Night Operations Manager

V&C Associates are partnering with one of the UK largest Residential operations covering purpose-built apartment blocks who are looking for a Night Manager to manage one of their most important Luxury residential sites in Sheffield City Centre. This is a great opportunity for someone coming from Hotel, Hospitality and other residential night manager positions.

The Night Manager is accountable for Residential Guests teams between 10:00pm – 7:00am within a city. They assume responsibility for operating the properties safely, securely and provide a point of escalation and incident response wherever required. Reporting to the General Manager, they support the guests with the brilliant delivery of service style, consistent execution and the creation of a community that the guests love and flourish in. In the event of a major incident, they will assume control and be on point to manage response.

Key accountabilities / responsibilities:

• Be a brand ambassador and always act with positive intent creating an environment where residents feel safe, welcomed and settled and the team are always fully informed and well communicated to.
• Accountable for the performance of their teams and will actively participate in performance management conversations and personal development plans.
• Supports the Guests ensuring all properties are manned with an Experience or Safety team member according to agreed principles and property needs, that the team member is trained to deliver expected outcomes and that they are able to respond accordingly in all likely scenarios.
• Supports the Guests in creating an environment in which our Experience teams can apply CARE (Connect, Act, Respect and Encourage) delivering a world class experience to our residents and each other.
• Accountable for ensuring the Safety team members’ responsiveness at night; ensuring the team are taking appropriate action on receipt of feedback, resolving issues either directly or indirectly and making sure a resolution is found or the issue is escalated in the right amount of time, where applicable, they are responsible to establish the root cause and solutions to ensure it is non-repeated.
• Accountable for the Safety team members’ adherence to company policies, procedures and specified and trained ways of working at all times.
• Supports the customer account management acting as a point of escalation for team members within their city.
• Responsibility for management of security personnel and accountable for keeping our properties secure from external threat.
• Responsible for quick and decisive response in the event of property failure – must have great knowledge of the properties’ building systems, fire life safety systems and infrastructure.
• Responsible for quick and decisive response in the event of an emergency – must have great knowledge of the company’s H&S policy, fire safety policy, fire strategies and available tools such as Keeping Safe guide.
• Accountability for maintaining a safe environment for everyone including the Safety team members’ completion and recording of basic monitoring and compliance, ensuring the team is trained and takes appropriate action in case of incident or emergency.
• Accountable for keeping a clean, tidy and well-maintained environment and never walking past a mess without doing something about it, holding the team accountable to take action when required.
• Responsible for understanding our sustainability strategy, why it matters to us and our stakeholders, and actioning the opportunities the role presents to help achieve our sustainability targets, and for encouraging and empowering the team to play their part.