Lodge Porter in Oxford

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 Full-Time Lodge Porter 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.

Key Responsibilities

• 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.
• 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.
• 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 effectively communicate to the guest, in the first instance, and to relevant departments as required.
• To be confident in handling complaints.
• 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.
• Lodge staff are required to carry out security patrols and deal with any security or behavioural issues appropriately and professionally.
• Ensuring the Lodge area is clean, tidy and organised and promotes a professional and welcoming first impression of the college.
• To act as an information point and communicate relevant information across the appropriate departments, ensuring accurate and detailed handovers between shifts.
• To comply with any other reasonable request when required by the Domestic Bursar, and Lodge Management Team.

Person Specification

• Previous experience working in a customer service focused role in a hotel or similar environment.
• Good written and verbal communication skills.
• IT literate – able to use Microsoft Office.
• Ability to prioritise when dealing with a wide and varied workload.
• Able to use initiative to solve day to day problems or to react appropriately in the case of emergencies.
• Able to remain polite and calm under pressure, be self-motivated and organised.
• Able to demonstrate compassion and support in a high-pressure environment.
• Ability to work collaboratively as part of a team, in a flexible, supportive and adaptable manner.

Terms and Conditions of Employment

• This is a permanent full-time post and there will be an initial probationary period of six months.
• The appointment will be conditional on verification of the successful candidate’s ‘Right to Work’ checks and subject to the receipt of satisfactory references and medical clearance along with a Disclosure and Barring Service check.
• Salary: Equivalent to Brasenose College salary scale, Grade 3 £27,704 - £28,607 pa according to experience.
• Hours of Working: Averaging 35 hours each week depending on shifts, working 4 days on and 2 days off.
• Benefits include pension eligibility, annual leave, meals, welfare support, travel pass loan, cycle to work scheme, sports facilities access, and university card for discounts.