Residence Manager Candidate Information Pack
CONTENTS PAGE
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OUR SPIRIT 10
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ABOUT
OUR SPIRIT VALUES
OU SP PI
PERSONAL SPECIFICATION 20
DETAILS 22
APPLICATION
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OUR GOALS 12
JOB DESCRIPTION 14
UR PIRIT ILLARS
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ABOUT US
Valeo Management Europe (VME) is a unique student accommodation management company. We have privately designed and built student residences under our LIV Student brand. LIV Student is a lifestyle & design-led purpose-built brand, emphasising creating student communities. We provide exceptional student residence facilities that deliver a superior student experience in unparalleled settings. We have existing and planned residences in the UK, Ireland, Spain & Portugal. We deliver excellent room rates, high-quality service, a caring and familial environment, and an innovative approach. Our business is steadily growing to take account of the ever-changing student residence market.
FLAGSHIP BRAND
With thoughtfully designed spaced, amenities and programmes, the LIV STUDENT lifestyle starts and ends with the student. We focus on our students and show our genuine interest in them. We remember our student’s names. We aim to provide our students with the highest standard of student residence experience with a home-from-home service and facilities. We recognise that this is our students’ home for the year and that our students want an adult-to-adult relationship with safety-nets and guidance, not rules & regulations. We provide a hospitality-driven service which enables every resident the option to have fun make memories and make them their own.
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WE ARE A TRIBE OF WE
Stronger together. We believe in life-work harmony and making it remarkable. We keep our eyes on the horizon, always looking to disrupt the status quo. We are obsessed with our tribe and our tribe is obsessed with our customers. We do what we say and we do the right thing…even when no one is looking. We are relentlessly committed to leaving our world better than we found it. We focus on results, not reasons. Making it happen is what we do.
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AND WE DO ALL OF THIS TO MAKE A DIFFERENCE… NOT JUST A PAY CHEQUE
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WORK HARD. HAVE FUN. HELP OTHERS.
We live out our mission through our mantra, “Work hard. Have fun. Help others.” Which intrinsically binds potential and purpose to create the most purposeful work life possible.
WORK HARD Bricks and mortar aren’t big enough for our vision. We’re not just building places for our students to live, we’re busy building change and real change takes work. Sometimes that work happens at a desk and other times it’s a simple gesture with one of our residents – but it’s always meaningful. Our commitment to raising the standard in niche student accommodation is what continues to set us apart.
HAVE FUN Our unique approach with translates into the lives of we believe that when our t our residents will be, too. W and offer – a bold and mor through events, communit much more.
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HELP OTHERS Sustainability and community are two of our biggest initiatives, but our true passion to change the world is so much bigger. We believe that when we help members of our own tribe, that purpose gets passed on…and on. So our initiatives and programs start internally to help lay the foundation for more purposeful communities, and, as a result, passionate residents.
hin our tribe directly our residents, because tribe members are happy, Which is why we value – re balanced work culture ty involvement and so
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OUR SPIRIT
SPIRIT IN A SENTENCE:
Our community.
OUR SPIRIT MISSION: • To create a sense of belonging and cultivating positive wellbeing. • Through an authentic and holistic approach to student engagement. OUR SPIRIT VISION: Leading a community development process of creating an environment that meets the experiences and needs of students, both individually and collectively.
OUR SPIRIT PURPOSE: Being accepted, valued, included and encouraged by others.
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OUR SPIRIT VALUES
PERSONAL Promoting positive wellbeing with a community ethos.
INTERESTING Raising awareness across cultural, city and conversational topics.
SOCIAL Creating opportunities to engage.
RECREATIONAL Connecting people and being active.
INSPIRATIONAL Being charitable and encouraging social responsibility.
THOUGHTFUL Improving our Environmental and Social impact
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OUR SPIRIT PILLARS
WORK
HELP
HAVE
HARD
OTHERS
FUN
OUR GOALS
1. Create a “holist” community throughout the student journey fostering retention. 2. Drive community lead initiatives 3. Approachable team with genuine effort to support students 4. Authentic initiatives - “leave it better than you found it” 5. Foster Positive Wellness
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JOB DESCRIPTION
Reporting to: Staff Responsibility:
Head of Operations (Ireland)
FoH, Housekeeping and Maintenance staff Security Staff
Key Relationships:
Students/Parents Central office departments Universities/College support teams Suppliers and contractors
RESIDENCE MANAGER – YOUR ROLE The Residence Manager has responsibility for the daily management of their allocated residence(s) under the direction of the Head of Operations (Ireland) HOO). The RM will be responsible for ensuring a high standard of customer service is provided at all times in order to maximise revenue generation. This will be achieved through the delivery of excellent residence services and effective staff management. Ensuring that the residence runs efficiently and cost effectively in line with company policies and procedures, financial management will be a significant focus of the role in conjunction with the Head of Operations (Ireland), with responsibility for daily management of budgets, and cost control. The close working relationship with the team is critical to the success of this role and the city. The ability to manage, coach and develop the team is important, as is the development of relationships with clients. Therefore, the ability to communicate effectively at all levels, demonstrate effective time management and maintain an organised approach to working is essential.
