University of Lincoln - Head of Accommodation Services

HEAD OF ACCOMMODATION SERVICES

SITUATED IN THE HEART OF A BEAUTIFUL AND HISTORIC CITY, THE UNIVERSITY OF LINCOLN IS RANKED 17TH OVERALL IN THE UK IN THE GUARDIAN UNIVERSITY GUIDE 2020.

ABOUT THE UNIVERSITY

Students are at the heart of everything we do at Lincoln, from our award-winning teaching to our great industry links and outstanding student experience. We are here to help our students succeed. The University of Lincoln’s striking city centre campus provides a modern student-centred community. Based on the picturesque Brayford Pool waterfront, almost everything students need is either on campus or a short walk away. At Lincoln, we constantly invest in our buildings and facilities as we strive to provide the best learning environment for our students. Over the past two decades, the University has invested more than £350 million in its Brayford Pool Campus, with further plans to invest in additional facilities and refur- bishments of existing buildings. Following the opening of our £28 million Isaac Newton Building and £19 million Sarah Swift Building, work is now underway to create a purpose-built medical school building to help train the next generation of doctors.

OUR ACCOMMODATION

Based in the heart of Lincoln’s city centre, most student accommodation at the University is either on our Brayford Pool Campus or just a short distance away. In fact, more than three quarters of our students travel into campus on foot, one of the highest ratios of any university in the country (Student Travel Survey 2016, as reported by HESA).

Students can choose from a wide range of places to live: from houses and apartments to on and off campus, to small and big halls. Seven University halls of residence place students within walking distance of the City centre, the University’s academic buildings, Student Services, the library and the Students’ Union.

One University hall is located a little further away.

WELCOME FROM JONATHAN HAMBLETT

This is an exciting time for the Accommodation Team at the University of Lincoln.

We are on a journey to expand our student accommodation portfolio. We have gone from 1,037 to 2,682 which opened in 2015. We are now in the process of moving to 4,448 by 2022, creating one of the largest Purpose-Built Student Accommodation operations in the Midlands. In support we have undertaken a restructuring of the Accommodation Team, adding 42 new roles by the end of 2021. Given the continuing growth in the service we are separating it into two specialist teams: services and operations. This new Head of Accommodation Services role will create a Services Team to deliver marketing, front of house including multiple receptions and booking management, and business growth to deliver a surplus to the university. We are looking for a commercially experienced manager from the hospitality or accommodation sectors to build-up and lead this new team; and to work with colleagues from across the University to devise and implement creative new revenue strategies including conferencing and alternate accommodation uses. The role will need wide experience across projects management, IT implementation, team building, customer relations and revenue management. Our core business is students, and the University of Lincoln want to build on an already strong customer ethos to create a sector leading business. The University of Lincoln initial strategy for this team is to implement a hotel style approach across customer service, skills training, and revenue management. At Lincoln, we have a clear vision, ambitious leadership, world-leading academic strengths, and a secure financial base. Our plans for the future are underpinned by long established financial probity.

Jonathan Hamblett Head of Student Accommodation Services BA(Hons), DLe, FIH, FCMI, CWIFM, ACIEH

ACCOMMODATION STRATEGY & STRUCTURE The residential experience was recognised in 2015 as a critical element of student life at the University of Lincoln; accordingly, the University embarked on a transformational change programme, moving from 1,037 bed spaces to 2700 currently, with construction ongoing to increase to 4,400+ by September 2022. In addition to direct operation, the University continues to work with 3rd party PBSA operators in the provision of 1,000+ additional bed spaces, the vast majority of which are also proximate to the Brayford campus.

OUR CORE MISSION AND FUTURE VISION

• Supporting the University by providing quality commercial services and facilities - which are responsive to the needs of our customers, whilst driving revenue generation for the benefit of the University. • To be at the forefront of evolving best practice within the hospitality sector.

The Student Accommodation Service (SAS) is a key asset to the University, supporting recruitment, adding to the student experience and generating revenue and sur- plus.

