Residence Operations Manager

2 meses atrás

Porto, Porto, Portugal Nido Living Tempo inteiro
Job Description:

Nido Living is seeking a highly skilled and experienced Residence Operations Manager to join our team in Porto. As a key member of our operations team, you will be responsible for ensuring the smooth day-to-day running of our residence, providing an exceptional customer experience for our residents.

About the Role:

The Residence Operations Manager will be the primary point of contact for all residents, contractors, suppliers, and stakeholders working within the building. You will be expected to uphold and demonstrate Nido's high brand and customer service standards at all times.

Key Responsibilities:

  • Operations:
    • Promote a 'residents first' culture and ensure their expectations are met.
    • Take responsibility for management of the office and reception.
    • Ensure that the customer service level of the residence team remains high, and the agreed service level agreement is followed.
    • Assist with the marketing of the residence, working with the central Marketing team to ensure the relevant strategy goals are delivered at residence level.
    • Manage the sales process at the residence, including responding to enquiries by phone, email, and webchat; conducting tours & residence viewings; monitoring bed space availability; contacting prospective new residents and maximising conversion rates to ensure the agreed occupancy level is met at all times.
    • Address complaints and breaches of the residence code of conduct with residents and parents, gathering relevant evidence and preparing written outcomes. Escalate to the General Manager/Assistant Manager where necessary.
    • Manage and communicate room cleans and reactive maintenance works.
    • 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.
    • Assist with supervision of on-site maintenance operations including planned preventative and reactive maintenance.
    • Assist with supervision of housekeeping operations to ensure that the site always remains presentable.
    • Implement and ensure that Nido Standard Operating Procedures are adhered to by on-site staff and residents.
  • Compliance:
    • Assist with health and safety standards of the residence to ensure they are adhered to, and the team are trained and up to date with changing responsibilities, legislation and obligations.
    • 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.
    • Assist with management of any university partnership contracts and ensure compliance with service level agreements.
  • Financial:
    • Assist the General Manager and Area manager with budget management, occupancy commitments and cost plans.
    • Assist in the implementation of cost management and revenue-generating initiatives to enhance operations where possible.
    • Assist with accurate and timely reporting on a weekly and monthly basis.
    • Ensure prompt collection of all sums due from residents and effectively manage all arrears and bad debt.
    • Assist the General Manager/Assistant Manager with reconciling accounts against bank statements.

Requirements:

To be successful in this role, you will need:

  • Excellent written and verbal communication skills
  • Ability to speak and write fluently in English
  • Ability to plan and prioritise
  • Strong attention to detail
  • Positive and enthusiastic attitude
  • Possionate about creating a customer-focused environment for residents
  • Professional and friendly demeanour
  • Flexible and adaptable
  • Proactive nature and ability to work on own initiative
  • Ability to work in a fast-paced environment
  • Excellent customer relationship skills

Benefits:

  • A competitive salary of 20,000.00€ gross per year

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