Nido is a best-in-class real estate investment and operating platform focused on purpose built student accommodation (PBSA). Here at Nido, we are looking for an enthusiastic and proactive Residence Manager to manage our Ashlin House student accommodation site based in Cork, Ireland.
Ashlin House is home to a number of students and is kitted out with a series of thoughtfully-designed study and social spaces. We are looking for a Residence Manager to lead an awesome team and ensure that residents receive an excellent customer experience and that all operational standards are maintained.
If you’re committed to great customer service, highly organised and have experience of managing a building, please get in touch.
Job Types: Full-time, Permanent
Hours per week: 40
Requirements
PURPOSE OF THE ROLE
The Residence Manager is responsible for the operational performance and management of the residence with the support of the City Manager. The role will include liaising with the central teams at Head Office, and building relationships with our residents, universities, contractors, suppliers, agencies and other stakeholders.
The Residence Manager will lead their team to deliver on the operational plan for their residence supported by the City Manager, as approved within the annual budget. Their residence must live up to the high brand standards that Nido aspires to.
KEY RESPONSIBILITIES (INCLUDE BUT ARE NOT LIMITED TO):
Operations
* Day to day management of the residence team and contractors working within the building, supporting their learning and development.
* Promote a ‘residents first’ culture and ensure their expectations are met.
* 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 with the support from the City Manager and work with the central Marketing and Sales teams to ensure minimum budgeted occupancy year-on-year.
* Ensure team is knowledgeable of competition and latest marketing trends in the Irish student housing sector.
* 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 (with the support of the City Manager) and ensure that Nido Standard Operating Procedures are adhered to by on-site team and residents.
* Introduce Nido events programme with the support from central marketing team and resident ambassadors.
* Ensure all check in and check out procedures are followed as per Irish housing regulations.
Compliance
* Ensure that health and safety standards of the residence are adhered to, and team are trained and up to date with changing responsibilities, legislation and obligations.
* With the support of the City Manager, 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 Nido and its reputation and promptly instigate corrective plans.
* With the support of the City Manager, manage any university partnership contracts and service level agreements ensuring compliance is always maintained.
* Ensure that the building and processes are compliant with Irish housing regulations and all other relevant local and national legislation and regulations for all operational matters.
* Ensure that all statutory testing is carried out and recorded correctly.
Financial
* Support with the input in the annual Operations budget process for the residence with the City Manager.
* Implement cost management and revenue-generating initiatives to enhance operations where possible.
* Coordinate accurate and timely reporting on a weekly, monthly, and yearly basis.
* Ensure prompt collection of all sums due from residents and effectively manage all arrears and bad debt.
* Reconcile accounts against bank statements.
* To demonstrate an entrepreneurial approach to introduce new revenue streams
IDEAL 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
* Experience with local rental regulations
* Excellent written and verbal communication skills
* Excellent command of both spoken and written English
* 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 and take responsibility for the business plan
* Ability to work in a fast-paced environment
* Excellent customer relationship skills