accurately in a dynamic, changing and pressured environment

Demonstrable provision of excellent customer service

Desirable

Educated to SCQF Level 6 or equivalent qualification

A second language would be advantageous

Knowledge of Kinetics Software – KX Student would be advantageous
Minimum 2 years

‘ experience working at a large volume hotel front desk or equivalent

Shift Times

Term Time:
10 Sept : 25 June (approx.)

Summer Time:
26 June : 10 Sept (approx.)

Early

08:00 : 15:30

07:30 : 15:00

Middle

10:00 : 17:30

10:30 : 18:00

Late

12:30 : 20:00

14:30 : 22:00

Shifts are rostered 5 days out of 7 days
With part-time staff to support some cover on the weekends, so weekend work will be shared amongst the team so may only include one weekend a month

About our School/Directorate/Team:
Hospitality Services operate the main James Watt Reception for Heriot Watt University seven days a week, providing the initial welcome to all students, visitors and guests of the University. The Reception Team sit within Hospitality Services who operate and deliver all student and commercial accommodation, events and catering on the Edinburgh Campus. We operate a semester time and summer time service which sees the front desk operating between 7am and 11pm depending on the time of year.
How to Apply
Applications can be submitted up to midnight (UK time) on Sunday 12th November 2023
Please submit your CV via the Heriot-Watt on-line recruitment
We anticipate holding interviews w/c Monday 20th November 2023
For informal discussions about the position or the department Karen Taylor – Operations Manager, Events & Reception – karen.taylor1@hw.ac.uk
At Heriot Watt we are passionate about our values and look to them to connect our people globally and to help us collaborate and celebrate our success through working together. Our research programmes can deliver real world impact which is achieved through the diversity of our international community and the recognition of creative talent that connects our global team.
Our flourishing community will give you the freedom to challenge and to bring your enterprising mind and to help our partners with solutions that can be applied now and in the future. Join us and Heriot Watt will provide you with a platform to thrive and work in a way that also helps you live your life in balance with well-being and inclusiveness at the heart of our global community.
Heriot-Watt University is committed to securing equality of opportunity in employment and to the creation of an environment in which individuals are selected, trained, promoted, appraised and otherwise treated on the sole basis of their relevant merits and abilities. Equality and diversity are all about maximising potential and creating a culture of inclusion for all.
Heriot-Watt University values diversity across our University community and welcomes applications from all sectors of society, particularly from underrepresented groups. For more information, please see our website https://www.hw.ac.uk/uk/services/equality-diversity.htm and also our award-winning work in Disability Inclusive Science Careers https://disc.hw.ac.uk/ .
We welcome and will consider flexible working patterns e.g. part-time working and job share options.
Use our total rewards calculator: https://www.hw.ac.uk/about/work/total-rewards-calculator.htm to see the value of benefits provided by Heriot-Watt University.