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Night Team Manager

Job Title: Night Team Manager
Contract Type: Permanent
Location: London, England
Salary: Up to £35000 per annum + Discretionary Bonus
Start Date: ASAP
Reference: LO003994_1528798870
Contact Name: James Brewer
Contact Email:
Job Published: June 12, 2018 11:21

Job Description

Our client, a high end student accommodation provider, is currently seeking a Night Team Manager to oversee the night operations across a portfolio of buildings in Central London.

Role Purpose
- Lead and manage the Night Concierge team driving excellent standards of service outside of daytime operating hours.
- Lead the concierge team in delivering operational objectives in line with the urbanest 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 regardless of the time of day or night.

Key Responsibilities
- Create and communicate 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 resident safety & security including; behaviour and disciplinary issues, maintenance and damage.
- Provide a decisive and effective response to customer complaints and arbitrate tenant disputes to effective resolution 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 even complex complaints themselves to successful resolution.
- Provide weekly reporting and analysis of incidents onsite along with recommendations on how to reduce risk in the future.
- Record, log and monitor any maintenance issues that may arise within the property and liaise with the Director and Maintenance Supervisors to ensure their timely repair.
- Manage the work of emergency contractors on site.
- Undertake regular building patrols to identify any maintenance requirements, Health and Safety or security risks and resolve all resultant risks in accordance to the core operating procedures.
- Recognise and reward compliance with business process and support the General Managers and Property Managers in addressing non-compliance appropriately clarifying negative impacts.
- Effectively manage operational team performance confidently and consistently addressing performance and behavioural issues honestly and promptly where necessary.

Role Requirements
- Experience in property/hotel management which includes the line management of a large team
- Experience of managing/supervising a team across different locations and/or shift patterns
- Experience in implementation and management of rota systems
- Proven track record of performance management of a large team
- Experience of using business operating systems including Microsoft Office
- Demonstrable experience of effective communication both orally and in writing
- Previous customer service experience
- Previous security/conflict management experience
- Flexibility in working hours including weekend, day and night shift working

Previous experience working in high end hotels or luxury residential buildings would be essential.