Residences Supervisor

Post Details

• Permanent, Full-Time, 36 hours per week.
• The closing date for applications is midnight on 14 December 2025.
• Interviews will take place on 22 December 2025.
• There is an expectation that work will be undertaken in the UK.
• This role will require a Basic Disclosure check.
• This role is not eligible for sponsorship. Applicants require to have existing right to work in the UK.

About Stirling Hotel Services Ltd

Stirling Hotel Services Ltd (SHS Ltd) is a subsidiary company of the University of Stirling, incorporated since 2016 and includes the Stirling Court Hotel and Central Hospitality Services, comprising a variety of food and beverage operations including cafes, restaurants, bars and banqueting. SHS Ltd create heartfelt experiences for the students, staff, visitors and guests of Stirling Court Hotel, University catering venues and hospitality, as well as meaningful opportunities for our team members.

We place a huge amount of significance in having a positive work environment for our team members and value the importance of creating a culture that is customer focused, inclusive, productive, rewarding, and professional. We look forward to working together.

Role Summary

The Residences Supervisor plays a key role within Stirling Hotel Services Ltd, supporting Accommodation Services in delivering an exceptional residential experience for both students and guests throughout the year. During the academic year, the role focuses on the supervision, administration, and development of the Residence Assistant (RA) team, supporting the delivery of the Residence Life programme and fostering an inclusive, safe, and supportive living environment for students in accommodation. In the summer months, the Residences Supervisor will support the operational delivery of the summer accommodation business, supervising Summer Hosts and Team Leaders to ensure the highest standards of customer service for commercial guests.

This role reports to the Residence Life Manager from September to May, and Summer Operations Manager or equivalent from May to September.

Key Responsibilities

Residence Life Programme Delivery (September-May)

• Support the Residence Life Manager in delivering a vibrant and inclusive residence life programme that encourages student engagement and wellbeing and transitional support, with tailored strategies.
• Supervise, coach and manage Residence Assistants, including regular 1:1s, team meetings, and performance reviews.
• Assist with RA recruitment, selection, induction, training, and ongoing development throughout the year.
• Oversee RA duty rotas, programming approvals, communications, and reporting logs.
• Support and follow-up on student occupancy breaches and Code of Student Discipline matters in line with policies, referring and resolving issues appropriately.
• Build rapport with students and with stakeholders on and off-campus to provide resources and support for our student communities.
• Contribute to the continuous improvement of residence life operations, resources and student support systems.
• Maintain accurate administrative records, including weekly shift logs, incident reports, and student engagement data, including oversight of relevant technologies and platforms used.
• Provide resident-based support for concerns, disputes, and welfare, taking an educational and restorative approach, signposting and submitting referrals as appropriate.
• Liaise with stakeholders on-and off-campus to facilitate a positive and inclusive student experience in residence.

Summer Operations and Commercial Delivery (May to September)

• Lead, oversee and recruit the Summer Host and Team Leader teams to ensure excellent customer service and hospitality standards.
• Manage staff rotas and review handovers, ensuring adequate coverage and operational efficiency during the commercial season.
• Coordinate planning and preparation for guest arrivals, group bookings, and room allocations using relevant systems (e.g. KX).
• Work closely with Cleaning and Operational teams to ensure accommodation readiness and high presentation standards, supporting the preparation of spaces throughout the summer.
• Handle guest complaints, incidents, and accidents, resolving issues promptly and professionally.
• Maintain positive working relationship across teams, being a role model for the Summer Host and Team Leaders.
• Support continuous improvement of summer operations and identify efficiencies for future seasons.

Administration and Finance

• Provide administrative support to the Residence Life Manager, maintaining accurate data, reports, and communications.
• Assist in the management of Residence Life budgets and summer commercial income processes, ensuring compliance with procedures.
• Ensure effective administration of bookings, payments, and guest communications during the summer period.
• Support payroll, absence recording, and leave management processes for RAs and summer staff.
• Contribute to service reviews, feedback analysis, and KPI reporting.

Essential Criteria

• Educated to HNC level or equivalent relevant experience.
• Demonstrable experience in staff supervision within a customer service, hospitality, or student-facing environment.
• Experience in delivering or supporting community engagement or residence life programmes.
• Strong organisational and administrative skills, including use of MS Office and digital record systems.
• Excellent interpersonal, communication, and problem-solving skills.
• Proven ability to work independently and collaboratively in a fast-paced environment.
• Flexibility to work evenings, weekends, and participate in an on-call 24/7 rota.
• Maintain a valid and clean driver's licence.

Desirable Criteria

• Experience working in higher education accommodation or residence life settings.
• Experience with KX or equivalent accommodation management systems.
• Knowledge of student support and welfare processes.
• Experience delivering training or team development initiatives.
• First Aid or Mental Health First Aid certification, willing to undertake in role if not already certified.

Working Pattern & Additional Information

• The role involves flexible working, including some evenings, weekends, backshifts, and participating in an on-call rota throughout the year. The primary 7.2 hour shift pattern out with the summer period will be within the core hours of 9 am to 8 pm.
• During the summer, early or late shift patterns may be required to support commercial operations.
• A uniform or professional dress standard may be required when representing Accommodation Services.
• The post holder will be expected to attend and participate in key campus events such as arrivals/departures, open days, and applicant days.

Our Vision in Accommodation

We will deliver to our students, colleagues and commercial customers an inspired service that has their needs at its core, significantly contributing to the reputation and financial growth of the organisation. The Accommodation Services team are student facing and responsible for the management of over 2,800 student rooms let to Undergraduate and Postgraduate students. We have a key role in student recruitment and retention and take the lead, alongside other departments, in the planning, rent setting and marketing of the accommodation. The team provides 24/7 support and consists of over 100 staff who work with students every day. In the summer months the team delivers excellent customer service to paying guests using the University's accommodation. We want to be recognised as a team that does the right thing, makes things happen and others want to work with.

Job Type: Full-time

Pay: £25,000.00-£27,000.00 per year

Benefits:

• Company pension
• Life insurance
• On-site parking

Work Location: In person