Front of House Team Member (SPACE)

About the Role

As a Front of House Team Member at Space Student Accommodation, you will be the first point of contact for all residents, contractors, and visitors. Your role is critical in maintaining a professional and welcoming environment, embodying the high standards and customer service excellence synonymous with our premium brand. You will be responsible for managing daily interactions, overseeing the receipt and logging of parcels, conducting property viewings, and assisting with administrative tasks. Additionally, you will provide support during emergency situations, ensuring that residents\’ safety and well-being are always prioritised.

This role demands an individual who excels in customer service, is detail-oriented, and can operate effectively under pressure while maintaining a professional approach at all times.

Key Responsibilities

• First Point of Contact: Serve as the initial point of contact for all residents, contractors, and visitors, delivering a high-calibre customer service experience that reflects our brand values.
• Resident Support: Respond promptly and professionally to resident inquiries, providing assistance with issues or requests, and ensuring they receive a seamless, positive experience.
• Parcel Management: Oversee the receipt and logging of parcels, ensuring accurate documentation, and facilitating the efficient collection of parcels by the correct resident.
• Visitor and Contractor Management: Ensure that all visitors and contractors sign in as part of a structured, secure access system, maintaining the safety and integrity of the property.
• Emergency Response: Take immediate action in the event of an emergency, including fire alarm activations, ensuring that all safety protocols are followed and that residents are informed and guided accordingly.
• Enquiry Management Support: Assist the Senior Sales Manager in handling and responding to incoming enquiries, providing necessary follow-ups to ensure the management of prospective resident interest is efficient and professional.
• Property Viewings: Conduct property viewings for prospective residents, delivering a polished and informative presentation of the accommodation, its amenities, and the wider community offering.
• Event Support: Collaborate in the planning and execution of resident experience events that contribute to a vibrant community atmosphere, fostering engagement and satisfaction among residents.
• Arrears Management Support: Assist with arrears management by ensuring timely communication with residents regarding payment deadlines, providing follow-up as necessary to resolve outstanding issues.
• Property Maintenance and Hygiene: Support the team in maintaining the property’s cleanliness and hygiene standards, ensuring that all communal and individual spaces are kept to a high standard of presentation.

Requirements

• Experience: Proven experience in a customer-facing role, ideally within student accommodation, property management, or premium hospitality, where attention to detail and exceptional service were paramount.
• Exceptional Communication Skills: Superior verbal and written communication skills, with the ability to engage with a diverse group of residents, contractors, and visitors in a courteous, professional manner.
• Customer-Focused Mindset: A strong dedication to delivering excellence in service, anticipating needs, and responding to any issues with professionalism and courtesy.
• Crisis Management: Calm under pressure, with the ability to respond swiftly and competently to emergency situations, prioritising safety and security.
• Organisational Skills: Strong organisational skills, with the ability to effectively manage parcel logging, visitor logs, and administrative duties.
• Team Collaboration: Ability to collaborate seamlessly with colleagues across all departments to maintain an efficient, cohesive operation.
• Proactive and Solution-Oriented: Proactive in addressing issues and finding efficient solutions to meet resident needs and ensure smooth day-to-day operations.

What We Offer

• Competitive salary and benefits package.
• A friendly and supportive work environment.
• Opportunities for professional development and career growth through our Scotsman Steps Programme.
• The chance to make a positive impact on the student experience in St Andrews.
• Wagestream – Stream up to 40% pay as it is earned and set automatic savings to support your financial wellbeing.
• Access to the Scotsman Perks Benefits Portal.
• Refer a Friend Scheme.

Next Steps

If you think the role of Front of House Team Member is for you, apply now and one of our friendly team will be in touch.