RESIDENT AMBASSADOR (DAY & NIGHT)
The YardHouse is looking for Resident Ambassadors to deliver first class customer service and resident engagement at our new co-living building in White City.
We're recruiting for both day and night roles, and all applicants will be considered and interviewed for both. Let us know if you have a preference, but a degree of flexibility across shifts is a real advantage.
This is a new building opening in White City, so you'll be joining at the start and helping shape how front of house runs from day one. You'll give our residents a positive and memorable experience every time they deal with you. Be part of a vibrant, effective and supportive team, hit your goals and deliver a genuinely exceptional level of service. Interested? Keep reading.
THE ROLE
- Deliver first class customer service and resident engagement
- Consistently deliver the Moda service standard to residents and all visitors to the building
- Reply to resident queries and meet all response times
- Provide informed and accurate information to residents, face to face or over the phone
- Be the first point of contact for enquiry receipt and initial acknowledgement, then progress and follow up
- Take room enquiries and viewings, gathering the information needed to support leasing
- Help residents understand and get the most from co-living life: the shared amenity, the community and the social calendar
- Parcel management (taking and issuing parcels, and managing app notifications)
- Promote resident events and engagement strategies, for example surveys
- Communicate in line with our brand values
- Deliver the visitor management strategy
- Build and maintain relationships with residents to understand their needs
- Follow and use the complaints procedure
- Manage resident move outs: re/de-programming fobs, collecting post box keys and so on
- Escalate emergencies or incidents
- Report any H&S matters to the CSM/GM
- Observe Health & Safety compliance
- Maintain a key record for front desk sign out
- Programme access control
- Support fire marshalling and evacuation management
- Sign suppliers, contractors and third party visitors in and out of front of house
- Keep the building secure at all times
- Report any maintenance issues in the building, homes or common parts
- Keep residents updated on maintenance items reported, where required
- Liaise with the FM team
- Support marketing and lease-up, including viewings if required
- Be aware of amenity T&Cs
- Help organise and run on-site events
- Push and promote events via the My Moda App and on social media
- Build good knowledge of local attractions and destinations (further training provided)
- Ad hoc administrative tasks
- CCTV monitoring
THE IDEAL CANDIDATE
- Previous experience in customer service, hospitality, co-living, PBSA or residential property
- Genuinely enjoys people and community, and understands that in co-living the relationships you build are central to the experience
- Excellent verbal and written communication skills
- Strong customer relations skills, a sense of humour and plenty of energy
- Professional, confident and outgoing
- Well organised, able to multitask, stay calm under pressure and use initiative
- A strong team player who's happy to support colleagues and put ideas forward
- Good attention to detail and a genuine sense of ownership over the building and its residents
- For night applicants: comfortable working independently and confident making decisions on shift
- Knows White City and West London well, or is keen to get to know the area
BE MORE YOU
As part of the Moda family you'll have access to a range of added benefits including:
- Birthdays off work
- Discounts on leading global brands
- Regular health checks and access to subsidised mental health and wellness services
HOW TO APPLY
If you're up for the challenge, send your CV with a short supporting statement on how you meet the knowledge, experience and skills to [email protected]
Pay: Up to £30,000.00 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Employee mentoring programme
- Health & wellbeing programme
- Paid volunteer time
- Store discount
Work Location: In person
