Accommodation Manager - Liverpool

PMR are seeking an experienced operations manager to work with our client, a global provider of purpose built student accommodation manager, responsible for the operational performance and management of the Liverpool residence.

The Accommodation Manager is responsible for the operational performance and management of the residence. The role will include overall accountability for the asset, liaising with the central teams at Head Office and building relationships with our residents, contractors, suppliers, agencies and other stakeholders.

The Accommodation Manager will lead their team to deliver on the operational plan for their residence, as approved within the annual budget. Their building must live up to the high brand standards that the business aspires to.

KEY RESPONSIBILITIES:

Operations

• Day to day management of the residence team, including Resident Ambassadors, agency staff and contractors working within the building, supporting their learning and development.
• Promote a 'residents first' culture and ensure their expectations are met.
• Monitor customer satisfaction, using the termly NPS Survey.
• Ensure that the customer service level of the residence team remains high and the agreed service level agreement is followed.
• Take responsibility for the sales and marketing of the residence and work with the central Marketing and Sales teams to ensure minimum 98% occupancy year-on-year.
• Assist the Systems team with the management of the property management system, ensuring all data entered by the team is correct and viable.
• Provide out of hours support to the residence as required, to ensure that issues are escalated according to procedure.
• Deliver on customer satisfaction targets.
• Manage on-site maintenance operations including planned preventative and reactive maintenance.
• Manage housekeeping operations to ensure that the site always remains presentable.
• Implement and ensure that Standard Operating Procedures are adhered to by on-site staff and residents.
• Work with the central team and Resident Ambassadors to ensure that a variety of fulfilling and relevant events are carried out regularly.

Compliance

• Ensure that health and safety standards of the residence are adhered to and staff are trained and up to date with changing responsibilities, legislation and obligations.
• Ensure compliance with all agreements and contracts in delivery to residents, suppliers and stakeholders.
• Ensure that reporting and monitoring structures are in place to identify accidents, incidents, behaviour and activities which may be detrimental to the business and its reputation and promptly instigate corrective plans.
• Manage any university partnership contracts and service level agreements ensuring compliance is always maintained.
• Ensure that the building and processes are compliant with the ANUK code and all other relevant local and national legislation and regulations for all operational matters.
• Ensure that all statutory testing is carried out and logged.
• Oversee Planned Preventative Maintenance programmes, annual Fire Risk Assessments and annual General Risk Assessments.

Financial

• Assist the Head of Operations- UK and Operations Director with budget setting and adherence of budget targets, occupancy commitments and cost plans.
• Develop the financial operations model for the residence with the Head of Operations- UK.
• Manage the P&L of the site, minimising costs where possible
• Implement cost management and revenue-generating initiatives to enhance operations where possible.
• Coordinate accurate and timely reporting on a weekly and monthly basis.
• Ensure prompt collection of all sums due from residents and effectively manage all arrears and bad debt.
• Reconcile accounts against bank statements.

PERSON SPECIFICATION:

• A proven track record of managing a building
• Experience of managing budgets in excess of £100k
• Experience of effectively leading and managing a team
• Excellent written and verbal communication skills
• Ability to plan and prioritise
• Strong attention to detail
• Positive and enthusiastic attitude
• Passionate about creating a customer-focused environment for residents
• Flexible and adaptable to deal with various stakeholders and situations
• Proactive nature and ability to work on own initiative
• Ability to work in a fast-paced environment
• Excellent customer relationship skills