As part of the restructure, two new Deputy Head of Operations roles were set up to support the Head of Operations. One was filled by an incumbent Area Manager and MRG were tasked with finding the second Deputy. We were briefed to find a candidate with strong sector experience, who could support the Head of Operations through a time of change. A matrix was agreed and a shortlist presented against this, including candidates from the hotel sector, accommodation providers, other universities, and language schools. The appointed candidate had extensive experience working for a large hotel brand, before working for a private provider within accommodation. They were able to hit the ground running, having worked with large companies in times of change. Deputy Head of Operations (Accommodation)
Accommodation Advisors Campaign
The restructure at UCL brought in a lot of movement at the Accommodation Advisor level, and MRG were tasked with managing all vacancies at this level, bringing in new talent to drive customer service across site level. This was a large campaign, and several consultants at MRG worked together on the project to recruit Accommodation Advisors, across Grades 3 and 5, to start with the university at the earliest opportunity. The focus was on candidates with strong customer service skills and facilities management experience. The team were successful in placing c.35 candidates from a variety of backgrounds, including PBSA, BtR, retail, hospitality, and serviced offices. Business Development Manager Alongside the restructure, it was decided to appoint a Business Development Manager to grow and develop the summer business across the residences. MRG were given the brief to find an individual with a strong sales background who could hit the ground running with the university. During the process, an interim was appointed by MRG to get started on the business development strategy, while the appointment for a permanent individual took place. Headhunting candidates from similar sectors with a strong sales focus, such as hotels, venues and international languages schools, resulted in a shortlist of 8 candidates, with 3 appointable candidates after the interview stage.
The successful candidate coming from the hotel sector, with experience of managing sales over multiple sites.
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