Duties and Responsibilities
Job Description
Job Title:
Residences Operations Manager (Residential Position)
School/Dept/Institute & Centre:
EProfessional Services / Estates and Facilities / Residential Support
Reports to:
Head of Residential Experience
Grade:
5, Full Time Permanent
Appointment period:
Current Location:
Mile End
Job Context
The Residential Support Team is an expanding service with the focus of continually developing the customer experience for students and commercial guests who stay in QM Halls. As part of the continued growth of the service, the Residences Marketing and Communications Manager will lead in transforming the approach to online and offline communications. An important part of the role is to develop a 360 customer feedback model to capture feedback and measure satisfaction.
The current residential stock is 2750 rooms and the plan is for this to grow significantly over the next 3-5 years.
Job Purpose
Reporting directly to the Head of Residential Experience, the Residences Operations Manager will be responsible for the management and delivery of key services – Reception Services, Cleaning and Maintenance, to customers who use the residential facilities 24/7. The post-holder will work closely with the Residences Maintenance Manager and Residential Cleaning Manager to continually develop and improve the services in line with current trends whilst meeting customer expectations. The post-holder will ensure compliance with regards to all aspects of Health and Safety and be responsible for ensuring all KPIs and budgetary targets are met with an overall budget responsibility of £200 - £300K A key aspect of the role is to manage the delivery of services for the summer commercial trade ensuring standards are delivered and continually improved.
The post holder will live permanently on site and participate in an out of hours on call rota (currently one week in three).
Main Duties & Responsibilities
To have overall responsibility for the effective delivery of Reception, Maintenance and Cleaning Services.
To develop and grow the Reception Service to provide a hotel style delivery 24/7.
To have overall responsibility for the laundry systems on site and develop ways of increasing income.
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