The posting
Key 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 City Managers are in charge of our spaces within an assigned city location. This position has both an operational and strategic focus, they are #Futureshapers who want to positively influence and shape the lives of others students and Yugoers. They are responsible of the smooth running of our spaces and they oversee the day-to-day management as well as setting the future direction for the area.
Working closely with Assistant Residence Managers, the City Manager will ensure their assigned portfolio are safe and secure spaces that meet the established operational, financial and business-related targets. They will take overall responsibility for multiple assets in championing and executing strategies relating to property management operations, implementing agreed policies, and procedures and practices, whilst also actively driving improvement and operational excellence.
It’s a big job! Ensuring that our services are consistent and that we provide the best experience for students to live their best lives and financial performance for our investors.
Requirements
Key Responsibilities
1. Asset Management
a. Manage and monitor appropriate health and safety compliance across the area, promoting a risk-free environment; drive a positive health and safety culture.
b. Oversee and support regulatory and compliance issues, as well as managing the financial performance of all spaces within the area.
c. Lead continuous improvement and provide value added initiatives across the area.
d. Take responsibility for asset mobilisation of any new residences in the location- to include the set-up of operational costings, people structures, standard operating procedures, recruitment of the teams and coordinating a meaningful onboarding experience in readiness of practical completion.
e. Provide and manage an escalation matrix in the event of an emergency, liaising with any press and responding to investors as appropriate.
f. Work with a wider operations team to drive consistent performance across the portfolio.
g. Use your upbeat, open minded and outgoing personality to lead, mentor and guide the team to ensure that the student space is running smoothly and new ideas are being welcomed.
h. Be Real. Take pride in what you do and own it. Ensuring high standards of all spaces under your management.
2. Deliver on Income Targets
a. Take a commercial approach to managing the residences whilst actively seeking ways to maximise revenue, including summer occupancy and alternative use strategy, and to identify ways to drive greater efficiency and reduce the cost per bed.
b. Be accountable for the delivery of all KPIs of the spaces under your responsibility, including the delivery of income targets in accordance with sales process and standards; regularly monitor performance and take action where necessary.
c. Lead on the annual budget setting process and the budget reforecast for the residences in conjunction with the Assistant Residence Managers.
d. Approve invoices from vendors, contractors and service providers for payment, escalating any issues to the finance team as appropriate.
e. Maintain and develop relationships with key players at the local universities, education organizations and any other key stakeholders–in order to build stronger referral networks and potentially secure future business.
f. Work alongside the Sales and Marketing team to develop and execute strategies to enhance sales opportunities and performance within the area, ensuring that all properties have an occupancy level in line with the business plan, taking action where necessary including escalating any issues to the Operations Manager.
Key Performance Indicators – Revenue
· NOI target Monthly, YTD, against budget for each space
· GOI target Monthly, YTD, against budget for each space
· Debt target Monthly, YTD, against budget for each space
3. Student Experience
a. Ensure that our students live their best life, so that we exceed their expectations and they re-book or refer us to others.
b. Act as an inspirational lead to the team by exceeding expectations for our residents; oversee the delivery of outstanding customer service by others
c. Inspire the team to initiate and lead on resident involvement and social events.
d. Be proactive in striving for continuous improvement to our service offering, ensuring positive feedback from our residents, strong social media presence, and minimal complaints.
e. Be True. Acting responsible towards others and the planet. Making sure to deliver on our three Pillars to ensure our students live their best life. YugoEco, YuPro and YuGrow..
4. Our Team of Yugoers
a. Lead and inspire the operational teams to perform across the spaces of your responsibility. Be Bold. Ensuring that boundaries are there to be challenged and encourage a bias for action attitude across the teams.
b. To be both part of the Senior Operations team and a support to local residence-based teams.
c. Line manages and act as a coach to the General and Residence Managers within the area, including conducting regular one-to-one’s, appraisals, creating development plans and any other forms of people management that are required.
d. Act as a role model by consistently demonstrating the GSA values.
e. Liaise with student groups and University partners in order to drive the business forward and to manage and maintain productive ongoing relationships.
f. Work closely with any support function as required to drive collaborative working, operational performance and to maximise revenue.
g. Build strong relationships with key support functions including Sales, Marketing, Data and Analytics, Systems, HR and Finance.
Key Performance Indicators – People
· Attrition
- - HRIS – monthly across Spaces
- Leavers within 90 days across spaces as per target
· Engagement
- Participation rate goal in annual engagement survey
- Survey Engagement score from annual survey
· Performance Reviews Completion – annually as per target
5. What 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 the busy summer months.
Key Skills & Capabilities
- Excellent communicator. Articulates and reinforce our brand story, values and behaviors with your teams. With great skills in both written and oral English & Spanish.
- Passion– Shows interest in, anticipates, and responds timely to stakeholder needs. Strives to consistently meet service standards.
- Managing resources – Plans, coordinates and manages internal and external resources to accomplish role responsibilities and/or assigned tasks.
- Interpersonal skills–Gives timely feedback and provides coaching to the teams to help them develop and grow to their maximum potential. Understands and recognizes the value of other points of view and ways of doing things.
- Administrative Skills – Computer literate with strong application of Microsoft programs Outlook, Excel, Word and PowerPoint.
Demonstrable knowledge and experience in producing sound technical reports. Understands and recognises the value of other points of view and ways of doing things.
Experience and Knowledge
Essential:
a. Relevant experience managing teams (e.g. hospitality, residence-based, student accommodation)
b. Proven financial responsibility including managing forecasts, budgets and P&Ls.
c. Experience delivering projects on time and to a high standard.
d. Experience developing a continuous improvement culture and to have an impact on the way things are done.
e. Resilience and adaptability, as well as a great cultural diversity awareness.
f. Qualification and/or willingness to undertake training for Carbon Literacy.
Desirable:
a. Experience in other markets and areas
b. Relevant Business or Hospitality degree
c. Competency in other languages
d. Experience of working with diversity and in different markets
