Background Atalia Student Residences DAC is a wholly owned subsidiary company of University of Galway and is responsible for the management and operation of campus residences Dunlin Village, Goldcrest Village and Corrib Village, as well as the co-ordination of conferences and events across the University campus. Throughout the academic year, our accommodation is home to over 1,800 University of Galway students. Student wellbeing is central to our ethos, as we support students in their transition to independent living. As well as running an annual social programme for residents, there is 24-hour, on-site personnel/security and a range of on-site facilities including a shop/café, launderettes, common rooms, social spaces, sports cages, tennis court and playground. During the summer, we welcome thousands of guests to the University campus for holidays, conferences, special events and summer schools. Our company operates one of the largest Filte Ireland approved accommodation centres in the country, with summer bedroom sales in excess of 70,000 bed nights. Job Role Reporting to the Residence Manager, as a key member of the Residence Team your role will comprise of responsibilities over two operating periods: Academic: September to April Summer: May to August Whilst there are two different operating periods, the main focus of the role is to ensure a smooth and effective check-in, stay and check-out for all residents across both the academic and summer periods. Key Relationships The holder has specific contact with: Members of Atalia Student Residences DACs Summer, Academic, Facilities, Marketing, Sales, Conference & Event and Finance Teams Academic and summer residents, and prospective residents Academic residents parents, guardians and guarantors Group co-ordinators and hosts University of Galway student support services Other external stakeholders Responsibilities The Residence Team is the main point of contact for resident interactions and as such, is seen and recognised as championing the Resident Experience. The successful candidate will: Focus on ensuring a positive resident experience, working with the Residence Management Team to develop and improve this on an ongoing basis Liaise with the Maintenance, Accommodation, Sales and Conference & Event Teams to ensure the rooms inventory is managed in the most effective way Assist with financial management of residents and prospective residents accounts. Be fully conversant with and adhere to good hospitality standards of operation and department procedures Be fully aware of all daily and weekly activities and events across the villages. Ensure that all tasks are completed on each shift and that a full and thorough handover takes place at the end of each shift Record and report any unusual occurrences or problems arising to the Duty Manager or the appropriate member of the Management Team and take appropriate action as necessary Develop and put into practice training plans to ensure all Academic and Summer Residence Team Members are fully proficient in their role and responsibilities and that they embody their roles as champions of the Resident Experience Carry out day-to-day administrative duties and shift checklists as required Manage all correspondence/activity on customer-facing email accounts Work closely with the maintenance team to ensure all issues are resolved promptly and in the case of delays, inform residents of progress Support the Academic Residence Team in ensuring their daily tasks are completed and communicate any updates or changes as appropriate Ensure that all processes related to summer bookings are managed efficiently and effectively Work with the Sustainability Team to support sustainable practices and initiatives Manage Health and Safety, ensuring a safe working and living environment is maintained for all staff, guests and visitors and compliance with all relevant statutory legislation Manage the development of Residence Team SOPs and ensure that appropriate training is carried out by all of the Residence Team members Undertake summer duty management shifts as required and ensure all duty management shift checklists are completed in accordance with company procedures Provide reception cover during busy periods, for breaks and as directed by the Residence Management Team Champion and direct the Residence Team with academic resident communications, financial transactions and other specific tasks related to academic bookings Oversee tour and group bookings allocation, rooming lists etc. Actively work with the Summer Business Manager to maximise room revenue across the total rooms inventory, monitoring the channel manager, third party websites, our own website and direct bookings Any other duties or responsibilities as directed by the Senior Management Team or other key stakeholders During the academic period, the role will predominantly consist of Monday to Friday day shifts. There will be some weekend shifts linked to Academic arrivals, departures and open days. During the summer period, the role will include evening shifts and most weekends. Personal Attributes Minimum of 3 years' experience within the Higher Education or Tourism sector is desirable Reliable, trustworthy and organised Proficient IT user and strong knowledge of MS Office Well-developed written and oral communication skills in the English language Ability to respond effectively to a fast-paced environment and adopt a positive approach to problem solving Ability to work as part of a team as well as unsupervised Standards-driven with a keen eye for detail Ability to accept reasonable changes or the addition of work hours which are necessary for the maintenance of uninterrupted service to guest and patrons Demonstrate a flexible approach to the range of duties required Key Behavioural Competencies Communication: The ability to convey ideas clearly and effectively, listen actively and to foster transparency and trust within the team Collaboration: The ability to work effectively with others to achieve common goals and to contribute to a positive team environment Problem-Solving: The capacity to identify issues, analyse root causes, and develop viable solutions Adaptability: The ability to embrace change and adjust to new conditions Leadership: the ability to guide and motivate peers, set a clear vision, and hold oneself and others accountable Customer service: the ability to build rapport with clients, resolve issues efficiently, and go the extra mile to exceed customer expectations. Time Management: the ability to prioritise tasks effectively, manage distractions, and consistently meet deadlines, contributing to overall productivity Creativity: the ability to generate innovative ideas and solutions Interpersonal Skills: The ability to work well with others, fostering a collaborative and supportive work environment Attention to detail: A keen eye for accuracy and the ability to produce good quality work Benefits: Paid monthly Pension Sick Pay Shop Discount Discounted Accommodation