Our brand new student residence, Nido Principe Pio are looking for three full time, friendly and customer-focused Administrators in Madrid, Spain.
You will be the first point of contact for residents and visitors, welcoming them to the building and helping them with any queries. You'll carry out tours for prospective residents, keep our database updated, organise incoming post and help with check-ins and check-outs.
You'll work closely with the General Manager to provide a consistent service for the residence. If you're a team player, committed to great customer service and highly organised, please get in touch to find out more.
Requirements
KEY RESPONSIBILITIES (include but are not limited to):
Operations
Promote a 'residents first' culture and ensure their expectations are met.
Take responsibility for management of the office.
Ensure that the customer service level of the residence team remains high and the agreed service level agreement is followed.
Assist with the sales and marketing of the residence, working with the central Marketing and Sales teams to ensure occupancy year-on-year.
Address complaints and breaches of the residence code of conduct with residents and parents, gathering relevant evidence and preparing written outcomes. Escalate to the General Manager where necessary.
Manage and communicate room cleans and reactive maintenance works.
Assist the Systems team with the management of the property management system, ensuring all data entered by the team is correct and viable.
Provide out of hours support to the residence as required, to ensure that issues are escalated according to procedure.
Deliver on customer satisfaction targets.
Supervise on-site maintenance operations including planned preventative and reactive maintenance.
Supervise housekeeping operations to ensure that the site always remains presentable.
Implement and ensure that Nido Standard Operating Procedures are adhered to by on-site staff and residents.
Work with the central team and Resident Ambassadors to ensure that a variety of fulfilling and relevant events are carried out regularly.
Compliance
Ensure that health and safety standards of the residence are adhered to and staff are trained and up to date with changing responsibilities, legislation and obligations.
Ensure compliance with all agreements and contracts in delivery to residents, suppliers and stakeholders.
Ensure that reporting and monitoring structures are in place to identify accidents, incidents, behaviour and activities which may be detrimental to Nido and its reputation and promptly instigate corrective plans.
Manage any university partnership contracts and ensure compliance with service level agreements.
Financial
Assist the General Manager and Head of Operations with budget management, occupancy commitments and cost plans.
Assist in the implementation of cost management and revenue-generating initiatives to enhance operations where possible.
Assist with accurate and timely reporting on a weekly and monthly basis.
Ensure prompt collection of all sums due from residents and effectively manage all arrears and bad debt.
Assist the General Manager with reconciling accounts against bank statements.
PERSON SPECIFICATION:
Excellent written and verbal communication skills
Ability to plan and prioritize
Strong attention to detail
Positive and enthusiastic attitude
Passionate about creating a customer-focused environment for residents
Professional and friendly demeanor
Flexible and adaptable
Proactive nature and ability to work on own initiative
Ability to work in a fast-paced environment
Excellent customer relationship skills
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