OverviewKey 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 Assistant Residence Managers are part of a team of awesome Yugoers across the globe, who will support you to ensure we are consistent in the service we provide to our students.
#Futureshapers who want to positively influence and shape the lives of others students and Yugoers.
Ensuring that we deliver the best possible experience for our students while driving occupancy in our spaces.
This role requires a hands-on approach to work, ensuring we deliver cost-effective facilities and maintenance services.
You will be responsible when the Residence Manager is not on the property, ensuring all aspects of the residence continue running smoothly.
Key Responsibilities
Support managing our spaces, ensuring the smooth running of the operational calendar and student lifecycle from arrival, departure, and summer turnaround.Use your upbeat, open minded and outgoing personality to lead, mentor and guide our junior team members.Oversee regular health & safety inspections ensuring students and Yugoers remain safe, reviewing hazards and risks and ensuring safe working practices are followed.Manage incident response in the absence of the Residence Manager ensuring high standards of overall property presentation through inspections, working with the facilities team to resolve maintenance-related issues.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.Contribute to achieving all sales targets to ensure occupancy targets are met or exceeded.Drive sales conversions through responsive, proactive follow-up to queries and excellent customer service; own the arrears management process, ensuring team members focus on reducing debt to a minimum.Maintain and develop relationships with key players at local universities, education organizations and other key stakeholders to build stronger referral networks and potentially secure future business.Be Real.
Take pride in what you do and own it.
Ensure that our students live their best life, so that we exceed their expectations and they re-book or refer us to others.Manage complaints and offer an excellent student experience.Lead engagement activities with our students; monitor their feedback and deliver action plans and recommendations to ensure their best experience.Support the residence manager in leading the junior team members and assist with recruitment and development activities.Key Performance Indicators – Revenue
20% - NOI target Monthly, YTD, against budget15% - GOI target Monthly, YTD, against budget15% - Debt target Monthly, YTD, against budgetKey Performance Indicators – People
AttritionHRIS – monthlyLess than 3% of new employees leaving within 90 days10% - Engagement90% participation rate in annual engagement survey per teamSurvey score from Mercer – annual15% - Performance Reviews Completion – annuallyHRIS – annuallyWhat 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 busy periods.
QualificationsKey Skills & Capabilities
Able to ensure students have the best experience and confident in dealing with a range of support requirements and issues.
With great communication skills in both written and oral English.Proactive and organized – Have a bias for action, anticipate, and respond timely to students and fellow Yugoers' needs.Managing resources – Supervise, coordinate and manage internal and external resources to accomplish goals.Interpersonal skills – Drives sales experience and has a great ability to negotiate.Administrative Skills – Computer literate with strong application of Microsoft programs Outlook, Excel, Word and PowerPoint.Experience and Knowledge
Essential: 5 Years of supervising a team of people preferably in front office, PBSA or hospitality fields.Great sales and negotiation skills being able to develop and track sales and marketing campaigns.Operations experience, being able to oversee the day-to-day operations of a team and deal with suppliers and third-party companies.Resilience and adaptability, as well as a great cultural diversity awareness.Qualification and/or willingness to undertake training for Carbon Literacy.Desirable: Experience managing teams or change.Previous experience in CRM and Reservations software.Financial awareness, having managed and understood P&L and Budgets.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.
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