Senior General Manager Candidate Information Pack
About the properties
who are we?
Binary Hub Bonham Street, Dublin, D08 R596
aparto is an accommodation and student experience provider based in the UK, we want to provide amazing experiences in all of our communities by investing in our people, our facilities and our brand. Our approach to student housing is slightly different. We believe in student homes, not student rooms, and we want to provide the best experience possible. We strive to constantly improve. To take feedback from our teams, our residents and our business partners. We aim to provide safe, fun places to live and work. Our buildings are more than just somewhere to stay, they are places our students can unwind, get involved in events and meet like minded people from across the globe. Student experience is at the heart of our business.
That feeling of being at home; it’s a tricky state to achieve.
This is our approach: • provide friendly service that can be depended on • foster a strong identity and sense of belonging • spark an active community to be a part of
We call it our commitment to community. It not only means excellently-designed communal areas, but regular events and fun initiatives – like brewing your own ale or down-time with one of our resident pets.
The Loom Cork Street, Dublin, D08 P772
Montrose Stillorgan Rd, Dublin, D04 AE48
job description
• Overseeing the completion of daily, weekly, monthly and other periodic checks. Ensuring that these are carried out correctly and logged correctly. • Ensuring that there is a positive and proactive culture towards health and safety within the cluster, with your team having a good understanding of requirements and actively ensuring that these are being upheld. • Involvement in the risk assessment process and ensuring that risk assessments are adhered to working closely within H&S framework team. • Inducting contractors & out of hours partners and ensuring that they work in a safe & effective manner. • Utilising the company health and safety system to ensure that records are reflective of the situation at site and documentation is present and in date. • Ensuring that any actions resulting from audits or risk assessments are completed within the set timeframe. • Leading and providing support on all Health and Safety audits, from preparation to conclusion. Service Ensure that the below are in place at all sites within your cluster, both through personal involvement and also effective delegation to, and leadership of, Assistant Managers: • Actively attract five-star reviews on Google and Student Crowd platforms. • Actively provide an excellent resident experience that will reflect in NPS score growth. • Ensure that enquiries, complaints, and maintenance requests are addressed in line with the various SLAs. • Ensure that your conduct and your team’s conduct is professional, warm and welcoming at all times. (In person, in writing / via telephone). • Ensure that yours and your team’s appearance is professional, with the correct uniform being worn where applicable. • Ensuring that front and back of house admin is in place and managed appropriately, enabling swift resolution of issues when they arise. • Scheduling Team Working Patterns to effectively cover the site Operation at all times. To be able to utilise resources between your cluster sites to ensure cover is provided resulting in development opportunities and reduction on agency spending. • Management of our out of hours security provider to ensure that good service is provided overnight also. • Oversee the organising and running resident social events. Standards • Walking the site you’re at on a daily basis • Maintaining the cleanliness of the cluster to a high standard. Adhering to cleaning schedules. • Maintaining the landscaping in the cluster to a high standard. • Ensuring that reactive maintenance jobs are completed within SLA. • Ensuring that lifecycle maintenance is taking place, refreshing, and restoring communal areas and corridors.
Job Title: Reports to:
Department:
Senior General Manager
Operations
City Manager
Role Profile The Senior General Manager is accountable for the operation and performance of three sites in their cluster. Splitting time appropriately across the cluster sites according to operational requirements at any given point in time. Responsible for managing the site remotely when not at a given site, this will be done through delegation and utilising resources available for the Senior General Manager. Leads by example to build a vibrant, safe and welcoming community our residents enjoy being part of. Achieving strategic business goals using the provided processes whilst adhering to our company values and behavioural framework. Location This is a property site-based role, and the employee is expected to work on a day- to-day basis within the property portfolio. Main Duties People • Line management responsibility for Assistant Managers & other team members within the Cluster. • Developing and utilising a coaching habit to help develop and motivate your team. • Conducting/ ensuring monthly one to ones and quarterly reviews are being carried out within the site for all staff members. • Recognising and rewarding good performance through our rewards system and Wow Awards process. • Ensuring all mandatory training at site/s have been completed. • Following aparto processes for managing performance • Developing and actioning engagement plans within your sites. • Having a proactive and strategic approach with regards to people planning. Safety Ensuring that your cluster is operating in a fully legal and compliant manner. Achieved through: • Scheduling all necessary planned preventative maintenance, ensuring that this takes place and that certification is received. • Following internal reporting processes in the event of any incidents. • Ensuring that your team’s mandatory training is fully up to date, including the provision of first aiders and mental health first aiders across cluster.
person specification The below underpins the service provided by apar- to, our values. We have great people who put the customers first at every opportunity. They will al- ways be encouraged to have fun whilst remaining dedicated to always improve our service. • Friendly and approachable • Can do attitude to • Able to communicate effectively with people at all levels (orally and in writing). • Good problem solving skills / ability to use own initiative • Responsive to all queries • Influencing skills and a professional approach • Student accommodation experience • Customer service experience • Basic Garda/DBS disclosure • Outgoing and happy member of a team • Enthusiastic • Encouraging teams to get involved in social functions i.e. Halloween, Christmas and Stu- dent Open Days etc. • A desire to continually develop and coach oth- ers • Willing to attend relevant training days/ses- sions • Willing to seek feedback and review ways to do things better
• Completing site standards audits across cluster and ensuring that these are consistently achieving the pass mark. • Achieving or exceeding the company standards audit pass mark, conducted by a senior manager. • Ensure your site complies with RTB and other sector standards • Ensuring that marketing collateral is displayed in line with instructions, including the removal of retired signage. • Liaise with the City Manager and Head of Operations on relevant matters. • Achieving the business goals in a timely manner through the business framework/processes provided as standard – this includes following and meeting deadline set. • Ensuring that the above is in place whilst you are at your other cluster sites, through the remote management of your Assistant Managers. • Having a strategic mindset in carrying out business/site goals and objectives. Finance • Full P&L accountability for all sites within cluster. • Fully accountable for cost control across cluster. Must ensure that budgeted costs are not exceeded. • Conduct monthly financial performance review for each site within cluster. • Understand opex and capex costs and ensure that costs are attributed to the correct budget. Leasing: • Accountable for the leasing performance of your cluster. • Instilling a sales culture within your team, where every opportunity is capitalised upon and managed through Starrez interactions. • Launching and managing the resident rebooker process, ensuring that rebooker targets are hit. • Attending accommodation fairs where required. • Developing and maintaining new and existing relationships with universities, language schools and accommodation agencies. • Awareness of competitor pricing and promotional activity. • Ensuring that marketing collateral is correctly displayed within your cluster. • Coordinating and overseeing live streams, virtual viewings and in person viewings. • Ensuring that sales enquiries are responded to within SLA and with the correct tone of voice and sales focus. • Ensure that academic year and summer revenue targets are achieved. • Responsible for identifying opportunity for dynamic pricing with the support of your Assistant Managers.
NB: This job description list is not exhaustive and may alter in light of the changing needs of the business. You may be required to undertake other duties from time to time as the company may rea- sonably require.
application process Applications should consist of a CV and covering letter (no more than one side of A4).
Applications should be sent to:
Anna Kacprzak Anna.kacprzak@mrgpeople.co.uk 07513 721 970
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