ASSISTANT MANAGER RESIDENT LIFE & WELLBEING
CANDIDATE INFORMATION PACK
ABOUT
The property was founded in 1884 by Sir Francis Cook Bart, in order to provide accommodation for women students at the Royal College of Music, Royal College of Art and the Royal College of Science. It has kept to Sir Francis’ original attention, but the fields of study have widened to include many other activities. The foundation stone was laid by, HRH, Alexandra Princess of Wales in June 1884, originally called Alexandra’s House, it’s present title was granted by Queen Alexandra when she visited the house in 1910. The President of Queen Alexandra’s House is Her Royal Highness, Princess Alexandra, who is the great granddaughter of Queen Alexandra. HRH Princess Alexandra has been president of Queen Alexandra’s House Association since 1956 and continues to play a valuable role in the artistic and intellectual life of those who stay at Queen Alexandra’s House. Queen Alexandra’s House is centrally located next to the Royal Albert Hall in South Kensington, near several arts and music colleges including the Royal College of Music, Imperial College and Royal College of Art.
JOB DESCRIPTION
• Host social events / activities for residents. • Monitor resident behavioural policies and protocols, upholding a high standard of resident conduct in line with the resident disciplinary policy, which may include resident disciplinary meetings / hearings and investigations. • To manage complaints confidently and efficiently; including investigating complaints; striking the balance between resident experience and business need, knowing when to escalate the issue to the General Manager & Principal. • Work to continuously improve the resident experience at QAH. • Take a lead role in resident induction and departures, ensuring residents are fully inducted and all supporting documentation actioned and filed. • Work to create an atmosphere in which residents are critically engaged to make positive contributions and uphold community standards. • To actively encourage feedback from residents, visitors and contractors via booking channels, questionnaire, face to face and suggestion box and record and act upon accordingly, including advising General Manager/Principal of feedback and actions taken to resolve / promote. • Contribute to creating a homely residence, to help and encourage residents to flourish and develop in their confidence and studies. • Being proactive in engaging residents when on duty, having regular contact and interaction. • Conduct resident check-ins / check out for all residents throughout the academic year. 2. Pastoral Care and Safeguarding • Manage pastoral care cases to completion and ensure thorough and accurate notes are kept for all cases. • Work as part of a team to ensure the highest level of pastoral care is provided to residents and ensure any issues are recorded and resolved promptly. • Provide support and signposting for residents with welfare considerations and problems and always notify / escalate to General
Internal Partnerships: • House Committee • Board of Trustees
Job Title:
Assistant Manager Resident Life and
Wellbeing (AMRW)
Responsible to:
General Manager/Principal
External Partnerships • Prospective residents/ parents / relatives
Mission
A home away from home where our student’s wellbeing and safety comes first.
• Local Universities • Local Community
Statement:
• The Emergency Services • Voluntary organisations
Salary:
£30,000 - 32,500 depending on
experience
The AMRW reports, in the first instance, to the General Manager/Principal, who leads the team. The AMRW works closely with all other members of the accommodation and housekeeping teams. The AMRW is to always ensure a visible presence in and around the House when on duty. Special Conditions All staff are required to work on all Check In / Out days (September / December / January / April / July) throughout the year unless pre- authorisation has been granted for annual leave. The AMRW would be expected to work 40 hours a week with a mixture of days and evenings, weekends and bank holidays but does benefit from 2 full days off during the week which might not be consecutive. This is not a term time only position; this role comes with a holiday entitlement of 28 days per year (inc. bank holidays) or if required to work will receive a day in lieu. Queen Alexandra’s House closes for approximately 2 weeks over Christmas and Easter and 7 Weeks over Summer, annual leave is to be taken over these periods. Duties and Responsibilities: 1. Resident Life, Community & Engagement • To always provide a friendly and knowledgeable welcome and to communicate with residents as well as visitors and contractors. • Create, design, propose, and implement social events and a social calendar to encourage resident interaction throughout the academic year. • Actively encourage social engagement between residents and those residents who may at times sit back and watch on.
Purpose of the Job Focusing main responsibilities on the residential life, contribute to the social programme and social activities to ensure resident enjoyment, pastoral care, wellbeing and welfare of all residents. To provide support, guidance and advise to both prospective and existing residents at Queen Alexandra’s House, covering a variety of issues including, but not limited to accommodation availability, allocations, rent arrears and contractual issues. To ensure the highest level of care and supervision is always provided and the welfare and safeguarding of student needs are always put first. To assist the General Manager/Principal in marketing, room inspections, lettings, and the resulting administration. To liaise with both internal and external partners to ensure that a first-class service is always delivered and to continually work to build an engaging community at QAH. Hours of Work: A flexible approach to the specific hours worked is necessary in meeting the social engagement and pastoral needs of our residents. The person in this role will serve within an on-call rotation and will be required to work non-traditional hours (evenings, weekends, bank holidays etc) to help support events, and manage escalated resident and / or house emergencies. The AMRW would also take on call duties during term time, which may include their days off. The AMRW would be available to take calls / assist if an emergency arose to help resolve the issue in a timely manner and where necessary be able to be onsite within 1 hour. The AMRW would also be required to be on call and hold a duty phone during house closures on a roster basis. There is an expectation that sufficient time will be put into preparing the House for the arrival of residents before the start of the Autumn Term. This will require the AMRW to be onsite for 10 days prior to the first day of term.
