Residence Supervisor

Residence Supervisor
- UPP Residential Services Limited

Post Details

Job Title:
Residence Supervisor

Location : Byron House

Reports To:
Residence Manager

Direct Reports : Cleaning Team Leader

Job Purpose

To manage domestic services across the estate, including delivery of soft services, ensuring adherence to the stipulated Service Level Agreement.

Roles and Responsibilities

Housekeeping Management
- Plan housekeeping and domestic services, general management, and administrative and control procedures, to ensure adherence to the required quality and cost of the service
- Ensure high service standards and that the Service Level Agreements are met
- Maintain accurate information on costs incurred on housekeeping and cleaning activities on a weekly basis

Performance Monitoring and Customer Satisfaction
- Regular review of existing procedures in order to increase efficiencies and improve service standards
- Continually appraise operating practices in order to identify new or alternative methods of work
- Monitor the service provided by approved suppliers
- Manage customer expectations and delivery of service
- Achieve standards / targets whilst maintaining contractual obligations within the Service Level Agreements
- Respond to student complaints within the time scales indicated in the UPP policies and procedures
- Staff Management
- Manage and train all relevant staff
- Supervise the work of all housekeeping and domestic service staff to ensure high standards are met in all respects
- Determine and roster the individual duties of cleaning staff in order to maximize the efficiency of services
- Complete appraisals of relevant staff and identify training and development needs in conjunction with the relevant Manager
- Bring to the attention of the relevant Manager and HR any potential disciplinary or grievance issues

Customer and Colleague Liaison
- Liaise as necessary with URSL staff (locally and in head office), hall residents, University Clients, key stakeholders and University Accommodation Services
- Liaise, if required, confidentially with Warden and JCR representatives on site, and with student support services and other agencies, in relation to student welfare
- Contact with specialist sub-contractors
- Health and Safety
- Adhere to Health, Safety and Hygiene regulations and policies and ensure training for and compliance by all members of staff
- Maintain a record of equipment in use and its condition

Administration
- Keep up to date stock records taking physical stock checks at regular intervals
- Prepare purchase requirements in regard to housekeeping and cleaning

Other
- Provide cover for the Assistant Business Manager as required
- Work additional hours with reasonable notice as and when the need arises, especially during the main student arrival and departure weekends
- Respond to callouts in an emergency situation out of normal working office hours
- Carry out any other duties commensurate with the position of Residence Manager

Person Specification

Attributes

Essential Criteria

Desirable Criteria

Experience

Demonstrable managerial experience managing multi-disciplined teams in a hospitality, facilities management, higher education or residential accommodation environment

Experience of working within the Higher Education sector or similar environment.

Experience of the management of specialist sub-contractors.

Experience of improving customer service.

Skills/Knowledge/

Ability

Knowledge and understanding of financial management and reporting, health and safety legislation in relation to the provision of residential accommodation.

Demonstrable understanding of H&S statutory testing required in residential accommodation environment.

Substantial experience of both long term planning and overseeing day to day operational activities.

Experience of managing residential properties or a similar FM environment where the emphasis is on creating a ‘safety culture’. Computer literate.

Excellent people management, organisational and communication skills.

Understanding of maintenance issues relating to residential buildings.

Education/

**Qualifications**:
Evidence of continued professional development.

HND or equivalent qualification in Hospitality Management

Health and Safety qualification eg IOSH or NEBOSH

Educated to degree level

BIFM membership

Driving licence

Personal Qualities

Proactive and able to implement change on own initiative

Resilient under pressure

Customer focused

A demonstrable commitment to developing excellence in the delivery of customer services

Personal drive and enthusiasm to achieve results

Highly motivated and goal orientated

Flexible approach to working during the student intake/outtake weekends.