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KEY RESPONSIBILITIES & ACTIVITIES
BUSINESS DEVELOPMENT • Actively support new and existing business and revenue generating opportunities by working with the HoO to conduct sales viewings and manage the student renewal and expansion process. • Ensure student retention and revenue generating opportunities through the delivery of a high standard of customer service. • Maximise residence occupancy to meet and exceed targets, including building and maintaining a summer rental business. • Complete sales viewings where necessary.
CUSTOMER CARE • Maintain relationships with the University/Colleges in the City.
• Ensure that a high level of customer service and satisfaction is achieved through managing and meeting customers’ expectations and service levels, and in line with the National Code
of Standards and LIV Student’s own procedures. • Provide pastoral care and support to residents.
• Be fully conversant with the residences’ Mental Health awareness protocols; be able to direct students to specialist resources and be able to deal with emergency situations if they arise. • Conduct judicial reviews where appropriate. • Ensure revenue generating opportunities through the delivery of a high standard of customer service. • Manage the client move in and client move out process to provide a smooth transition for the client whilst ensuring all administrative, operational and financial aspects are completed to a high standard. DAILY MANAGEMENT • Daily management of the residence to high standards by interpreting and implementing policies and procedures as laid down by VME/LIV Student. • Manage all aspects of administration within the residence including electronic and paper based systems. • Maintain full and up-to-date knowledge of the Company’s policies, procedures and common practices. Inform the HOO and/or HR of any concerns you may have in relation to suspected gaps in that knowledge. • Ensuring that all relevant staff are trained and competent in the Company’s policies and procedures. 15
TEAM MANAGEMENT
Under the direction of the HoO and with assistance from your HR consultant, where appropriate: • Manage the team in all aspects from coordinating recruitment, performance management, communication and employee relations within the guidelines defined by HR in line with employment legislation. • Keep HR and the HoO advised of all recruitment requirements. • Introduce and maintain high levels of team spirit and be a team player. • Ensure that there is effective delegation to meet the needs of the clients and the operation. • Establish regular communication with the team including individual performance reviews and team meetings. • Manage holiday requests ensuring adequate cover for the residence at all times. • Ensure that holiday requests are recorded via the HR on-line portal, providing appropriate training to their team to allow self-sufficiency in requesting and maintaining their holiday records. • Ensuring that all sickness and other absence is reported immediately on PeopleHR. • Manage poor performance and absence management in line with HR procedures and guidelines.
FINANCIAL MANAGEMENT
• Effective and accurate credit control to ensure no outstanding debt on client accounts, taking remedial actions to collect outstanding debt in line with policies and procedures of VME/LIV Student. • Use of the computerised internal booking and finance package to manage and extract financial information. • Ensure billing is completed in line with company procedures as set out by VME/LIV Student. • Maintain full and up-to-date knowledge of the Company’s cash-handling procedures and ensure all relevant staff are competent in the appropriate handling of cash within the residence. • Cash management through full and correct receipting and use of the direct debit system. Daily banking and reconciliation of cash receipts, liaising with the Accounts team accordingly.
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MAINTENANCE, CLEANING & VISUAL STANDARDS • Ensure reactive maintenance work is carried out promptly and in line with the National Code of Standards. • Liaise with maintenance contractors to ensure works are carried out correctly and to a high standard whilst ensuring compliance to health and safety and company regulations and procedures. • Ensure that the residences are clean and highly presentable at all times through management of housekeepers, any cleaning contractors and via daily housekeeping checks. • Ensure all legislative requirements for cleaning and maintenance are met through implementation of company policies and operating practices. • Ensure that a high visual standard is maintained to ensure brand compliance and a high standard of presentation is maintained throughout the residence. PLANNING AND ORGANISING • Effective planning and organising of time and tasks in line with needs of residences and the business as dictated by the HoO. • Adherence to reporting deadlines as laid down by the HoO. • Time and movement management of self and team to ensure adequate staff and management cover of the centre. • REPORTING • Complete reports for reporting to HoO in line with company procedures. • Respond to information requests from Head Office and HoO as directed. • Maintain regular contact with the HoO, keeping them fully updated of pertinent issues, requesting involvement where necessary/ appropriate.
