Residence Manager

Residence Manager

• Location: The Crest, Cardiff
• Working Period: 40 hours per week
• Reports to: Area Manager
• Salary: £32,500

Key Objectives of the Role

Yugo is the trusted name for student housing, globally. Every day we connect young people to opportunities and students to amazing spaces. Here at Yugo, we like to do things differently. It's about people, planet, and passion.

Our Residence Managers are in charge of our spaces, they are #Futureshapers who want to positively influence and shape the lives of others students and Yugoers. They are responsible of the smooth running of our spaces and they oversee the day-to-day management from sales and marketing, event coordination, building management, service and development of our relationships.

It’s a big job! Ensuring that our services are consistent and that we provide the best experience for students to live their best lives.

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Key Responsibilities

1. Manage our Spaces

• Be a smooth operator of our spaces and ensure the smooth running of the operational calendar and student lifecycle from arrival, departure, and summer turn around.
• Use your upbeat,open minded and outgoing personality to lead, mentor and guide the team to ensure that the student space is running smoothly and new ideas are being welcomed.
• Undertake regular health & safety inspections ensuring students and Yugoers remain safe, reviewing hazards and risks and ensuring safe working practices are followed; ensure the team receive the appropriate training to enable them to run a safe building (e.g. fire alarm tests, relevant audits, hazard awareness).
• Manage incident response including power and water outages, emergency support and fire alarm evacuations.
• Take pride in what you do and own it. Ensuring high standards of overall property presentation through inspections, working with the facilities team to ensure maintenance-related issues are resolved within SLAs.
• Deliver services within agreed budgetary and resource parameters.
• Act as the Responsible Person for water hygiene, ensuring safe management and compliance of site water systems, assisting in arranging any remedial actions or water testing required following Legionella Risk Assessments, and ensuring the site remains compliant with the Yugo Water Hygiene Management Plan
• Build and maintain positive community relationships e.g. neighbors and emergency services
• Oversee and ensure all administration duties are completed, including the processing of bookings, check in / out, early leavers, no shows, debt chasing, raising and receipting of purchase orders, student payment plans and room moves, arrears issues and any University nominations agreements.
• Take part in the on-call rota, taking ownership of resolving incidents that occur whilst on call and offering flexibility in working hours as required.

2. Deliver on Income Targets

• Be accountable for the delivery of all KPIs of that space, including the delivery of income targets in accordance with sales process and standards; regularly monitor performance and take action where necessary.
• Drive initiatives to enhance sales opportunities and performance; own the arrears management process, ensuring team members are focused on reducing debt to a minimum.
• Maintain and develop relationships with key players at the local universities, education organizations and any other key stakeholders-in order to build stronger referral networks and potentially secure future business.
• Contribute to, monitor and manage the residence budget and profit and loss reporting.
• Accountable for delivering on solid customer retention and recommendation performance in the property.
• Develop a solid understanding of the local competitor market; levy this insight to drive sales

Key Performance Indicators - Revenue

· 20% - NOI target Monthly, YTD, against budget

· 15% - GOI target Monthly, YTD, against budget

· 15% - Debt target Monthly, YTD, against budget

3. Student Experience

• Ensure that our students live their best life, so that we exceed their expectations and they re-book or refer us to others.
• Manage ‘the good’ and turn around the ‘not so good’ - meaning you will handle complaints and offer excellent student experience to your students
• Lead engagement activities with our students; monitor their feedback and deliver action plans and recommendations to ensure their best experience.
• Acting responsible towards others and the planet. Making sure to deliver on our three Pillars to ensure our students live their best life:

• YugoEco. Represents our total commitment to creating a better world for all and a sustainable environment for our students and teams.
• YuPro. Education around life and how to prepare them for the professional world. We commit to educate ourselves on climate change, we can only make a REAL difference together
• YuGrow. Addressing our students holistic needs. We commit to improve our student’s safety, physical and emotional comfort and take tangible action to make a difference in the world.

4. Our Team of Yugoers

• Act as a leader, taking responsibility for the end-to-end journey of the Yugoers in your team; from the recruitment of new members, through their development/grow, to their departure from our business.
• Ensure that boundaries are there to be challenged and encourage a bias for action attitude.
• Ensure all policies are procedures are well known and being followed.
• Support creating a great work environment through that encourage participation and teamwork. Ensuring any decision involving the team is taken in a consistent, fair and respectful way.
• Set clear objectives for your teams, aligned to the business plan and the delivery of KPIs.
• Ensure there is a routine in place to regularly discuss performance and behaviors for each team member as well as career aspirations and opportunities.
• Build strong relationships with key support functions including Sales, Marketing, Data and Analytics, Systems, HR and Finance.
• Ensure there is an appropriate resource levels at all times and performance is being encourage.

Key Performance Indicators - People

• Attrition
• HRIS - monthly
• Less than 3% of new employees leaving within 90 days

• 10% - Engagement
• 90% participation rate in annual engagement survey per team
• Survey score from Mercer - annual
• 15% - Performance Reviews Completion - annually
• HRIS - annually

5. What else?

This job description serves as a guideline, this list of responsibilities is not intended to be exhaustive and other requests commensurate with the role may be made of you from time-to-time. This role also requires a degree of flexibility in terms of days and hours worked. There may be occasional weekend and evening work, particularly during the busy summer months.

Requirements

Key Skills & Capabilities

• Excellent communicator. Articulates and reinforce our brand story, values and behaviors with the team. With great skills in both written and oral English.
• Passion - Shows interest in, anticipates, and responds timely to students, team members and other Yugoers needs. Strives to consistently meet service standards.
• Managing resources -Plans, coordinates and manages internal and external resources to accomplish goals.
• Interpersonal skills -Gives timely feedback and provides coaching to the team to help them develop and grow to their maximum potential. Understands and recognizes the value of other points of view and ways of doing things.
• Administrative Skills - Computer literate with strong application of Microsoft programs Outlook, Excel, Word and PowerPoint.

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Experience and Knowledge

Essential:

a. 5 Years of managing a team of people preferably in front office or hospitality fields.

b. Good working understanding of tenancy management and housing legislation.

c. Proven financial responsibility including managing forecasts, budgets and P&Ls.

d. Previous track record of Sales, being able to develop and track Sales and Marketing campaigns.

e. Resilience and adaptability, as well as a great cultural diversity awareness.

f. Qualification and/or willingness to undertake training for Carbon Literacy.

Desirable:

a. Experience in other markets and areas

b. Previous experience in CRM and Reservation software.

c. Knowledge and relationship with Universities or Educational organizations in the area or country.

The Yugo team is a force for good, our mission is to harness this passion to deliver an extraordinary living experience that supports the transition to and from student life.

Benefits

• Competitive salary with annual discretionary bonus
• 5 weeks' annual leave
• Additional 'YuDay' which is a paid day off every year to spend as you wish to support your wellness journey
• Subsidised Health care & employee assistant program
• Cycle to work scheme.
• Social events and more!

So, if you are currently looking to get stuck into an exciting new opportunity where no two days are the same, we would love to hear from you. Click apply now! We can’t wait to meet you.