Job Title: Lodge Manager

Job Description

Lodge Manager

Main Purpose of Job: To supervise and motivate the on-duty porters to ensure the proficient running of the Lodge to the expected standard.

Relationships:

Responsible to: Domestic Bursar
Responsible for: on-duty Porters
Liaison with: Students, staff, visitors, University Security Services and the Police

Hours of Work: 40 hours per week, 5 days over 7.

Main Tasks:

To provide a high level of customer care when dealing with all people arriving at College, including Staff, Students, Fellows, Conference Delegates and Visitors. Dealing efficiently with their enquiries and providing advice, assistance and support to students, staff and visitors to the College.
To promote and encourage this customer focused approach with all other lodge staff members.
To carry out duties as directed by the Lodge Manager to ensure the highest security levels are maintained for college buildings , whilst allowing access to tourists and the general public where appropriate.
To ensure that regular patrols of the grounds are carried out and the locking of gates/doors and the removal of unwanted visitors is managed.
To be fully conversant with the College’s alarm systems, security, fire and CCTV and to respond to any incident arising.
To work with the Lodge team ensuring that a proficient use of the College telephone system is carried out, answering the telephone appropriately and dealing with enquiries and messages effectively.
To ensure and assist the on-duty porter with the timely and accurate completion of all meeting room and accommodation bookings that are received during their shift.
To promote Oriel’s effective and efficient receptionist service for all internal and external accommodation bookings and to ensure that all payments are received and accurately recorded through the Kinetic Database.
To oversee and monitor that the above procedures are carried out effectively by other lodge staff members. To advise and assist other lodge staff members where necessary to ensure they are fully trained and able to operate the systems correctly.
To organise the Lodge staff rotas, ensuring all shifts are covered.
Accountable for the contents of the safe, cash held in the lodge and providing a weekly balance sheet to the Bursary.
To assist the Lodge staff with the issuing and receiving of keys and maintaining an accurate record of all key movements. Advising the need for cutting replacement keys if necessary.
Operating the keyless entry system, issuing and cancelling of fobs and maintaining the security of the system.
To assist with the sorting and distribution of incoming and outgoing mail, parcels and deliveries. Franking outgoing mail. Use of courier services. Obtaining signatures as required. Putting literature in envelopes for posting and putting conference packs together as required.
To oversee that the registration of bicycles in College in the University’s Cycle Registration Scheme is carried out correctly.
To issue as necessary parking permits and contractors passes in accordance with Health and Safety requirements. Control of parking spaces on the Pad, Oriel Street and Oriel Square.
To have a full understanding of all the AV equipment and facilities which are installed in each meeting room as well as the equipment room kits which are kept at the lodge.
To offer and issue Welcome Packs, Oriel Maps and Wi-Fi and Wired Internet credentials where necessary.
Use of the computer for College communication, particularly by email. Also for the provision and retrieval of information from College systems and the Intranet.
To ensure that all Lodge staff are completing administrative tasks in an accurate and timely manner.
To ensure the appearance of the lodge and the general notice boards within the Lodge area are tidy and customer friendly and customer useful.
To compile a new user-friendly Lodge Reference Book, so that anyone working in the lodge can work through how to complete the expected daily tasks.
Ensuring a comprehensive knowledge base is up to date at all times for procedures within the lodge and the Reference Book and the Lodge staff are updated accordingly.
To suggest and undertake training for other members of the Lodge team.
Liaise with other Lodge staff, ensuring comprehensive exchange of information particularly when changing shift.
To understand and be familiar with workplace Health and Safety regulations and procedures, ensuring that appropriate safety precautions are taken at all times.
Hold a First Aid at Work certificate and provide First Aid as required.
First point of call for all out of hour’s emergencies.
Liaison with the emergency services
Training of Fire Marshalls and training all staff on fire procedures.
To be on call as required to assist the lodge.
Any other tasks as requested by the Lodge Manager or Domestic Bursar.

Competency Framework for a Lodge Manager
Adaptability / Flexible and adapts quickly and positively to new situations keeping emphasis on a balanced approach
Thinks ahead and develops contingencies
Communication / Communicates clearly and openly both verbally and in writing
Pitches information at the appropriate level
Manages conflict effectively.
Participates in meetings and communicates information appropriately.
Creativity / Looks for fresh ideas and encourages creative thinking in the team
Turns good ideas into realistic solutions, recognises and utilises ideas
Decision making / Collects and analyses relevant and accurate information about a problem.
Makes conscious decisions to take actions.
Accepts responsibility for making things happen.
Constantly reviews in order to improve.
Effectively delegates to get things done.
Influencing / Presents powerful arguments which persuades others
Has a positive profile through networking and developing positive working relationships at all levels.
Gains commitment to action from a range of people, presenting a balanced and business focused approach.
Integrity / Open and honest
Treats people fairly
Respects confidences
Adheres to legal obligations
Self Management / Sets and strives to achieve high personal performance standards.
Organised and uses a systematic approach to getting things done through to completion
Manages time and resources effectively.
Motivated, self-reliant has drive and determination to succeed.
Meets deadlines and delivers agreed objectives by prioritising and managing through to completion.
Team Work / Motivates and inspires their team to perform and ensure goals are achieved.
Supports, develops, coaches and develops others
Train and develop team to meet business needs.
Demonstrates management and facilitation skills.
Demonstrates a basic understanding of Human Resource management.

Qualities and Experience

3 years’ experience in a management role within the hospitality or customer service industry.
Committed to excellence in service provision.
SIA and DBS certified
Proven track record of effective people management.
Experience in Key Security
Experience in Basic Security procedures

Excellent communication and inter-personal skills.
Pro-active approach to identifying and remedying problem areas.
Strong administrative and organisational skills: This includes
IT Skills – use of MS Office applications
Efficient and accurate office procedures and record keeping;
Excellent self-organisation and time-management skills.

Oriel College, UK Registered Charity No. 1141976