Sports Receptionist

Sports Receptionist

Website Stirling University Football Club

– Salary: 3 £17,408 – £18,688 pro rata
– Hours: 16 hours
– Closing Date: 20/03/2019
– Job Role: Sports Receptionist

The Post
Based at both the Sports Centre and Swimming Pool front desks, the Receptionist will assist with the implementation of the University of Stirling Sport strategy relating to facilities management by maintaining and improving customer service. The role holder will be expected to show excellence in customer care when dealing with all enquires and provide responsive reception and administration service.

Description of Duties
Customer Care:

To act as the initial point of contact for any customer enquiries, either by phone, in person or electronically.
To respond, resolve or refer issues raised by customers in accordance with agreed procedures and practices.
To present a friendly, efficient and effective front-of-house service.
To act as a source of information to encourage repeat and new business.
To administer bookings and admissions through the system in use at the time.
To contribute to the development of customer care policies and practices.
To monitor the use of the facilities to ensure that only members and paying customers enjoy the facilities.
To assist with visits and tours of the facilities when required.
To respond positively to customers and in a polite and constructive manner.
Service Development:

To work in accordance with service standards set by University of Stirling Sport and from time to time contribute in the review and development of service standards in response to customer feedback.
To contribute to the process of continuous improvement.
To work as part of a team, contribute to and support the work of colleagues.
Cash Handling

To process financial transactions, issue receipts and prepare administrative paperwork in accordance with agreed procedures and practices.
To ensure accuracy at all times in the payments by cash, card or cheque.
To ensure accuracy at all times in the issuing of receipts and reconciling balances for all payments.
To collect, record and bank all monies taken during a shift.
To ensure any financial discrepancies are investigated and reported in accordance with policies and procedures.
To carry out weekly cash reconciliation duties and record when required.
To act responsibly, with regard to the security of cash and the safety of those handling it.
Continuous Improvement
To contribute to the continuous development of the service.
To attend and participate in training and development activities relevant to the role.
Health, Safety and Security

To adhere to University policies.
To follow safe methods of work.
To follow emergency procedures as outlined and provided in the Emergency Action Plan.
To ensure other staff adhere to safe methods of work.
To assist in maintenance of a safe and hygienic working environment, in and around reception.
To ensure reception areas are kept free from rubbish or debris.
Administering

To complete all records accurately and diligently.
To ensure that a full handover is provided to other Receptionist staff and/or the Duty Officer (when appropriate), to highlight outstanding actions and issues that have arisen during shift.
To process items of lost property in accordance with University procedures and practices.
To take delivery and receipt of items of mail when required.
Communicating

To communicate effectively with staff and customers.
Miscellaneous

To undertake other duties as may be required by the Operations Manager.
Essential Criteria
Experience of working as part of a team providing excellence in customer care within a front facing, operational role.
Positive attitude and experience of making decisions and using judgement and initiative to solve problems.
Evidence of strong organisational and interpersonal skills.
Evidence of excellent written and verbal communication skills.
Experience of front-line service delivery.
Experience of cash reconciliation.
The ability to prioritise workload.
A friendly and approachable manner.
Ability and confidence working in a busy customer facing role.
Team working experience.
Flexibility in terms of hours and days of work.
Willing to work unsocial hours, weekends or public holidays as required.
Willingness to work additional or alternative hours by arrangement to cover holidays, sickness, etc.
A demonstrated commitment to customer service.
Ability to build effective relationships.
An ability to work under pressure.
Experience of making decisions and using judgement and initiative to solve problems.
Evidence of being self-motivated with a “can do” style and approach.
Computer literate, with experience of using Microsoft packages such as Outlook, Word and Excel.
A passport holder or be eligible to apply for a passport.
Successful Disclosure Scotland clearance, or willingness to apply for Disclosure Scotland clearance.
Desirable Criteria
Experience of working within the sports or leisure industry.
Experience of money management and banking of weekly takings.
Understanding of Direct Debit payment systems.
Experience of using a front of house leisure or facility management system.
Sales experience.
Additional Information
The working pattern and the nature of the duties will require the job holder to work early mornings, evenings, weekends and bank holidays and show a willingness to work additional hours to cover holidays, sickness and large events.
The earliest shift starts at 7am and the latest shift ends at 9.30pm.
Receptionists will be expected to work in either the Sports Centre or Swimming Pool locations.
Receptionists will be entitled to a 30 minute, unpaid break when working a shift of 6 hours or over.
The successful candidate will be expected to wear uniform.
The successful applicants for the full-time post will work on a three week or four week pattern, depending on position.
Attendance at staff meetings and training will be compulsory.
Working patterns may be subject to change on completion of University of Stirling Sport’s facility redevelopment.

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