Night Administrator

Our student residence, Nido Principe Pio are looking for a full time, friendly and customer-focused Night Administrator 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.RequirementsKEY RESPONSIBILITIES (include but are not limited to):OperationsPromote a 'residents first' culture and ensure their expectations are metTake 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 followedAssist with the sales and marketing of the residence, working with the central Marketing and Sales teams to ensure occupancy year-on-yearAddress 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 viableProvide out of hours support to the residence as required, to ensure that issues are escalated according to procedure.Deliver on customer satisfaction targetsSupervise on-site maintenance operations including planned preventative and reactive maintenanceSupervise 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 residentsWork with the central team and Resident Ambassadors to ensure that a variety of fulfilling and relevant events are carried out regularlyComplianceEnsure 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 plansManage any university partnership contracts and ensure compliance with service level agreementsFinancialAssist 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 debtAssist the General Manager with reconciling accounts against bank statementsPERSON SPECIFICATION:Excellent written and verbal communication skillsAbility to plan and prioritizeStrong attention to detailPositive and enthusiastic attitudePassionate about creating a customer-focused environment for residentsProfessional and friendly demeanorFlexible and adaptableProactive nature and ability to work on own initiativeAbility to work in a fast-paced environmentExcellent customer relationship skillsMonday to Sunday from 23:00 to 7:00 (it is a night shift) - Two days off.50 calendar days of annual leave.We are waiting for you :)Livensa Living will process your personal data to manage your application in the recruitment processes, as well as, only with your consent, to keep your personal data and, if appropriate, contact you for further job opportunities that might fit your profile in the future. You can withdraw your consent, exercise your rights and obtain more information about the processing of your personal data here.