Job Description
OPPORTUNITY AWAITS AT SCAPE
Fancy working for a global brand that is genuinely going places? Scape is a premium accommodation provider with buildings across London, Surrey, Ireland, Australia and soon to be the US. As such, we’re always on the lookout for passionate people to join our growing family. Alongside an excellent benefits package which includes onsite gym, free fresh fruit, and a generous holiday allowance, we believe in supporting people to achieve their full potential, which means there are always opportunities to progress at Scape. So, if you’re enthusiastic about working alongside a talented team to deliver the best living experience, don’t hesitate to apply today.
Location: Scape Wembley
Hours: 40 hours per week. Shift patterns are between 7am - 8pm, Monday to Sunday. Must have flexibility to cover a variety of shifts.
As a Team Leader your main responsibilities include:
- Overseeing the training of new reception staff, night porters and any other staff members who have responsibility for the FOH
- Ensure our reception team provides the highest levels of customer service for residents, guests and external suppliers in person and over the phone
- Keeping our booking system updated at all times
- Regularly carry out stock checks, identifying supplies and consumables required by the General Manager
- Making sure the reception team understand and follow our health and safety policy, operational procedures, risk assessments and method statements
- Assist the General Manager with overseeing the completion and on-going training through the e-learning portal
- Overseeing requests from students regarding general maintenance, making sure requests are raised and communicated with our maintenance team
- Assist the General Manager with arranging disciplinary meetings for students and producing and distributing the required paperwork and correspondence
- Making sure all reception tasks are completed with the required paperwork
- Going the extra mile to give to improving the residents’ stay by providing additional services service when requested (but within reason)
- Reporting any incidents and accidents to in line with company policy and ensuring they are recorded
- Handling and logging complaints professionally and compassionately and liaising with the General Manager for resolution
- Treating company documents as private and confidential in compliance with the Data Protection Act
- Assisting the accommodation team by responding to enquiries, following up on leads, managing bookings and waiting lists, optimising conversion rates and maintaining 100% occupancy
- In the absence of our Sales Executive, leading effective, personalised tours that show off our brand, the property and advising rates, add-on services and booking information
- Developing an understanding of student and education issues and showing sensitivity to our students’ needs across an international customer base
- Working with the General Manager and Sales Team to process deposits accurately and quickly and be knowledgeable about the deposit refund process
- Actively assisting the Finance Team with the collection of rent instalments and following up residents with late payments
- Taking an active role leading up to and during turnover to assist the General Manager and team with ensuring all rooms are completed to the required standards
- Overseeing the security of the residents by carrying out spot checks of resident ID cards to ensure security of the building
- Supporting housekeeping with updates to weekend turnovers for nomination agreements
- Overseeing the sales requests on PEX are actioned and students informed of collection
- Overseeing the handling of residents’ parcels, managing the parcel room and communication with the residents
- Take an active part in the Happy Inspector room checks, three times a year or as required, and to report any residents who are in breach of the Tenancy Agreement
Your key attributes and skills are:
- Organised, flexible and dedicated
- Excellent customer service skills
- A professional phone, email and personal communications manner with a passion for excellent service
- Dependable, enthusiastic and an excellent team player
- Competent with Microsoft Office and experienced with learning new systems.
- Previous Reception experience is preferred but not essential
- Flexible in working hours and locations
Why work with us?
As a Scape Team Leader you will be part of an enthusiastic team who work hard to give students the ultimate Scape experience. If you want to provide excellent customer service and are a team player, then we’re sure you’ll fit right in!
We have a range of employee benefits including:
- Increasing pay with length of service*
- Birthday day off!*
- £150 for recommending a friend to Scape*
- Access to our onsite gyms
- Employee assistance programme (EAP)
- Employee of the month awards
- Annual exceptional performance awards
- Access to our Cycle to Work & Tech Scheme*
- Increasing holiday allowance*
- Long service award for our loyal employees
- Maternity + Paternity benefits*
- Career progression and development opportunities
- Overtime and the opportunity to work across Scape sites
- Enrolment onto the Scape Pension Scheme*
- Team socials!!
If you think you have what it takes to be the next Scape Team Leader, contact us now.
We look forward to hearing from you.
The Scape Recruitment Team
Job Type: Full-time
Salary: £23,100.00 per year
Schedule:
- 8 hour shift
- Monday to Friday
- Weekend availability
Work Location: One location