Student satisfaction surveys consistently show that the quality of the residential experience is a high priority for students. A positive experience is reflected in league tables, so this is a key appointment to deliver and implement and operationalise the strategic vision of SAS.

ST MARKS

LINCOLN COURTS

ABOUT THE ROLE The purpose of the role is to lead a residential services team comprising: sales, after sales, marketing and receptions across numerous sites, in support of student residents, conference delegates and guests. The post holder will develop, implement and deliver strategies to grow ancillary business, develop the accommodation portfolio, improve market penetration and enhance the customer/ student experience.

The post-holder will be responsible for the efficient running of the team so the needs of student residents, conference delegates and guests are fully met. This includes responsibilities for running a booking system, marketing, 3rd party contracts, receptions and administering residential services across 4,500+ beds. Working closely with the Head of Accommodation Operations and the Business Process Manager to deliver the operational and strategic objectives of SAS and to ensure a professional and streamlined service to all stakeholders.

The role will also work closely with University’s conference team, Student Services and professional/administrative departments.

KEY RESPONSIBILITIES

GENERAL OPERATIONS • Encourage all staff to develop and build positive relationships with all student residents, conference delegates and guests. • Manage the smooth running of the SAS booking system, including liaising with staff from around the university; to ensure a reliable and sustainable experience for student residents, conference delegates and guests. Lead on system and method innovation. • Managing all marketing for SAS and activities within the marketing team. Developing and implement the marketing strategy for SAS in line with University frameworks. Co-ordinating marketing campaigns with sales activities. Overseeing SAS’s marketing budget. • Conduct market research, benchmarking and analysis to direct marketing strategy and planning. Oversee the production of all promotional materials and marketing campaigns. Report marketing and sales results to the head of department. • Ensure that the administrative responsibilities of the SAS are discharged in full. That a comprehensive suite of policies

and procedures are maintained for your respective area, and that matters of compliance are comprehensively met. • Regularly inspect and audit receptions to ensure that high standards of presentation and professionalism are evident. • Ensure that fire watch provision by reception/ administrators and all staff is available as required to support a 24/7 service. • Attend emergency call-outs and coordinate emergency service notifications as required. • Collaborate with the HR department to monitor enforce and promote University standards and policies. • To network effectively with peers and external stakeholders to raise the profile of the university and taking forward opportunities for partnership working and collaborative income generating activities.

FINANCE • Assist the Head of SAS in building annual and medium term budgets and in analysing trends and discrepancies. Manage the allocated budget, ensuring best value for money.

TEAM MANAGEMENT • Oversee the recruitment and training of all new staff, making sure staff are aware of all relevant policies and procedures and where to find them.

• Track, and ensure health and safety processes are followed by all staff.

• Manage the accommodation fee release process on behalf of SAS.

• Ensure staff rotas and cover duty roster slots are maintained that meet SAS operational requirements.

• Provide, analyse and interpret Management Information (MI) as required, and generate reports where appropriate to better inform decision making, share best practice across SAS, recognise and import best practice, track sector trends. For the Head of SAS, and their distribution across the universities Senior leadership team, university committees and other senior colleagues in order both to inform and influence policy. • Proactively monitor voids / occupancy, taking remedial action as required. To deliver and report on agreed key performance indicators. • To devise and implement income generation strategies, including identifying and assisting in preparing management cases for new business streams.

• Develop and maintain a culture of change across SAS.

• Manage and oversee all HR matters effectively, including proactive performance

management, across the 20+ strong accommodation services team. Ensuring all HR processes are effectively and rigorously implemented in good time.

LIAISING AND NETWORKING • Establish and build key relationships with key points of contact across the University and external stakeholders. To act as a champion for SAS, ensuring SAS is always up-to-date on emerging priorities and trends. • Liaise with relevant Professional, Statutory and Regulatory Bodies (PSRBs) where applicable. Including the fire brigade, local authority housing and planning departments, CUBO and ASRA, the Institute of Hospitality and Universities UK. • Participate in external networking forums to ensure that the department remains aligned with sector trends and best practice

DEALING WITH COMPLAINTS • Act as a contact point for all service complaints.

