Lodge Receptionist (Days) Casual in Oxford

Hours of Work
This is a casual post. Shift times will vary, with the earliest shift starting at 7:30am and the latest shift finishing at 10:00pm.

Key Duties

• Customer Service
  Provide a warm 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 professional, approachable and safe environment for students to get information or signposting to the appropriate support resources. Deal with a wide and varied flow of people at different levels with professionalism, tact, diplomacy, discretion and a welcoming approach; maintain confidentiality where required. Act as a point of information for college members during term time, for conference and events guests and for visitors throughout the year. Quickly locate or provide information about the College, its history, local area and tourism attractions. Handle telephone calls to the main switchboard; display a warm and professional welcome by phone, competently answer enquiries, take requests, and where unable to assist, probe for further information and direct the caller to the appropriate person. Take and communicate messages where required. Work proactively, foresee potential issues, think strategically about contingency plans and communicate them effectively; grasp the bigger picture of how the activities and interactions of a busy College operation relate to the Lodge operation. Deal calmly with unforeseen situations, use initiative to resolve minor issues confidently, and know when to escalate; communicate to guests and relevant departments. Handle complaints calmly and confidently to resolve them quickly, informing relevant departments of the issue and action taken.
• Safety and Security
  Support the Lodge Management in ensuring a continuous safe and secure environment, highlighting risks and impact on the College. Be first aid trained, proficient in fire prevention and health and safety regulations and act as first responder to incidents; coordinate with emergency services or University Security where required. Carry out security patrols and deal with security or behavioural issues appropriately and professionally. Be conversant with the College Security systems and procedures; act swiftly and promptly following the College Fire and other emergency plans. Provide written incident reports in line with college policy.
• General Operational Duties
  Ensure the Lodge area is clean, tidy and organised, promoting a professional and welcoming first impression; sort post, deliver parcels and assist with luggage. Be IT proficient, particularly with MS Office and the college booking system. Act as an information point and communicate relevant information across departments; ensure accurate handovers between shifts. Assist tour party visitors within the College and ensure the College is well presented. Handle the Lodge email account, responding professionally and promptly to incoming emails. Assist the Dean, Domestic Bursar and Junior Deans in enforcing College Rules, keeping noise disruption to a minimum and managing noise or behavioural issues to minimise impact on residents. Issue keys and fobs accurately, complying with all procedures. Collect, cash-up and record all monies paid by visitors or tour parties accurately.
• General Duties
  Be familiar with and work in accordance with all College policies and procedures. Participate in training and development required by the College. Take responsibility for ensuring the Lodge and College property and equipment is kept safe at all times. Comply with any other reasonable request from the Lodge Management team, Domestic Operations Manager or any senior manager. The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your role within the College and the overall objectives.

Person Specification

• Essential
  Previous experience working in a customer service focused role in a hotel or similar environment. Excellent written and verbal communication skills. IT literate – able to use Microsoft Office. Ability to prioritise when dealing with a wide and varied workload. Use initiative to solve day-to-day problems or react appropriately in emergencies; remain polite, calm, self-motivated and organised. Demonstrate compassion and support in a high-pressure environment. Work collaboratively as part of a team, in a flexible, supportive and adaptable manner. High level of motivation and initiative; work without direct supervision.
• Desirable
  Experience using electronic booking systems. Experience working in an academic setting. Knowledge of emergency procedures and First Aid.

Equality, Diversity and Data Protection
Recruitment monitoring information is collected for equality purposes only and does not form part of the selection process. Any personal data submitted to the College as part of the job application process will be processed in accordance with the GDPR and related UK data protection legislation.

Equality of Opportunity
Entry into employment with the University and progression within employment will be determined only by personal merit and the application of criteria related to the duties of the post and the relevant salary structure. Ability to perform the job will be the primary consideration. No applicant or staff member shall be discriminated against because of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation.

Other Information
The appointment will be conditional on verification of the successful candidate’s availability for employment in the UK. The candidate will be required to complete a confidential medical questionnaire which will be forwarded to the Occupational Health Department for assessment. Any enquiries related to these further particulars should be directed to hr@lincoln.ox.ac.uk