Moda, The Mercian is looking for a Resident Night Ambassador who will be responsible for delivering first class customer service and resident engagement.
You will provide our residents with a positive and memorable experience. Be part of a vibrant, effective and supportive team to ensure you smash your goals and deliver an exceptional level of service to all our residents. Interested? Keep reading…
THE ROLE
- Deliver first class customer service and resident engagement
- Consistently deliver the Moda service standard to residents and all visitors to the building
- Reply to resident queries and meet all response times
- Provide informed and accurate information to residents either face to face or via the telephone
- To be the first point of contact for enquiry receipt & initial acknowledgement. Then carry out enquiry progression/follow up
- To take room enquiries/viewings, gathering the necessary information to support leasing
- Parcel management (taking, issuing parcels, and managing app notifications)
- Promote resident events and engagement strategies e.g. surveys
- Communicate in line with brand values
- Visitor Management strategy
- Establish and maintain relationships with the residents to best understand their needs
- Following and utilising the complaints procedure
- Residents move out - re/de programming of fobs, collection of post box key etc.
- Emergency or incident escalation
- Reporting any identified H&S matters to CSM/GM
- Health & Safety - observe compliance
- Maintain a key record for front desk sign out
- Access control programming
- Fire Marshall or evacuation management support
- Signing suppliers/contractors/third party visitors in and out of front of house
- Ensuring the security of the building at all times
- Report any maintenance issues identified in the building/apartments/common parts
- Where required, keep residents updated on all maintenance items reported
- Liaison with FM teams
- Support marketing and lease up including viewings if required
- Be aware of amenity T&C's
- Assist with the organization of on-site events
- Good knowledge of local attractions and destinations (further training on this will also be provided)
- Ad hoc administrative tasks
- CCTV monitoring
