Supervisor, After Hours Services

2 weeks ago

Waterloo, Canada University of Waterloo Full time

Overview:
The Supervisor, After Hours Services is responsible for the continuity of all facility services outside of normal business hours by maintaining a safe, secure, accessible and clean living environment to Campus Housing residents. In providing excellent customer service, the After Hours Supervisor will ensure prompt evaluation, response and implement service protocols by effectively leading and coordinating After Hours staff and key stakeholders. The After Hours Services Supervisor will work in coordination with other Residence Facility and Campus Housing partners to support services, processes and activities that promote the well-being and comfort of students.

**There are 2 openings for this position, with weekday and weekend shifts.**

**This position is contingent on funding.**

**Responsibilities**:
Leadership - Responsible for providing excellent leadership to After Hours Services staff using a coaching and mentoring approach
- Creates and maintains positive working relationships by establishing a clear set of reasonable and mutually agreed upon expectations that align with the Department’s mission and values to help employees create clear paths to success
- Effectively measures and evaluates staff performance through both formal performance appraisals and informal methods such as regular feedback, coaching, and one on one conversations
- Identifies development opportunities in direct reports and creates development plans that will enable employee growth and improved performance at all levels of responsibility
- Provides effective leadership and training to ensure customer service, safety, and quality standards are always maintained

Staff Supervision - Responsible for providing excellent supervision to After Hours Services staff
- Conducts recruiting activities for all positions reporting to the incumbent (hiring processes, onboarding activities)
- Schedules, communicates, and assigns work
- Manages and evaluates staff performance
- Manages staff policies and procedures in consultation with the After Hours Manager, as they relate to staff in the incumbent’s area i.e. sick time, vacation, overtime, leaves of absence, safety/injuries, return to work initiatives

Operations Management - Continuity of Facility Services outside of normal business hours
- Ensures facility operations are maintained after normal business hours such as but not limited too, maintenance issues and resolution, building security and access, facility space management, furniture and inventory allocation and student relocations in coordination with Res life
- Acts as the first point of contact for coordinating any facility emergency response, i.e. facility failures, floods, fires, service interruptions, etc. outside of regular business hours. Provides prompt evaluation, response and service protocols by leading After Hours staff and key stakeholders such as Plant Operations, Res Life and Campus Police
- In the event of facility, interruptions and emergencies the After Hours Supervisor will be responsible to initiate and maintain communication to campus housing partners and key stakeholders on cause, next steps and solutions and updates as required
- Act as an advocate for student safety and well-being and will ensure that all reasonable steps are taken to minimize facility interruptions and emergencies from impacting the students experience in Campus Housing

Operations Management - Daily Cleaning
- Responsible for planning and coordinating schedules, activities, and resources (equipment, supplies, staff, and external service providers) to effectively provide cleaning services in the incumbent’s area
- Responsible for planning and coordinating schedules with other supervisors in Residence Facilities to ensure resources and cleaning is effectively managed across all communities, 7 days a week, as it relates to servicing students
- Plans and coordinates resourcing/ logistics across Residence Facility teams, related to room changes required daily
- Ensures all resources are coordinated, available, and financially accounted for to fulfill the general and emergency response requirements in the incumbent's area

Operations Management - Planning
- Applies policies and procedures in conjunction with RHE and AH Team Members
- Provides feedback and insight into the annual room allocation planning for consideration of assigning occupied spaces each term
- Plans and coordinates end of term processes that account for the turnover of all spaces within very tight timelines between RHE and AH, as it relates to occupancy levels
- Plans and coordinates facility project work (window cleaning, carpet cleaning, floor work, etc.)
- Coordinates with Summer Accommodations to ensure resources are available to deliver required services

Fiscal Management - Accountable for contributing to the effective use of financial resources for After Hours Services
- Maintains records for budgets, work hours, payrolls, and other data that contributes to eff

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