Job Description
Campus Hub offers a versatile environment, featuring student housing above a vibrant public Piazza. Our clients enjoy a unique setting that introduces them to diverse cultures, people, and captivating experiences. The accommodation provides a dynamic and comfortable student living experience with various living options and lively communal spaces. Meanwhile, The Piazza serves as a bustling hub, housing retail and catering establishments and hosting a wide range of daily activities, ensuring a year-round enriching experience for all.
The Role
As a Customer Experience Executive at Campus Hub, you will play a crucial role in ensuring smooth and efficient day-to-day front desk operations. You will be responsible for managing various aspects of the front desk and customer experience operation including training and managing staff, supervising administrative and clerical duties, and addressing customer complaints and queries
Main Responsibilities Include:
- Customer experience:
- Tending to guests’ complaints and questions and providing exceptional customer service.
- Ensuring that the front desk and reception area is kept clean and organized.
- Maintaining front desk office supplies and equipment.
- Coordinating with relevant departments to organize student activities, events, and workshops.
- Supervising staff and all front desk activities including bookings, appointments, phone calls, and emails.
- Ensuring customer records and files are up to date.
- Overseeing customer experience email to ensure student emails are being responded to in a timely manner.
- Ensuring student activities programmes and events are being prepared and taking place regularly.
- Team leadership:
- Supervising and motivating the Customer Experience Officers.
- Organising work schedules and rosters for the Customer Experience Officers.
- Optimising schedules to ensure budgets are being adhered to.
- Conducting regular performance evaluations and providing constructive feedback for continuous improvement.
- Fostering a collaborative and supportive work environment to ensure high morale and productivity.
- Administrative duties:
- Overseeing Campus Hub administration, including room allocations, check-ins, and check-outs.
- Maintaining accurate records of student occupancy, payments, and complaints.
- Handling inquiries and resolve issues related to accommodation, facilities, and services.
- Monitoring expenses and identifying cost-saving opportunities without compromising quality or safety standards.
Skills and Requirements:
- Degree in hospitality or similar.
- A minimum of 2 years of experience in a front desk supervisory role or similar.
- Proficient in hotel front desk software such as Cloudbeds.
- Good understanding of procedures and practices in the hospitality industry.
- Excellent written and verbal communication skills.
- Strong organizational and time management skills.
- The ability to provide exceptional customer service.
- Good leadership and training abilities.
