Night Lodge Receptionist (Weekends) - Maternity Cover

Night Lodge Receptionist (Weekends) - Maternity Cover Department: Lodge Employment Type: Fixed Term - Part Time Location: Professional & Support Staff Compensation: £23,737 - £24,520 / year Description Key information: This role is 30 hours per week, worked over Friday/Saturday/Sunday. Shifts worked will be 21:00pm - 07:00am. This will be a fixed term contract of 1-year from 30th October 2026 - 1st October 2027. We reserve the right to close this vacancy at any time, we will review candidates as they apply so early application is encouraged. The Lodge is the first point of contact for all guests and visitors to the College making this a key public-facing role providing a professional yet friendly welcome. The delivery of exemplary customer service is paramount to creating a positive impression and to the successful operation of an efficient and effective lodge reception. The Lodge is open round the clock, 365 days a year. The Night Lodge Receptionist will be responsible for the day-to-day operation of the Lodge at weekends, and fulfilling the daily tasks as per departmental procedures, reporting to the Head Porter in the first instance and Security and Safety Manager in their absence. Key Responsibilities The Night Lodge Receptionist role will include, but is not limited to, the following tasks and responsibilities: Customer service : Provide a warm, friendly and professional welcome to the College, ensuring visitors are acknowledged quickly and helped in a timely fashion. Be sympathetic to the support and welfare needs of the student body; providing a friendly, approachable and safe environment for students to get information or signposting to the appropriate support resources. Dealing with a wide and varied flow of people at different levels. Professionalism, tact, diplomacy, discretion and a friendly approach are always required, as well as an awareness of the need for confidentiality where circumstances dictate. To act as a point of information for college members during term time, to conference and events guests during vacation and to visitors throughout the year. Able to quickly provide, or know where to find information, and to be knowledgeable about the College history, the local area and tourism attractions. Handling telephone calls to the main switchboard, displaying a warm and professional welcome by phone and able to competently handle enquiries, deal with any requests yourself, where possible or, if unable to assist, then to probe for further information and direct the caller to the appropriate person. Taking and communicating messages where required. Ability to work proactively, to foresee any potential issues and to think about how the activities and interactions of a busy College operation relate to the Lodge operation. To deal with any unforeseen situations calmly and be able to use your own initiative to resolve minor issues confidently but be aware of limitations and know when to escalate. To effectively communicate to the guest, in the first instance, and to relevant departments as required. To be confident in handling complaints. Able to remain calm and composed to resolve the guest complaints quickly and to ensure all relevant departments are made aware of both the issue and the action taken to resolve it. Safety & Security : Supporting the Head Porter to ensure a continuous safe and secure environment - highlighting any potential risk and impact on the College to the Head Porter. Be first aid trained, proficient in fire prevention and H & S regulations and act as first responder to incidents, and to coordinate with emergency services or University Security where required. Lodge staff are required to carry out security patrols and deal with any security or behavioural issues appropriately and professionally. Being always vigilant and able to confidently, but tactfully and politely challenge anyone who appears to need assistance. The post holder should be fully conversant with the College Security systems and procedures. Able to deal with any emergencies in a swift and prompt manner following the College Fire and other emergency plans. Responsible for providing written incident reports in line with college policy. General operational duties: Ensuring the Lodge area is clean, tidy and organised and promotes a professional and welcoming first impression of the college, sorting post, delivering parcels and assisting with luggage. To be IT proficient, particularly in the use of MS Office and be able to use the college booking system. To act as an information point and communicate relevant information across the appropriate departments, ensuring accurate and detailed handovers between shifts. Assisting tour party visitors within the College and ensuring the College is well presented for this purpose. The post holder should display a high standard of written and verbal communication, duties will include monitoring the Lodge email account and responding professionally and timely to incoming em