Senior Receptionist Reports to: Front Office Manager Organisation:AtaliaStudent Residences DAC Background Atalia Student Residences DAC is a wholly owned subsidiary company of University of Galway and is responsible for the management and operation of campus residences Dunlin Village, Goldcrest Village and Corrib Village, as well as the co-ordination of conferences and events across the campus. In addition to the three main on-campus villages, there are two houses off campus, owned by the University and managed by Atalia Student Residences DAC. Throughout the academic year, our accommodation is home to over 1,800 University of Galway students. Student wellbeing is central to our ethos, as we support students in their transition to independent living. As well as running an annual social program for residents, there is 24-hour, on-site personnel/security and a range of on-site facilities including a shop, café, launderettes, common rooms, social spaces, sports cages, tennis court and playground. During the summer, we welcome thousands of guests to the University campus for holidays, conferences, special events and summer schools. Our company operates one of the largest Filte Ireland approved accommodation Centre in the country, with summer bedroom sales in excess of 70,000. Job Role The role of the Senior Receptionist will be to support the Front Office Manager in the smooth running of reception team and duties as outlined below. You will ensure a high-quality delivery of customer service as required by students during the academic year and a high volume of summer guests from May to August. Your ability to communicate effectively will be instrumental in setting clear instructions and objectives for your team, implementing a comprehensive plan that outlines progress, goals, and business strategies. The position will be based at the reception desks in Goldcrest Village & Dunlin Village. Key Relationships Reporting mainly to the Front Office Manager, the holder also has contact with: Assistant Front Office Manager Reception Teams Summer Business Manager Academic Manager/Co-ordinators Facilities Team Accommodation Team Academic Year and Summer Customers Responsibilities Summer Period: Together with other Managers on Duty and the reception team,ensure a smooth and effective check-in and check-out for all summer guests. Be the first point of contact for all enquiries via email, phone or in person. Assist FOM and the Reception Team with all guest interactions and be seen and recognised as a champion for the guest experience, working to develop and improve this, constantly. Assist Front Office Manager with Summer Reception Team, training, development, and associated administrational duties. Ensure that all complaints/queries that happen during your shift are dealt with in a timely manner, recorded and followed up to ensure the customer is happy. Together with FOM and Ass. FOM monitor and direct Reception Staff ensuring all duties are conducted competently and in accordance with the company procedures. Maximise staff productivity and encourage staff motivation by helping to create a positive working environment. Undertake Summer Duty Management shifts as required. Academic Period: Assist reception team with students check-in in September and check-out in May. Collaborate with the Academic Team and Residential Assistants on events throughout the Academic Year. Assist FOM in managing the Academic Year Reception Team and Resident Assistants Team, their training, development, and associated administrational duties. Work with and support the Academic Business Manager and their Team to provide an appropriate experience to the Academic period residents. See to complaints from residents and/or parents are directed to the relevant Manager. Assist in emailing and calling residents on the debtors list and keep track of outstanding payments, fees, and fines. Personal Attributes The post holder requires: 1 years experience in a commercial hospitality environment, at a senior level or 3 Years at junior level Some knowledge of the student accommodation or hospitality sector Customer service / hospitality expertise Attention to detail Reliable and trustworthy Knowledge of Microsoft Office Experience with PMS systems Excellent organisational skills Excellent written and verbal communication skills. Ability to respond positively to a fast-paced environment and adopt a positive approach to problem solving The ability to multi-task Ability to work as part of a team as well as work unsupervised Proficient level of English Time management skills Key Behavioural Competencies Planning and Organising Ability to methodically support both the academic term and summer business. Target-Driven Ability to set and motivate teams to achieve targets within specified time. Decision Making A proven ability to work under pressure in a fast-paced environment whilst proactively solving problems and making informed decisions. Communication Communicates persuasively and eloquently at the highest levels with internal and external groups. Innovative and Creative Thinking A strategic and innovative thinker. Contributes to the strategic direction of the company by bringing new ideas and thinking to improve processes. Leadership Contributes to the development and implementation of strategic key goals. Working Hours During the Summer period, the role will be operational, include evening shifts and weekends. During the Academic period, the role will be predominantly, Monday to Friday, day shifts and some weekends, as required by the business. Summer Calendar (May - August) Must be available Weekday and Weekends, also involves day and evening shifts. Academic Calendar (September - April) - Predominantly Monday Friday during, however some weekends may be required for special events Skills: Customer Care Academic Benefits: Paid Holidays Parking Pension Fund