Night Manager

The Post

The Night Manager is responsible for providing the night team with the leadership that delivers exceptional student, staff and visitor service experiences in a safe and secure environment. This role will be rostered on for 8-hour shifts between the hours of 7pm to 7am, 5 days over
7. There will be requirements throughout the year for attendance at day-time training, and these dates and commitments will be shared in advance.

The role holder will provide direction and support specifically to the AOA and Campus Support Teams delivering the operation across campus at night, with direct line management responsibility for the Night Supervisors and Security.

A hands-on, visible approach, monitoring all areas of the campus in person, is required to deliver the leadership, collaboration, judgement, customer and results focus required of the role. Key performance indicators of the role will be student/visitor experience, night team member experience and the relevant quality, brand and safety audits.

• Assist with the planning of all relevant rotas required to ensure a safe and operationally successful service delivery
• Plan annual holiday entitlement in line with academic year and summer business requirements
• Work with the Head of Community Engagement and Director of Accommodation Services to develop approaches to drive cost efficiencies
• Identify and support the planning of relevant training for self and team(s) and attend as required
• Contribute to the planning and preparation for key campus events
• Be aware of and communicate with appropriate teams any requirements for campus safety ahead of, during and after weather incidents

• Organise staff resources, materials and deliver brief to ensure exceptional experience with optimal cost efficiencies over the “night” period in line with seasonal demands, and business requirements
• Ensure any “change” initiatives are implemented effectively with high levels of night staff/team engagement
• Ensure the night team has the appropriate tools, training and equipment to deliver the services, tasks and propositions consistently to the required standard
• Ensure that provision is made to maintain a clear understanding of requirements between student/visitor and operational staff
• In conjunction with the Director of Accommodation and relevant ‘Heads’ of Accommodation departmental teams, ensure that the teams deliver optimal levels of productivity in line with forecasted activity
• Liaise with the relevant night staff/teams to ensure the effective delivery of any student and visitor requirements and any special requests, known in advance
• Take responsibility for the Campus during your shift, as the “on duty” Manager and provide other team members with leadership support as required
• Ensure student/visitor facing front areas are always presented to the highest standard
• Allocate night team tasks fairly and monitor standards of completed tasks, communicating progress in handovers for dayshift management ensuring all tasks are complete
• Take responsibility for resolving student/visitor/guest concerns, queries and in the moment support required ranging from welfare to conduct, security and building operations
• Escalate concerns as required through the on-call management structure and emergency services

• Provide night staff/teams with the clear purpose they require and support with relevant learning experiences and constant feedback on individual and team performance
• Observe and coach night staff/teams to ensure they are continuing to develop their skills
• Work with the Director of Accommodation Services and relevant department Heads within accommodation, to ensure that the night teams have an effective resource and succession plan
• Support student and guest arrivals, departures including preparing spaces, check-ins and outs, and responding to concerns to support the resident experience
• Ensure that you have a personal development plan and seek feedback from those you lead on a regular basis
• Performance coach, develop and follow-up with the security team, including handling return to work and achieving success conversations
• Line manage Night…