Resident Host - Days

Our client is currently recruiting for a Day Resident Host for a luxury Build to Rent residential scheme in Birmingham.

Working Pattern:
4 on, 4 off; 6am - 6pm

Role Objective:

To be a brand ambassador for the Company ensuring that customers and stakeholders receive excellent service, and that the building is secure, safe and well maintained.

Day Resident Host Services
* Provide a daily point of contact for tenants for general enquiries, reactive maintenance throughout building and amenity spaces and provide updates on progress.
* Provide daily point of contact for contractors.
* Instruct day-to-day minor reactive maintenance in line with budget and approved contractors list.
* Assist Senior Customer Relationship Manager with viewings and tenant inductions/check ins.
* Ensure access control system is kept up to date and audited.

General Resident Host Services
* Sign in all visitors to the building and ensure they are aware of fire evacuation procedures.
* Maintain and update resident host logbook/handover, noting all activity on shift.
* Ensure management keys are audited daily.
* Undertake audit of keys held in storage every night.
* Receive and sign for all parcels on behalf of residents when required and ensure parcel lockers are utilised efficiently.

Site Security/Access Control
* Control access to the building and maintain security of the building and its customers.
* Always maintain position around the key entrance points unless on patrol or undertaking site duties work.
* Monitor CCTV and arrange image downloads as needed. Report any criminal or suspicious activity to police.
* Lone worker device in possession throughout shift, also.

Site Maintenance
* Undertake regular patrols of all communal areas including external grounds, onsite amenities and allocated car parking spaces and report any issues/defects to Management.
* Daily patrol of plant rooms to check for plant failure or leaks and report to Management.
* Ensure fire exits, walkways and communal corridors are always clear. If there is something causing obstruction, remove or report as appropriate. Check all fire doors are closed and in good order.
* Ensure general health and safety compliance on site.
* Log all cleaning issues on patrol and request any spot cleaning from onsite cleaners where required. Ensure building is always kept clean and tidy and supervise cleaners, as necessary.

Customer Interfacing
* Greet all residents and their visitors to the building.
* Update customers on communal area works via notices/email/display screen on communal notice boards/display screens. Ensure noticeboards are kept up to date and relevant.
* Assist with building induction for new customers including location and use of bin stores, mailboxes, allocated car parking where appropriate and shared amenity spaces.
* Feedback any information to and from customers as required by Management.
* Respond to all customer queries and provide a high-level customer service to customers. Maintain a courteous and helpful manner when liaising with all customers.

Knowledge, Skills & Experience:

• Excellent Customer service experience within a similar role.
• Able to show an understanding of and commitment to good customer care.
• Able to show an understanding of and commitment to property services and managing relationships with Customers and stakeholders.
• Able to communicate effectively and clearly in writing and verbally, including drafting correspondence and documents
• Strong attention to detail