Front of House Coordinator

Position details

Purpose of the position Provide a friendly, welcoming and efficient service to all residents, Keeping in line with the company's vision and brand guidelines. The main purpose of the Front of House is to respond to residents enquiries in a timely and helpful manner and to play a part in the general running of the reception desk, effectively selling the rooms and a support to the Accommodation Manager.

Reports to Accommodation Manager

Company details

Our main aim is to grow the CRM Students portfolio, whilst providing high quality accommodation to the UK student market. We want to be seen as a dynamic brand that is known for providing a memorable and enjoyable experience for our students. CRM Students aims to deliver excellence through both product quality and superior customer service. CRM Students is all about simplifying things, making students' lives easier, offering exceptional customer service and a quality student housing product at all times.

Main duties

The Front of House works closely with, and supports the Accommodation Manager, as the first point of all for any resident enquiries. You will be an integral part of the on-site team, responsible for taking tours, chasing student documents and debtors, creating good relationships with students, check-in and check-out processes and ensuring the smooth day-to-day running of the reception.

• Manage the day to day running of the reception, being the first point of contact for any student queries or complaints. This includes meeting, greeting and attending to the needs of guests, ensuring they receive an exceptional customer service
• To build a good rapport with all residents and resolve and complaints/issues
• Ensuring a smooth check- in and check-out of students:
• Ensuring all documents and payments have been received before student's arrival and that rooms are
• That room condition reports are completed on check-in.
• Thereafter that the correct charges are levied to student accounts on check-out.
• Effective trafficking of work to maintenance and housekeeping departments as reported to the front
• Assist the Management Team as directed with in-house
• Demonstrating company product knowledge and ensuring that the core values of the company are reflected through outstanding customer
• Undertake general office duties, including correspondence, emails, filing, answering telephones and to ensure the smooth running of the reception
• Process all in-house related requests including Extension of Tenancy, Room moves, Transfer of Tenancy.
• Complying with policies and procedures and ensuring you keep yourself updated with any changes.
• Liaising with all departments, including Maintenance, Housekeeping, Finance and Sales on a daily, weekly and monthly
• Assisting and making suggestions for student events and Sales and Marketing Duties
• Conduct tours and effectively selling our product including all benefits to prospective residents.
• Keep up to date with room prices and special offers to provide accurate information to residents.
• Ensuring there is always enough marketing material
• Actively promote the residence and any special offers to current residents and prospective residents either on tours or at trade show

Finance Duties

• To administer the general petty cash systems in an accurate
• Compile and produce financial trackers for deposit refunds and overpayment refunds which are sent to the Finance Department on a weekly
• Taking manual payments through our online payment system and ensure charges are correctly posted to each student's
• Debt collection, which includes chasing and following up with students for unpaid instalments.
• Matching unidentified payments with payment

Other Duties

• Any other duties deemed appropriate via discussion with the Accommodation
• You may be required to undertake any other duties from time to time as the company may reasonably require

Personal Specification

• A friendly and welcoming approach and the ability to cooperate well with all students and clients in a professional, respectful and friendly
• High standards of dress and
• Ability to remain calm during difficult situations or in a very busy
• Excellent interpersonal skills, including a pleasant telephone
• Good administrative skills and the ability to use emails and various
• Attention to detail and accuracy is a
• A positive and enthusiastic attitude with a strong focus on customer
• Highly organised and able to work effectively under
• Outstanding verbal and written communication
• High level of computer literacy including word processing, spreadsheets, databases, email and the use of the

This job description list is not exhaustive and may alter in light of the changing needs of our clients. You may be required to undertake other duties from time to time as the company may reasonably require.