Assistant Manager, Residence Hospitality Experience

1 week ago

Kitchener, Ontario, Canada University of Waterloo Full time
Job Summary

The University of Waterloo seeks a highly skilled and experienced Assistant Manager, Residence Hospitality Experience to lead and effectively supervise frontline cleaning staff, external service providers, processes, and activities required to ensure accountabilities are met.

Key Responsibilities
  • Leadership
    • Provide excellent leadership to cleaning staff in the incumbent's area and assist the Manager with administrative leadership of the cleaning operation.
    • Create and maintain positive working relationships by establishing a clear set of reasonable and mutually agreed upon expectations that align with the Department's mission and the University's strategic plan to help employees create clear paths to success.
    • Identify development opportunities in direct reports and create development plans that will enable employee growth and improved performance.
    • Provide effective leadership, training, and communication to ensure cleaning standards are maintained and staff provide excellent customer service to residents.
    • Act as a key liaison with other leaders of Residence Facilities in the coordination of cross training, coaching initiatives, team meetings, and leading cross-functional project work.
  • Supervision
    • Recruit (hiring processes, onboarding activities).
    • Measure and evaluate performance of direct reports through both formal performance appraisals and informal methods such as regular feedback and coaching.
    • Administer human resource policies and procedures as they relate to staff in the incumbent's area, including sick time, vacation, overtime, leaves of absence, safety/injuries, return to work initiatives.
    • Lead the creation and delivery of staff training and development opportunities in coordination with the Supervisors in Residence Hospitality Experience and After Hours.
    • Ensure safety and wellness initiatives and procedures are effectively followed by all staff in the incumbent's area, including the application of Workplace Hazardous Materials Information System (WHMIS) and Occupational Health and Safety Act (OHSA).
  • Operations Management
    • Accountable for planning, developing, and coordinating processes to effectively manage the cleaning program, focusing on continuous improvement and supporting the Department's goal of clean, comfortable residential communities that are conducive to student learning and engagement.
    • Collaborate with other areas of Residence Facilities and Housing to ensure effective delivery of services and problem resolution for optimal service.
    • Lead and implement cleaning standards and best practices in day-to-day cleaning.
    • Establish consistent operating procedures and processes to ensure effective and efficient workflow.
    • Plan and coordinate end of term processes and/or room changes in collaboration with other Campus Housing units and/or contracted services to ensure a successful turn-over of all residence bedrooms and community spaces within very tight timelines.
    • Plan and coordinate termly project work (window cleaning, carpet cleaning, floor work, house cleaning, etc).
    • Plan and coordinate target/goal setting for RHE.
  • Fiscal Management – Cleaning Services
    • In coordination with the Manager, Residence Hospitality Experience, provide administrative coordination, tracking, and monitoring of the overall operating budget.
    • Assist with developing the annual operating budget in collaboration with the Managers to ensure a cohesive approach.
    • Provide recommendations on future projects and/or spending based on monthly/yearly budget analysis.
    • Follow university policies and procedures for effective procurement of supplies, equipment, and 3rd party service provision.
  • Measurement and Evaluation
    • Responsible to collect and maintain Key Performance Indicators and other measures of performance that align with the strategic direction of the Cleaning Services unit.
    • Provide data and/or progress reports related to effectiveness/efficiencies utilized by the team to maintain a high level of performance.
    • Evaluate current state by applying lean principles to inform changes to improve services.
  • Project Management
    • Accountable for managing the effective coordination of multiple regular and special projects that relate to the incumbent's area of responsibility and the wider Cleaning Services team.
    • Organize the work of others and self to conduct research, compile statistics, develop reports, and communicate results.
    Qualifications
    • Completion of a post-secondary diploma or degree (or equivalent experience) required.
    • Experience leading others is required.
    • Experience supervising staff is required.
    • Experience coordinating multiple projects is required.
    • Ability to negotiate, resolve conflicts, and solve problems effectively is required.
    • Experience working in a student environment is considered an asset.
    • Experience monitoring budgets is an asset.
    • Experience making evidence-based decisions considered an asset.
    • Competencies will include, people management, resource allocation, interpersonal, organizational, and communication skills.
    • Working knowledge of or ability to interpret occupational health and safety regulations is required.
    • Proficient computing skills, specifically with Microsoft Office applications and financial reporting related software required.
    • Ability to use web-related and mobile communication tools required.
    • Progressive experience with materials and methods involved in the cleaning of multi-unit residential buildings is required.
    • Working knowledge of the roles all building-related trades play within a facility management operation is considered an asset.
    • Operational knowledge of information systems preferred.
    • G license required.
    • Successful candidate will be required to submit a Drivers Abstract and a clear Vulnerable Sector Check.

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