Job Description

Description

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 Casual Lodge Receptionist will be responsible for assisting in the day-to-day operation of the Lodge and fulfilling the daily tasks as per departmental procedures; reporting to the Lodge Manager in the first instance and Security and Safety Manager in their absence.

Key Responsibilities

The Casual Lodge Receptionist role will include, but is not limited to, the following tasks and responsibilities:

Customer service

: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. Professionalism, tact, diplomacy, discretion and a friendly approach are required at all times, as well as an awareness of the need for confidentiality where circumstances dictate; 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, deal with any requests yourself, where possible or, if unable to assist, then to probe for further information and direct the caller to the appropriate person. Taking and communicating messages where required; Ability to work proactively, to foresee any potential issues and to think strategically about contingency plans and communicate them effectively; able to comprehend the 'bigger picture' and how the activities and interactions of a busy College operation relate to the Lodge operation; To deal with any unforeseen situations calmly and be able to use your own initiative to resolve minor issues confidently, but be aware of limitations and know when to escalate. To effectively communicate to the guest, in the first instance, and also to relevant departments as required; To be confident in handling complaints. Able to remain calm and composed to resolve the guest complaints quickly and to ensure all relevant departments are made aware of both the issue and the action taken to resolve it;

Safety and Security

Supporting the Head Porter to ensure a continuous safe and secure environment - highlighting any potential risk and impact on the College to the Head Porter; Be first aid trained, proficient in fire prevention and H & S regulations and act as first responder to incidents, and to coordinate with emergency services or University Security where required; Lodge staff are required to carry out security patrols and deal with any security or behavioural issues appropriately and professionally. Being vigilant at all times and able to confidently, but tactfully and politely challenge anyone who appears to needs assistance; The post holder should be fully conversant with the College Security systems and procedures. Able to deal with any emergencies in a swift and prompt manner following the College Fire and other emergency plans; Responsible for providing written incident reports in line with college policy;

General Operational Duties

Ensuring the Lodge area is clean, tidy and organised and promotes a professional and welcoming first impression of the college, sorting post, delivering parcels and assisting with luggage; To be IT proficient, particularly in the use of MS Office and be able to use the college booking system; To act as an information point and communicate relevant information across the appropriate departments, ensuring accurate and detailed handovers between shifts; Assisting tour party visitors within the College and ensuring the College is well presented for this purpose; The post holder should display a high standard of written and verbal communication, duties will include monitoring the Lodge email account and responding professionally and timely to incoming emails; As directed by the Lodge Manager assist the Dean, Domestic Bursar and Junior Deans in the enforcement of College Rules, ensuring that noise disruption is kept to a minimum and that procedures for managing noise or behavioural issues are complied with to minimise the impact on residents of the college; Ensure the Lodge issue keys/fobs accurately, complying with all procedures; To support the Maintenance team in making initial assessments out-of-hours in resolving maintenance problems, referring as necessary; To collect, cash-up and accurately record all monies paid by visitors or tour parties; To put up and take down flags as instructed; To take responsibility for overseeing parking arrangements within Radcliffe Square and Frewin Annexe on a day-to-day basis, as per College procedures; To comply with any other reasonable request when required by the Domestic Bursar or Head Porter.

General Duties

The post holder will be required to be familiar with, and work in accordance with, all College's policies and procedures. To participate in training and development required by the College. To be willing and prepared to undertake any other duties as directed by the Lodge Manager or Security & Safety Manager. The job description may be subject to review in consultation with the postholder. To be vigilant and take responsibility for ensuring the Lodge and College property and equipment is kept safe at all times.

Person Specification

Essential

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. High level of motivation and initiative and be able to work without direct supervision.

Desirable

Experience using PMS (electronic booking systems). Experience working in an academic setting. Knowledge of emergency procedures and First Aid. Awareness of basic maintenance to triage calls into the Lodge.

Terms and Conditions

Appointment: This is a temporary casual post for 90 days only. The appointment will be conditional on verification of the successful candidate's 'Right to Work' checks and subject to the receipt of satisfactory references.

Salary: 13.68 per hour, inclusive of holiday pay.

Hours of Working: Work will be offered to you on either an hourly or sessional "ad hoc" basis as and when there is work to be done. This will be agreed in advance between yourself and your line manager. You are free to accept or decline such offers of work, as there is no mutuality of obligation whatsoever.



The post-holder should be willing to cover at short notice in the event of sickness or emergency situations.

About Brasenose College

Founded in 1509 and located centrally in beautiful Radcliffe Square, Brasenose College stands as a distinguished institution at the heart of Oxford's rich academic history. Over the centuries, we have evolved into a beacon of intellectual prowess, consistently upholding a tradition of academic excellence. Brasenose College boasts a vibrant community of students and alumni, creating a network that stretches far beyond the halls of the College. Our influence resonates globally, with scholars and professionals alike contributing to various fields around the world.



We are a medium sized college with 370 undergraduates, 210 graduate students and 115 support staff. Outside of the three 10-week terms, during Easter and summer, the College is exceptionally busy hosting international conferences and Bed and Breakfast guests.