Employer: Urbanest UK
Location:Central London
£30,000 - £45,000 per annum, inc benefits, OTE
Urbanest is a leading, contemporary student accommodation provider that prides itself on delivering the highest quality accommodation and sector-leading service to students and universities. We provide world-class student accommodation in the major educational and real estate markets in London.
Due to the growth within our portfolio of properties across zone 1 London, urbanest now require a Resident Safety & Security Manager to work predominantly on a night time basis, to protect and nurture our assets. You will work alongside the General Managers to ensure our properties are safe and secure for our residents and employees. You will be working across our Hoxton, Tower Bridge, St Pancras, Kings Cross and Westminster Bridge properties!
Your main responsibilities will include:
Excellence in Delivery
Create and communicate targets for key security and operational activity, role modelling and maintaining energy and commitment within the team to achieve success
Produce reporting on key Safety & Security metrics to measure and monitor performance and support the development of continuous improvement
Recognise and reward compliance with business process and address non-compliance appropriately clarifying negative impacts
Prioritise operational activity balancing across conflicting objectives of individuals and teams and limitations in resources including time, people and money
Manage the Customer & Stakeholder Experience
Communicate effectively, whether face to face, via telephone or in writing, with customers, colleagues and stakeholders, clearly understanding and responding to their needs
Focus on delivering excellent customer and stakeholder experience, regularly seeking and acting on feedback
Provide effective monitoring and management of resident safety & security including, behaviour and disciplinary issues, maintenance and damage
Provide a decisive and effective response to customer complaints and arbitrate tenant disputes to effective resolution following the core operating procedures
Support team members in complaint handling, coaching them to handle even complex complaints themselves to successful resolution
Support GM in analysing customer satisfaction surveys and creating and managing plans to address any highlighted issues
Protect & Nurture the Asset
Deliver all Health and Safety requirements for the concierge/night team and work with the OD to implement amendments to processes to improve property security and take into account statutory changes
Develop and implement Security risk assessment processes for all properties in conjunction with the GMs
Provide weekly reporting and analysis of incidents onsite along with recommendations on how to reduce risk for future
Record, log and monitor any maintenance issues that may arise within the property and liaise with the facilities team to ensure their timely repair.
Manage the work of emergency contractors on site
Undertake regular building patrols to identify any maintenance requirements, Health and Safety or security risks and resolve all resultant risks in accordance to the core operating procedures
Develop & Manage Teams
Take responsibility in developing, adapting and managing plans to successfully deliver against operational KPIs
Effectively manage operational team performance confidently and consistently addressing performance and behavioural issues honestly and promptly where necessary
Support the planning and management of resource levels including the management of shift rotas and peak operational activity to successfully deliver excellent service and effectively control costs
Inspire and motivate the night team to engage and commit to overall business plan and Urbanest vision and values
Support the recruitment, coaching and development of Concierge team members identifying and nurturing talented team members to support retention and succession planning within Urbanest
Communicate with confidence and clarity particularly in situations of difficult negotiation and challenge and influence upwards to managers as well as to direct reports
Desired Skills and Experience
Essential
2-3 Years Experience in property/hotel management which includes the line management of a team
Experience of managing/supervising a team across different locations and/or shift patterns
Proven track record of performance management of a team
Experience of using business operating systems including Microsoft Office
Demonstrable experience of effective communication both orally and in writing
Previous customer service experience
Previous security/conflict management experience
Flexibility in working hours including weekend, day and night shift working
Live within a reasonable travel distance to properties within the City
Ability to work in multiple locations in London
Desirable
Experience in working in a hotel environment
Drivers License
Bi-lingual
As a Resident Safety and Security Manager you will be joining a fast-paced, exciting company that delivers a truly high quality of service and accommodation.
We offer competitive salary, discretionary bonus scheme and great future prospects, get in touch if urbanest is a company you could see yourself part of.