LEARNING, COACHING AND DEVELOPMENT •
• Develop and coach team members in line with the requirements of both the residence and the business, ensuring self-perpetuating teams that are multi-skilled. • Ensure new employees are fully on-boarded and complete their required training. Carry out mid cycle and end of probation appraisals to confirm employment. • Provide and recommend training and development as part of the performance appraisal system. • Keep own skills up to date and acquire new ones as and when required. • Co-operate in any training that the Company feels is necessary for the proper performance of your role. • Attend and fully participate in any relevant training/development, which may be conducted off-site. This may require travel outside of your normal working hours and potentially staying overnight in appropriate accommodation. 17
ON CALL
• Act as the principal contact, via telephone, for emergencies within the residence, both during and outside of normal working hours. • Ensure that security staff (in-house and external) are sufficiently trained to deal with all situations short of genuine emergencies. • Attend the residence, as required, outside of normal working hours in order to effectively manage emergencies. HEALTH & SAFETY • Manage all aspects of Health & Safety of the residence from both client and staff perspectives, ensuring the team are trained to the required standard. Follow policies and procedures dictated by current H&S legislation under the guidance of the VME/LIV Student’s Health, Safety & Compliance Manager. • Ensure health and safety checks are completed including fire alarm testing, emergency light testing, monthly checks, emergency equipment and emergency evacuation practices. Ensure good records are maintained. • Be fully conversant with the company’s fire and emergency procedures including personal emergency evacuation plan for disabled students (where appropriate). SITE PRESENTATION AND SUMMER PERIOD • Manage the client move in and client move out process to provide a smooth transition for the client whilst ensuring all administrative, operational and financial aspects are completed to a high standard. • Ensure that the team maintain high levels of site cleanliness and presentation through the summer period, including internal and external areas of the residence, to the standard required by the company. • Manage the process of regular room/building maintenance checks to include resident move in/move out process. • Ensure all resident accommodation is prepared to a high standard agreement ready for new arrivals. • Manage the summer/turn-around period, ensuring that all staff participate and that staff have sufficient breaks in line with the working time directive during this busy time.
AD HOC DUTIES
• Undertake any reasonable ad hoc duties requested by the HoO.
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PERSON SPECIFICATION
Personal Appearance Education & Qualifications
• To ensure a high standard of appearance at all times in line with Company dress code. • Minimum: Educated to A level standard or equivalent. • A recognised qualification in Business Administration or Leadership would be an advantage. • Previous experience in a management capacity in a client facing service industry, preferably in the PBSA sector. • Previous team management experience. • Previous financial knowledge including budgeting, credit and cost control. • Business development / sales experience is essential. • Strong ability to problem solve, delegate, multi-task, plan and organise. • Enthusiasm and drive with evidence of “going the extra mile” coupled with strong client focus, a flexible and resilient attitude. • Ability to work at pace whilst maintaining a high level of accuracy and attention to detail. • Ability to manage own time effectively, prioritising tasks when required, multitasking and meeting deadlines. • A strong client focus and a resilient attitude. • Demonstrates a good understanding of the business and the PBSA market.
Experience
Abilities
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Character
• Friendly and approachable, self-motivated, professional, resilient, adaptable. A strong communicator with a direct and open style. You must be able to: • Communicate confidently, fluently and logically. • Hold others’ attention when speaking. • Change people’s views and influence their decision. • A good working knowledge of MS Word, Excel, Outlook. • A good working knowledge of StuRents within 6 months of joining the Company. • Acquiring good comprehension and utilisation of other databases/ systems (as introduced by the Company from time to time), which are required to improve standards/performance/services at the residence; within 6 months of introduction. • Ability and willingness to work flexible hours as determined by the needs of the business. • Ability to work days and weekends including bank holidays as required during busy periods. • Ability to work at key periods throughout July, August and September, as required by the business, to assist with the intake of clients. • Ability to attend meetings and occasional training sessions, which may be conducted outside of your normal working hours; travel within the UK and ROI and possibly overnight accommodation.
Effective & Persuasive Communication Skills
Computer Literacy
Circumstances
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APPLICATION PROCESS To arrange a confidential conversation to discuss the opportunity in more depth, please contact Hayley Mintern (hayley.mintern@mrgpeople.co.uk) & Hannah Searle (hannah.searle@mrgpeople.co.uk) Applications should consist of a CV and covering letter and should be sent to hayley.mintern@mrgpeople.co.uk & hannah.searle@mrgpeople.co.uk.
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