招聘Duty Manager 值班经理_优巢物业管理（上海）有限公司北京分公司招聘信息-最佳东方

值班经理 Duty Manager (DM)

Schwarzman College，Tsinghua University

Position Specification

Title: Duty Manager (DM)

Company: GSA / Beijing

Working Period: Full Time

Reports to: Director of Operations, GSA Schwarzman College

Key Objectives of the Role

GSA have entered the China market and is managing a Residential College on Behalf of Stephen A Schwarzman Education Foundation (SASEF) from January 2016. The Schwarzman’s Scholar (the College) is located within the campus of Tsinghua University in Beijing, China. Encompassing a total GFA of approximately 240,000 sq.ft. the College comes with 200 student dorm rooms, 16 faculty apartments, lecture theatres, seminar rooms, library, an indoor gym, multi-function ballroom, cafeteria and in-house pub. This is an exciting opportunity for someone to deliver the Duty Manager - DM role for GSA. The incumbent will deliver excellent customer service and on-site support through adherence to GSA’s operating procedures.

The incumbent is responsible for on-site management of the college and needs to liaise with the college administrative/faculty staff and GSA’s DOO on the respective matter or issue after the college normal operation hour. He / She is the most senior manager after office hour and will be tasked to supervise and manage on-site building operation and guest or residential matter.

Key Areas of focus for this role include:

· Ensuring the safety and welfare of the building occupant and visitor after office hour and holiday

· Supervision and management of the outsourced security and engineering team

· Deal with emergencies or unplanned events including mustering all the available resources to mitigate the extend of the damage

· Reconcile compliant, feedback and ensure proper record documentation

· Work closely with the RSSM on the hand-over of task on a daily basic

· Initiative and resoluteness to de-escalate situation on site and follow escalation procedure to contact senior management

· Update the engineering work order into system (Facility One)

Key Responsibilities

Deliver world class customer service

· Communicate effectively in person, via telephone or in writing with customers and colleagues. Clearly understand and respond to their needs

· Provide high-end and seamless services and experiences at the college delivering excellent customer service consistently and in line with GSA value

· Ensure compliance, security and integrity of customer data

· Understand who the different stakeholders are within the college and across the portfolio, familiarise yourself with process relating to clients and agreement and adhere to them

Property Management Support

· Follow and implement GSA operating process, business system and standards

· Follow up on all resultant actions in a timely manner to include customer feedback, liaison with Maintenance and Cleaning support functions

· Record, log and monitor any maintenance issues that may arises within the property and liaise with the Maintenance Team to ensure their timely repair

· Outsourced duty staff response timely to the site complaint from student, staff during the after-office hour

· Provide supervision of outsourced team attendance

· Take responsibility for understanding Health and Safety requirements within your role, asking questions to clarify your understanding and flagging any issues you may encounter

Student Support

· Ensure that the safety and welfare of all customer is maintained at all times

· Work with relevant jurisdiction within SASC to provide relevant welfare information and support to student

· Provide front service support including enquiry, simple translation and in-house event whereas required

Work relationship with RSSM / On-site Vendors / Support Staff

· Establish excellent work relationship with RSSM and on-site staff of the engineering, cleaning and security companies

· Collect feedback and flag issues whereas appropriate to RSSM and Operation Manager

Personal Attributes

· Honest and trustworthy

· Respectful

· Possesses cultural awareness and sensitivity

· Flexible to changes in working schedule

· Demonstrate sound work ethics

· Strong communicator and management of staff/ task

Experience & Qualifications

Essential

· Degree qualified from a recognized national or international university

· Minimum 5 years of Hotel Duty Manager work experience

· Be custom to working night shift including Public holiday and weekend

· Strong English oral and written skills

· Knowledge of social media platform; wechat, weibo etc.

· Experience in working within a customer service environment

· Proficient in the use of Microsoft word, excel

Yugo Group is the first truly global leader in student accommodation. With nearly twenty-five years’ experience in creating and driving the sector, we are the authority in understanding the opportunities presented by continual expansion of international higher education. Our strategy is to use our history, expertise and knowledge to deliver the best and most culturally appropriate student living experience in every local market. Our values shape everything we do: integrity, commitment and energy.Our people are talented, innovative individuals from all backgrounds and industries, and are dedicated to delivering excellent service to customers. We are committed to the personal development and training of our teams.Our Culture & ValuesWHY: We Make A Real Difference to Students’ LivesHOW: We use our track record; expertise and knowledge to deliver the best culturally led student living experienceWHAT: We develop, manage and invest in student communities on a global basisVALUEINTEGRITYA professional approach, we demonstrate integrity, honesty and fairness in every action taken.COMMITMENTA result driven business, we proactively focus on the customer taking individual responsibility to drive performanceENERGYAn enthusiastic and positive working environment, we embrace cultural diversity and develop/nurture talent.Making a real difference in everything we do