招聘Resident Support Service Manager (RSSM)_优巢物业管理（上海）有限公司北京分公司招聘信息-最佳东方

Overview of the Company

GSA Group is the first truly global leader in student accommodation. With nearly twenty-five years’ experience in creating and driving the sector. We are the authority in understanding the opportunities presented by continual expansion of international higher education. Our strategy is to use our history, expertise and knowledge to deliver the best and most culturally appropriate student living experience in every local market. Our values shape everything, we do: integrity, commitment and energy.

Our people are talented, innovative individuals from all backgrounds and industries, and are dedicated to delivering excellent service to customers. We are committed to the personal development and training of our teams

Key Objectives of the Role

GSA have entered the China market and is managing a Residential College on Behalf of Stephen A Schwarzman Education Foundation ( SASEF) from January 2016. The Schwarzman’s Scholar ( the College ) is located within the campus of Tsinghua University in Beijing, China. Encompassing a total GFA of approximately 240,000 sq.ft. the College comes with 200 student dorm rooms, 16 faculty apartments, lecture theatres, seminar rooms, library, an indoor gym, multi-function ballroom, cafeteria and in-house pub. This is an exciting opportunity for someone to deliver the Resident Service Support Manager role for GSA. The incumbent will deliver excellent customer service and on-site support through adherence to GSA’s operating procedures.

This is our 4th 3-years renewal with the Stephen A Schwarzman Education Foundation ( SASEF)

Key Areas of focus for this role include;

· Residence scholars and faculty concierge Services

· Co-ordination of facility and building operation/service 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

Deliver world class customer service

· 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 within the college and across the portfolio to manage the proper level of communication need, familiarise yourself with process relating to clients and agreement and adhere to them

· Effective communicate and co-ordinate the various building services requirements to ensure timely and organized delivery

· 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 and College operating process, business system and standards

· Follow up on all resultant actions in a timely manner to include customer feedback, liaison with Food service,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.

· Manage the Duty / Front Desk registration and administration work

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 and teamwork with your colleague 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

· Good communicator

· Able to recognize one’s shortfall and learn

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 working in a customer service environment

· Proficient in the use of Microsoft word, excel and power point

Yugo Group is the first truly global leader in student accommodation. With nearly twenty-five years’ experience in creating and driving the sector, we are the authority in understanding the opportunities presented by continual expansion of international higher education. Our strategy is to use our history, expertise and knowledge to deliver the best and most culturally appropriate student living experience in every local market. Our values shape everything we do: integrity, commitment and energy.Our people are talented, innovative individuals from all backgrounds and industries, and are dedicated to delivering excellent service to customers. We are committed to the personal development and training of our teams.Our Culture & ValuesWHY: We Make A Real Difference to Students’ LivesHOW: We use our track record; expertise and knowledge to deliver the best culturally led student living experienceWHAT: We develop, manage and invest in student communities on a global basisVALUEINTEGRITYA professional approach, we demonstrate integrity, honesty and fairness in every action taken.COMMITMENTA result driven business, we proactively focus on the customer taking individual responsibility to drive performanceENERGYAn enthusiastic and positive working environment, we embrace cultural diversity and develop/nurture talent.Making a real difference in everything we do