Assistant Accommodation Manager - Birmingham

PMR are seeking an enthusiastic Assistant Accommodation Manager to be responsible for the day to day Front of House operations of their Birmingham residence. The role will be deputising for the General Manager in their absence and the primary contact for residents, contractors, suppliers, agencies and other stakeholders.

Responsibilities:

Operations

• Day to day management of the team, including Resident Ambassadors and agency staff working within the building.
• Promote a 'residents first' culture and ensure their expectations are met.
• Take responsibility for management of the office.
• Ensure that the customer service level of the residence team remains high and the agreed service level agreement is followed.
• Assist with the sales and marketing of the residence, working with the central Marketing and Sales teams to ensure minimum 98% occupancy year-on-year.
• Address complaints and breaches of the residence code of conduct with residents and parents, gathering relevant evidence and preparing written outcomes. Escalate to the General Manager where necessary.
• Manage and communicate room cleans and reactive maintenance works.
• 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.
• Supervise on-site maintenance operations including planned preventative and reactive maintenance.
• Supervise 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 ensure compliance with service level agreements.
• 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.

Financial

• Assist the General Manager and Operations Manager with budget management, occupancy commitments and cost plans.
• Assist in the implementation of cost management and revenue-generating initiatives to enhance operations where possible.
• Assist with 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.
• Assist the General Manager with reconciling accounts against bank statements.

Person Specification:

• Experience of working with budgets in excess of £100k
• Experience of effectively leading 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
• Proactive nature and ability to work on own initiative
• Ability to work in a fast-paced environment
• Excellent customer relationship skills

Working pattern:

40 hours per week, 5 over 7 days