Resident Service Support Manager

Key Areas of focus for this role include:
· Residence scholars and faculty concierge Services
· Co-ordination of facility work
· Ensuring the safety and welfare of the building occupant and visitor
· Reconcile compliant, feedback and ensure proper record documentation
· Property management support
Update the engineering work order into system ( Facility One )
Key Responsibilities
· Communicate effectively in person, via telephone or in writing with customers and colleagues. Clearly understand and respond to their needs
· Provide high-end and seamless services and experiences at the college delivering excellent customer service consistently and in line with GSA value.
· Ensure compliance, security and integrity of customer data
· Understand who the different stakeholders are within the college and across the portfolio, familiarise yourself with process relating to clients and agreement and adhere to them
· Complete resident check-in/out and other resident process in a timely and proper manner in line with the core operation guideline
Property Management Support
· Follow and implement GSA operating process, business system and standards
· Follow up on all resultant actions in a timely manner to include customer feedback, liaison with Maintenance and Cleaning support functions
· Schedule flat inspections and record them within the property management system. Complete all resultant actions in a timely manner to include customer charges, liaison with maintenance and cleaning support function
· Record, log and monitor any maintenance issues that may arises within the property and liaise with the Maintenance Team to ensure their timely repair
· Update Property Documentation Files and others operational document as required
· Take responsibility for understanding Health and Safety requirements within your role, asking questions to clarify your understanding and flagging any issues you may encounter.
Student Support
· Ensure that the safety and welfare of all customer is maintained at all times
· Work with relevant jurisdiction within SASC to provide relevant welfare information and support to student
· Provide front service support including enquiry, simple translation and in-house event whereas required
Work relationship with RSSM / On-site Vendors / Support Staff
· Establish excellent work relationship with RSSM and on-site staff of the vendor companies
Collect feedback and flag issues whereas appropriate to RSSM and Operation Manager
Personal Attributes
· Honest and trustworthy
· Respectful and initiative-driven
· Possesses cultural awareness and sense to change make around the built-environment
· Flexible to changes in working schedule
· Demonstrate sound work ethics
· Strong communicator
Experience & Qualifications
Essential
· Degree qualified from a recognized national or international university
· Minimum 5 years of work experience ( Hotel and or Serviced Apartment industry based )
· Strong English oral and written skills
· Knowledge of social media platform; wechat, weibo etc
· Experience of working in a customer service environment
Proficient in the use of Microsoft word, excel and power point