• Working within Health & Safety at Work Act, always taking reasonable care for H&S both for themselves and others. 6. Other • As part of your wider role within QAH, you will also • Abide by General Data Protection Regulations, IT, Health and Safety and financial policies, and other legislation always, dealing with sensitive and confidential information in a professional manner. • Keep abreast with development in office procedures and to contribute to their implementation. • Support with recruitment, induction, and training of new staff where applicable • Attend 1:1s, team meetings and annual personal development reviews to ensure that your performance is discussed, and development maintained. • Work flexibly, evening, weekend and on- call duties essential especially around residents move in / out dates, inductions and other events as required. • Actively support equality and diversity. • Be courteous to colleagues / residents / parents and visitors and to provide a welcoming environment for all visitors and residents. • Comply with any reasonable request from the General Manager/Principal to undertake work not specified in this job description.
Manager and Principal. • Promoting the safeguarding, physical and emotional wellbeing of all residents dealing with any issues promptly and offering continued support, as and when required • Hold regular meeting and floor meetings with residents to convey important messages and to promote wellbeing initiatives and carry out room inspections. • Manage and maintain all necessary welfare documentation, updating the teams where necessary. • Managing the process for residents requesting early release from their accommodation licence agreement. • Ensuring that residents are adhering the terms and conditions of the Licence Agreement. 3. Resident Enquiries and communication • Handling and responding to inquiries from residents and visitors to QAH in person, on- line, by telephone and social media. • Have an active understanding of digital / social media communication platforms to engage with our target audience and provide accurate and relevant information. • Have an excellent knowledge of services available to residents including the university they are attending and the local community and how to access them. • Preparing and issuing of keys to residents • Maintain accurate and up to date records, including resident notice boards. • Ensure circulation of all relevant notices, letter, and information to students. • Ensure all literature and accommodation licence are up to date and accurate.
• Assist with all accommodation applications and room allocations. • To represent Queen Alexandra’s House at Open Days and Housing events. • Review and suggest content to marketing, for use on our website to ensure that residents are provided with full and accurate accommodation information in a clear and engaging format. • Keep track of agreed actions and follow-up where necessary • Oversee the Residence inventory and assist with the ordering of replacement items and preparing rooms and residential sites for new student arrivals which might include making up beds, cleaning rooms and bathrooms. 4.Main Responsibilities & Administration • To act as a PA to the General Manager and Principal and undertake any data entry / retrieval as necessary. • To make and receive phone calls and receive and answer emails in a professional and polite manner from residents, parents, prospective residents and parents, internal and external partners and the general public within an appropriate time scale. • Ensuring the House diary is kept up to date with all activities and lists everything which needs a further action. • Provision of relief for reception during staff breaks, leave and rostered on-call duties. • Assist in maintaining full occupancy throughout the year. • Supervision of reception team members, including inhouse training and day to day management. • To create reports and feedback on resident
life and welfare to the House Committee and General Manager/Principal • In conjunction with the General Manager and Principal, ensure that risk assessments and fire risk assessments are reviewed and updated regularly. • Manage meeting arrangements and inform relevant staff members. • Log all maintenance issues and always communicate to Maintenance Manager of these. • Support the General Manager/Principal in any duties required. 5. Health and Safety • Maintaining the safety and security of the residence buildings by reviewing CCTV, making regular patrols, ensuring doors and windows are locked and visitors are signed in and out. • Working with day, weekend, and evening receptionists on maintaining student safety. • Complete regular checks to ensure rooms are comfortable, and residents are satisfied with their living arrangements. • Dealing with any H&S issues while on duty • Understanding and following all company policies and procedures e.g Health and Safety, Operational Procedures, Risk Assessments and Method Statements. • Comply with Fire Safety Procedures and be competent in Fire Evacuation and a role model for residents, visitors and contractors. • Complying with First Aid procedures • Responding to inquiries and emergencies during scheduled and on call duties.
PERSON SPECIFICATION
Criteria
Essential Desirable
Good and accurate numeracy skills including the ability to work confidently with the Internet, IT, databases and Excel spread sheets. Excellent interpersonal, verbal and written communication skills. Ability to present information clearly and concisely. Excellent interpersonal, verbal and written communication skills. Ability to present information clearly and concisely. Good organisational skills, the ability to be flexible and work unsupervised and to plan and prioritise workload to meet deadlines.
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Qualifications Full, clean driving license
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X
Educated to ‘A’ Level or equivalent
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Educated to degree level
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X
Experience/Knowledge Knowledge of student housing issues. Understanding of Housing related Health and Safety issues and standards. Security and safety conscious Previous experience of working in a busy customer focused or service environment. Using a range of information technology within work context. Experience of customer care and understanding of confidentiality and discretion. Sound knowledge of pastoral care. Patient and able to gain residents trust and sensitive to their needs Be able to manage difficult situations calmly and effectively Previous reception experience. Willingness to work unsociable hours Skills To operate in a multi social / cultural environment and be sensitive to possible cultural differences. Ability to complete property / room inspections and work alone as required.
X
X
X
X
X
X
X
Proven Fire Safety.
X
Proven First Aid Skills, and the ability to deal with potentially wide variety of medical and student related issues / emergencies skills. Able to work autonomously and as part of a team. Respond quickly and calmly in an emergency.
X
X
X
X
X
X
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Attributes Team player and good negotiator.
X X X X
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Positive and Enthusiastic. Ability to use initiative. Close attention to detail.
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Desire to deliver and achieve excellent standards of work and service. Necessity to be flexible within the staff rota, a willingness to pitch in when required Trustworthy, honest and discreet and with a friendly manner
X
X
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X
APPLICATION PROCESS
To arrange a confidential conversation to discuss the opportunity in more depth, please contact Anna Kacprzak of The Management Recruitment Group.
Applications should be sent to: Anna Kacprzak Anna.Kacprzak@mrgpeople.co.uk
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