Summer Operations Supervisor (Internal only)

Summer Operations Supervisor (Internal only) Apply Post Details

Internal applicants only

2 positions available Full time Fixed term funtil 22 September 2024

The closing date for applications is midnight on Sunday 07 April 2024.

There is an expectation that work will be undertaken in the UK.

This role will require a Basic Disclosure check. An offer of employment will be subject to a satisfactory outcome of this process.

This role is not eligible for sponsorship. Applicants require to have existing right to work in the UK.

The University of Stirling recognises that a diverse workforce benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers and welcome applications from those who would contribute to further diversification of our staff and ensure that equality, diversity and inclusion is woven into the substance of the role. We strongly encourage applications from people from diverse backgrounds including gender, identity, race, age, class, and ethnicity.

The Post

Based within the Accommodation Services office this is a customer-facing role. The role holder will be expected to show excellence in customer care when dealing with all enquiries and provide a responsive reception and administration service within the department.

The role holder will work closely with staff and guests focussing on the summer commercial activities within Accommodation Services. They will deal directly with supervising the work of the Summer Accommodation Hosts and Summer Host Team Leaders including arranging rotas. They will be responsible for planning for guest arrivals, particularly groups, as well as ensuring Summer Host teams have the information they need to deliver an excellent service. They will supervise the Summer Host team to ensure effective and efficient room allocations are taking place and all payments are collected and recorded as appropriate. In addition, they will be responsible for managing any absence and/or performance issues within the Summer Host team, in liaison with the Operations Management team as appropriate.

The role holder will contribute to maintaining the highest standards of service and the process of identifying improvements that can be implemented immediately and in future summers.

Skills & Attributes associated with the role

Ability to work independently, as well as part of a team.

Ability to prioritise multiple tasks and meet deadlines .

Flexibility, reliability and punctuality.

Willingness to attend and participate in relevant training to ensure that high standards are maintained at all times.

Responsiveness to satisfying the proper demands of customers and colleagues; to exercise good inter-personal skills; and to use good judgement.

Description of Duties

Lead and oversee the activities of the Summer Host team to ensure an optimal level of service and hospitality is provided to guests including training, supervising and managing performance of staff within the team to ensure the highest level of service is delivered

To manage staff rotas for summer host team, to ensure appropriate and effective deployment of staff throughout properties to ensure adequate cover is maintained at all times throughout the commercial business period. At times this may involve liaising with the Operations Management team to ensure appropriate cover is in place

To ensure efficient administrative systems are in place and consistent throughout all properties, making use of appropriate IT where possible. This will include developing and maintaining records/systems for managing recruitment, recording training, absence/timekeeping, payroll requirements and leave authorisation

To administer bookings and allocate rooms accurately and efficiently in line with occupancy management guidelines through the use of our KX Software

To take responsibility for any complaints, incidents or accidents ensuring that any issues are followed through to completion, delivering the highest level of customer satisfaction and using initiative and sound decision making in accordance with University procedures

To be the first point of contact for the Commercial Services team and liaise closely with them on queries, incident reports and complaints

To meet regularly with the operations team and other colleagues within Accommodation Services to discuss and address operational issues

To be responsible for all summer business related financial activities, ensuring they are carried out in accordance with University policies

To provide a comprehensive administration support service to the Accommodation Operations Management team

To work with the Cleaning Services Team as required to ensure accommodation is prepared in advance of student and customer arrivals, with room set ups and other relevant activities. This includes cleaning of bedrooms, bathrooms, common areas and circulation spaces, the distribution, collection and changing of linen and distributing and replenishing consumables and equipment into rooms and kitchens

Carry out the duties and responsibilities of the Summer Hosts and Host Team Leaders to cover breaks and absences as required

Ensure outstanding customer care at all times by supporting, and setting a positive example for, the Summer Host team

Any other duties as defined by Accommodation Services Management

Essential Criteria

Educated to Standard Grade Level or higher, to include maths or to able to demonstrate a comparable level of ability, e.g. through relevant experience

In-depth understanding of summer business operations

Experience using a computerised accommodation booking system

Relevant experience of working as part of a team providing excellence in customer care within a front facing, operational role

Experience of making decisions and using judgement and initiative to solve problems

Evidence of strong interpersonal skills

Evidence of being self-motivated with a “can do” style and approach

Computer literate – minimum of email and Microsoft packages such as word / excel

Evidence of excellent written and verbal communication skills

Evidence of a high level of accuracy

Desirable Criteria

Knowledge of the University

1st line supervisory experience within a customer service role

Experience in using the KX booking system

About Us

The Accommodation Services team are student facing and responsible for the management of over 2,500 student rooms let to Undergraduate and Postgraduate students. Accommodation Services delivers circa £11m through student rent. We have a key role in student recruitment and retention. The team provides 24/7 support and consists of over 100 staff who work with students every day. In the summer months the team also deliver excellent customer service to paying guests staying in the University's accommodation.

