Assistant Halls of Residence ManagerGlasgowFull-Time PermanentDowning is an award-winning leading developer, owner and operator of bespoke, luxury student accommodation, residential and commercial property across the UK.
We have been operating for over 30 years and currently have 13 operational student accommodation schemes in 9 major cities, with additional impressive projects currently under construction.We are looking for an Assistant Halls of Residence Manager to join our team responsible for the operational activities within our two schemes in Glasgow totalling 1011 bedrooms.As Assistant Halls of Residence Manager, you will be responsible for delivering the best possible customer experience for our customers and increase satisfaction.You will organise and oversee the effective delivery of customer service through the front of house reception, ensuring the highest level of customer service is provided.
You will strive to meet and exceed our customer expectations.Key Purpose of the RoleAssist the Halls Manager in the day-to-day management and maintenance of the buildings including en-suite study-bedroomsEnsure maximum occupancy of the residence and implement effective and efficient management policies, practices and procedures to ensure the residents receive a high quality serviceEnsure that all performance targets and improvement plans for the site are achieved with a focus on continuous improvement & value for moneyEnsure the building is managed and maintained in accordance with Downing Students policies and proceduresAssist in producing all reports relevant for the management of the site to include lettings, rent collection, maintenance and incident reportingProvide assistance out of hours as requiredTo assist in the management of the student letting cycleUndertake accompanied property viewingsContribute to achieving all monthly lettings targets to ensure the site is 100% let year on yearLiaise with Head Office with regard to the issue and return of tenancy agreementsCollect rents and chase arrears in accordance with company policy & proceduresAssist in planning the availability and viewing of all rooms to letMaximize non-core income e.G.
promoting extensions, summer schools, and vendingTo ensure we provide the best possible service to all customers including students, staff and visitorsManage all student complaints in a professional and confidential mannerHave regard for Student Welfare and liaise with the appropriate welfare professionals as requiredMaintain a focus on delivering services within agreed budgetary & resource parametersHost periodic student events to enhance student satisfactionEssential Candidate qualitiesSmartly presented with first class customer service skillsExcellent written and verbal communication skillsA proven commercial experience of working within the student/university halls accommodation or hotel sectorYou should be passionate about ensuring our residents receive only the highest quality service and have the communication skills to encourage this in othersYou will be innovative in your approach and be able to implement initiatives to improve performance and ensure excellent customer serviceTo be dynamic and 100% customer service & service delivery focusedExperience in a sales environment and the ability to negotiate sales face to face, via phone or via emailTo be self-motivated, well organised and excel under pressureExperience in building relationships and meeting KPI'sExperience of supervising/supporting other team membersHours of Work40 hours per week8am – 5pm / 9am – 6pm Monday – Friday on a rota'd basis1 in 4 Saturdays on a rota'd basis but time will be given back in lieu the following weekOvertime may be required during busy periodsBenefitsCompetitive Salary25 days annual leave + bank holidaysPaid OvertimeCompany PensionLife CoverEmployee Assistant Program