• Clarify matters of a non-routine nature dealing with some complex queries and explaining a range or procedures and processes. OTHER DUTIES • Participate in University events/ activities, including open days, arrivals days, student enrolment and award ceremonies, and similar as and when required. • Provide support for colleagues within SAS and be able to stand in for or cover for colleagues in similar roles where required. In addition to the above, undertake such duties as may reasonably be requested and that are commensurate with the nature and grade of the post.

ADDITIONAL INFORMATION

The post holder will manage their own time and determine priorities in order to achieve the required output, effectively organising the resources available to them, and promoting a sustainable work-life balance for all. The post holder will apply knowledge and judgement to determine the best approach from a number of identifiable solutions in order to resolve problems. The post holder will have significant management experience and be able to motivate and lead a large team

KEY WORKING RELATIONSHIPS/NETWORKS

Internal • Head of SAS • Administrative staff within SAS and Student Administration • Administrators from other areas of the University • Student Support Centre • Students Union • Office of Quality and Standards • Secretariat

External • Students • Prospective Students • Former students • Parents • Accommodation Landlord Providers • Visitors to the University • Suppliers of goods and services

• Finance Department • Estates Department

• HR • ICT • CDM

ABOUT YOU You will have previous experience in working at senior level ideally within student accommodation or hospitality management. You will have a passion for providing best in class service and be used to providing innovative solutions that meet the needs of the customer. You will be experienced in leading a commercial, customer facing team.

Selection Criteria

Essential (E) or Desirable (D)

Where Evidenced Application (A) Interview (I) Presentation (P) References (R)

Qualifications Hospitality or Business degree or similar (or equivalent experience)

E

A/I/P/R

Experience Proven Accommodation or Hotel management experience E

A/I

People and Team Management

E

A/I

Demonstrable leadership experience that inspires and engages both own team and the organisation as a whole E

A/I

Relevant experience of student accommodation or similar

D

A/I

Relevant experience in a student facing role D

A/I

Essential Requirements are those, without which, a candidate would not be able to do the job. Desirable Requirements are those which would be useful for the post holder to possess and will be considered when more than one applicant meets the essential requirements.

Selection Criteria

Essential (E) or Desirable (D)

Where Evidenced Application (A) Interview (I) Presentation (P) References (R)

Skills and Knowledge High standard of written and oral communication skills

E

A/I

Highly computer literate, e.g. Microsoft Office or equivalent E

I

Ability to organise self and others

E

A/I

Ability to develop effective working relationships & networks with a wide variety of internal/external partners E

A/I

Effective problem solving skills

E

A/I

Ability to work under pressure to tight deadlines

E

A/I

Knowledge of working in HE

D

A/I

Knowledge of HE student administration

D

A/I

Selection Criteria

Essential (E) or Desirable (D)

Where Evidenced Application (A) Interview (I) Presentation (P) References (R)

Competencies and Personal Attributes: Enthusiastic and flexible approach to work E

I

Effective team member

E

A/I

Able to influence and negotiate at a senior level and externally

E

A/I

Able to work independently

E

A/I

Customer orientated approach to work

E

A/I

Professional courteous manner

E

I

Proactive and able to use initiative

E

A/I

Results driven and ability to work under pressure to tight deadlines

E

A/I

Projects a positive and professional image at all times E

A/I/P

Business Requirements Flexible hours to accommodate occasional evening and weekend work Travel between sites and buildings as and when required

E

A/I

E

A/I

APPLICATION PROCESS Closing date for Applications Sunday 2nd August

Applications should consist of a CV and Covering letter to be sent our retained advisor Hayley Mintern on Hayley.mintern@mrgpeople.co.uk

For more information on the role or a confidential discussion please contact Hayley on 07530 680 184

First stage interviews will take place virtually on 10th August and in person interviews will take place at the University of Lincoln on 20th August.

52-54 Gracechurch St, London EC3V 0EH www.mrgpeople.co.uk

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