We want to be recognised as a team that does the right thing, makes things happen and others want to work with.

The University

The University of Stirling is committed to providing education with a purpose and carrying out research which has a positive impact on communities across the globe – addressing real issues, providing solutions, and helping to shape society. Stirling is 4th in Scotland and 43rd in the UK for research impact, with 87% of its research having an outstanding or very considerable impact on society – and more than 80% rated either world leading or internationally excellent (Research Excellence Framework 2021).

The University of Stirling is ranked among the top 30 UK universities for student satisfaction (National Student Survey) and top 30 in the UK for postgraduate student experience (Postgraduate Taught Experience Survey), and has an overall five-star rating in the QS Stars University Ratings.

More than 17,000 students study with the University of Stirling globally, with over 140 nationalities represented on its scenic central Scotland campus alone. The University – also home to 1,700 staff – is ranked first in the UK and top three in the world for its campus environment (International Student Barometer 2022, wave two). Ranked first in the UK and top five in the world for its sports facilities (International Student Barometer 2022, wave two), Stirling is Scotland's University for Sporting Excellence. Its world-class facilities provide the perfect training environment for the University's sports scholars – many of whom compete at the highest level, including at the Olympics and Commonwealth Games – and for students, staff, and the wider community.

The University has twice been recognised with a Queen's Anniversary Prize – the first for its Institute for Social Marketing and Health (2014) and the second for its Institute of Aquaculture (2019).

The University is a signatory to the £214 million Stirling and Clackmannanshire City Region Deal and a central partner of the Forth Valley University College Health Partnership. www. stir.ac.uk @stiruni

Job number

SERV01892

Contract Type

Fixed Term Contract

Posting End Date

07-Apr-2024

Location:

Stirling Campus

Grade

Grade5 £25,138-£27,979 p.a.

Faculty/Service

Commercial Services Post Details

Internal applicants only

2 positions available Full time Fixed term funtil 22 September 2024

The closing date for applications is midnight on Sunday 07 April 2024.

There is an expectation that work will be undertaken in the UK.

This role will require a Basic Disclosure check. An offer of employment will be subject to a satisfactory outcome of this process.

This role is not eligible for sponsorship. Applicants require to have existing right to work in the UK.

The University of Stirling recognises that a diverse workforce benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers and welcome applications from those who would contribute to further diversification of our staff and ensure that equality, diversity and inclusion is woven into the substance of the role. We strongly encourage applications from people from diverse backgrounds including gender, identity, race, age, class, and ethnicity.

The Post

Based within the Accommodation Services office this is a customer-facing role. The role holder will be expected to show excellence in customer care when dealing with all enquiries and provide a responsive reception and administration service within the department.

The role holder will work closely with staff and guests focussing on the summer commercial activities within Accommodation Services. They will deal directly with supervising the work of the Summer Accommodation Hosts and Summer Host Team Leaders including arranging rotas. They will be responsible for planning for guest arrivals, particularly groups, as well as ensuring Summer Host teams have the information they need to deliver an excellent service. They will supervise the Summer Host team to ensure effective and efficient room allocations are taking place and all payments are collected and recorded as appropriate. In addition, they will be responsible for managing any absence and/or performance issues within the Summer Host team, in liaison with the Operations Management team as appropriate.

The role holder will contribute to maintaining the highest standards of service and the process of identifying improvements that can be implemented immediately and in future summers.

Skills & Attributes associated with the role

Ability to work independently, as well as part of a team.

Ability to prioritise multiple tasks and meet deadlines .

Flexibility, reliability and punctuality.

Willingness to attend and participate in relevant training to ensure that high standards are maintained at all times.

Responsiveness to satisfying the proper demands of customers and colleagues; to exercise good inter-personal skills; and to use good judgement.

