Senior Community Host - Woking

PMR are seeking a Senior Community Host to oversee the day to day activities of the Community Team, ensuring the day is organised and prioritised, to meet the overall Community objective. The Senior Community Host will achieve resident retention goals by performing all activities related to customer service to all residents, providing resident satisfaction throughout the term of the lease to ensure resident lease renewals and referrals.

Key Responsibilities:

• Deliver an exceptional experience to every person, beginning with an unmatched first impression.
• Building rapport with other team members, visitors, investor and clients, and both prospective and current residents and ensuring the team are constant in the delivery of this.
• Management of complaints/problems/issues arising from Residents, ensuring that all complaints are dealt with quickly and efficiently. This requires strong and efficient communication skills, maturity, an abundance of common sense and the ability to stay calm in a crisis.
• The ideal candidate will need to be highly organised, must have good written communication skills and be able to multi-task. Ensuring all issues reported to us are recorded on our database.
• Ensuring the team maintain and uphold a high standard for community check appeal, by conducting routine inspections of all community amenities and common areas. Working with the facilities team to ensure that all areas are well-maintained.
• Ensuring the team follows-up with future, new, current and past residents.
• Executes and assists with activities to support the community's leasing and lease renewal program and organising these activities throughout the team.
• Executes and assists with activities in relation to any community activities and events and delegating these activities throughout the team.
• Ensure the team responds quickly and courteously to resident concerns and questions, and takes prompt action to solve problems and/or document and convey requests to the appropriate individual.
• Follows established policies and procedures by monitoring and ensuring compliance with regulatory requirements, organisational standards, and operational processes related to area of responsibility and reporting violations or infractions to appropriate individuals.
• Follow health & safety procedures and policies in accordance with company, community, and department.
• Identifies areas for improvement, offers suggestions and recommendations to optimise efficiency and productivity.
• Keep sensitive information highly confidential at all times
• Organising day to day concierge type services as required by the Development such as handling parcels, delivering post and other reasonable requests.

Skills, Knowledge & Experience:

• Have proven experience in residential services, leasing, guest relations or hospitality, that demonstrates a customer service and experience background in supervisory or senior capacity.
• Be proficiency in executing exceptional customer service and the ability to coach and mentor a team to provide this.
• Have excellent written and spoken English.
• Possess exceptional IT skills including MS Word, Excel & Outlook (training will be provided for our internal system)
• Have excellent relationship building skills, both with entirely new and long term residents and team members.
• Be an efficient and organised individual with excellent communication skills and has a sensitive, professional and well-mannered nature.
• Be able to work exceptionally well within a team dynamic and contributes to an established open culture.
• Have the ability to follow company policies and procedures.