City Night Manager - Luxury Student Accommodation

We're working with a leading Student Accommodation provider, who are going through an exciting period of growth and are looking to take on a City Night Manager. You will be in charge of overseeing the nightly operations across a selection of properties, based across Central London.

Rota: Wednesdays to Sunday nights, 8-10 hour shifts starting from 8pm

Salary: £45,000 per annum + Annual Bonus

Direct Reports: 4 Night Supervisors (+ Concierge Teams)

Main Duties:

• Lead and manage the Night team driving Night Supervisors and Concierge to achieve excellent standards of customer service outside of daytime operating hours.
• Lead the Concierge team in delivering operational objectives in line with the business' plan and in keeping with its mission, vision and values.
• Create and maintain a seamless continuation of customer experience from day to night time hours, ensuring a consistently high level of service is achieved.
• Responsible for the health, safety and security of residents and colleagues within our properties during the night time hours.
• Communicate and explain targets for operational activity, role modelling and maintaining energy and commitment within the team to achieve success
• Recognise and reward compliance with business process and address non-compliance appropriately clarifying negative impacts
• Manage and balance operational activity across the city teams ensuring annual leave, sickness cover and peak operational times are managed in house and to budget
• Focus on delivering excellent customer and stakeholder experience regularly seeking and acting on feedback.
• Communicate effectively, whether face to face, via telephone or in writing, with customers, colleagues and stakeholders clearly understanding and responding to their needs
• Focus on delivering excellent customer and stakeholder experience, regularly seeking and acting on feedback
• Provide effective monitoring and management of residents including, emergency support, welfare & behaviour issues
• Provide a decisive and effective response to customer complaints following the core operating procedures
• Ensure compliance, security and integrity of customer data in line with Data Protection Policies
• Exercise initiative in providing excellent customer service, liaising effectively with Managers and other colleagues across the day and night teams
• Support team members in complaint handling, coaching them to handle resident concerns themselves to successful resolution.
• Maintain excellent relationships with key stakeholders and local residents
• Supervise the work of emergency contractors on site
• Undertake regular building patrols to identify any maintenance or hygiene requirements, Health and Safety or security risks and resolve all resultant risks in accordance to the core operating procedures.

Should you be interested in this position please apply and ensure your CV is fully up to date to be considered. If you do not hear from us within 14 days of applying you should assume you have been unsuccesful.