Description of Duties

Lead and oversee the activities of the Summer Host team to ensure an optimal level of service and hospitality is provided to guests including training, supervising and managing performance of staff within the team to ensure the highest level of service is delivered

To manage staff rotas for summer host team, to ensure appropriate and effective deployment of staff throughout properties to ensure adequate cover is maintained at all times throughout the commercial business period. At times this may involve liaising with the Operations Management team to ensure appropriate cover is in place

To ensure efficient administrative systems are in place and consistent throughout all properties, making use of appropriate IT where possible. This will include developing and maintaining records/systems for managing recruitment, recording training, absence/timekeeping, payroll requirements and leave authorisation

To administer bookings and allocate rooms accurately and efficiently in line with occupancy management guidelines through the use of our KX Software

To take responsibility for any complaints, incidents or accidents ensuring that any issues are followed through to completion, delivering the highest level of customer satisfaction and using initiative and sound decision making in accordance with University procedures

To be the first point of contact for the Commercial Services team and liaise closely with them on queries, incident reports and complaints

To meet regularly with the operations team and other colleagues within Accommodation Services to discuss and address operational issues

To be responsible for all summer business related financial activities, ensuring they are carried out in accordance with University policies

To provide a comprehensive administration support service to the Accommodation Operations Management team

To work with the Cleaning Services Team as required to ensure accommodation is prepared in advance of student and customer arrivals, with room set ups and other relevant activities. This includes cleaning of bedrooms, bathrooms, common areas and circulation spaces, the distribution, collection and changing of linen and distributing and replenishing consumables and equipment into rooms and kitchens

Carry out the duties and responsibilities of the Summer Hosts and Host Team Leaders to cover breaks and absences as required

Ensure outstanding customer care at all times by supporting, and setting a positive example for, the Summer Host team

Any other duties as defined by Accommodation Services Management

Essential Criteria

Educated to Standard Grade Level or higher, to include maths or to able to demonstrate a comparable level of ability, e.g. through relevant experience

In-depth understanding of summer business operations

Experience using a computerised accommodation booking system

Relevant experience of working as part of a team providing excellence in customer care within a front facing, operational role

Experience of making decisions and using judgement and initiative to solve problems

Evidence of strong interpersonal skills

Evidence of being self-motivated with a “can do” style and approach

Computer literate – minimum of email and Microsoft packages such as word / excel

Evidence of excellent written and verbal communication skills

Evidence of a high level of accuracy

Desirable Criteria

Knowledge of the University

1st line supervisory experience within a customer service role

Experience in using the KX booking system

About Us

The Accommodation Services team are student facing and responsible for the management of over 2,500 student rooms let to Undergraduate and Postgraduate students. Accommodation Services delivers circa £11m through student rent. We have a key role in student recruitment and retention. The team provides 24/7 support and consists of over 100 staff who work with students every day. In the summer months the team also deliver excellent customer service to paying guests staying in the University's accommodation.

We want to be recognised as a team that does the right thing, makes things happen and others want to work with.

The University

The University of Stirling is committed to providing education with a purpose and carrying out research which has a positive impact on communities across the globe – addressing real issues, providing solutions, and helping to shape society. Stirling is 4th in Scotland and 43rd in the UK for research impact, with 87% of its research having an outstanding or very considerable impact on society – and more than 80% rated either world leading or internationally excellent (Research Excellence Framework 2021).

The University of Stirling is ranked among the top 30 UK universities for student satisfaction (National Student Survey) and top 30 in the UK for postgraduate student experience (Postgraduate Taught Experience Survey), and has an overall five-star rating in the QS Stars University Ratings.

More than 17,000 students study with the University of Stirling globally, with over 140 nationalities represented on its scenic central Scotland campus alone. The University – also home to 1,700 staff – is ranked first in the UK and top three in the world for its campus environment (International Student Barometer 2022, wave two). Ranked first in the UK and top five in the world for its sports facilities (International Student Barometer 2022, wave two), Stirling is Scotland's University for Sporting Excellence. Its world-class facilities provide the perfect training environment for the University's sports scholars – many of whom compete at the highest level, including at the Olympics and Commonwealth Games – and for students, staff, and the wider community.

The University has twice been recognised with a Queen's Anniversary Prize – the first for its Institute for Social Marketing and Health (2014) and the second for its Institute of Aquaculture (2019).

The University is a signatory to the £214 million Stirling and Clackmannanshire City Region Deal and a central partner of the Forth Valley University College Health Partnership. www. stir.ac.uk @stiruni