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Serviced Apartment Manager
England, West Midlands, Coventry - £31,560 - £34,825 per annum

Posted: 09/08/18

Our client seeks a dedicated Serviced Apartment Manager to join their growing portfolio of Apartments.

You will be required to work on a 37.5 hour week, 5 over 7 shift pattern, 10.30am - 7.00pm, and the ability to work flexibly to meet business requirements.

Responsible for the management and delivery of the Serviced Apartment portfolio, to drive optimal business performance, achieving (and exceeding, where possible), the financial and other business targets such as maximising occupancy levels and revenue opportunities, alongside other key performance indicators.

You will ensure the standards of cleanliness are maintained and all maintenance testing is completed in accordance with legislation; ensuring apartments are consistently presented in pristine condition.

To ensure consistent delivery of exceptional and unique customer experiences in line with the brand and standards. You will take responsibility for ensuring customer requirements are delivered and any problems quickly rectified, whilst providing a consistent, professional and excellent level of service.

Main areas of responsibility:

Develop and manage the commercial and operational strategy for the serviced apartment portfolio to drive optimal performance and achieve financial and other business targets. Ensure that annual business plans and targets are documented and well-communicated.

To manage the day-to-day operations of the serviced apartment portfolio, including the safety and wellbeing of guests and ensuring the delivery and on-going development of a high quality guest experience.

Maintain effective relationships with key stakeholders, including guests, property owners, Coventry University departments, and suppliers.

Ensure that annual sales and marketing plans are developed, implemented and monitored, and that they deliver the required results and return on investment.

Participate in sales activities in key markets; represent the serviced apartment portfolio in the media and at relevant functions to improve market position.

Provide occupancy statistics and financial reports/analysis on a monthly basis as/or required.
Actively drive corporate social responsibility initiatives within local communities

Establish clear accountabilities for profit and growth with all operational teams, and expense management for all support functions.

Monitor serviced apartment portfolio performance, participate in regular financial and business review meetings and agree any corrective measures, where required. Present appropriate information to the senior management.

Ensure effective financial control and reporting measures are implemented, (including accurate forecasting), complying with finance directives.

Responsible for overseeing the management of the Serviced Apartments on-line booking system, inputting and extracting information as required and that service staff, housekeeping and maintenance are fully informed.

Manage daily communication with guests, using online channels/apps and by telephone notifying guest of arrival details, providing door access details to property and allocated room.

Use guest, stakeholder and colleague feedback to make recommendations for improvements that drive performance and enhance the guest experience. Ensure that all complaints, problems and disputes are investigated and actioned within the relevant timeframe.

Ensure all enquiries, from beginning to end, are completed, ensuring guest requests and enquiries are proactively tracked in a courteous, efficient and timely manner.

Provide a meet and greet service to visitors where necessary.
Ensure that the assets of the Company/Owner are maintained properly and meet brand standards, implementing effective preventative maintenance programmes and initiating appropriate capital expenditure projects in a timely

Drive a recognition culture through appropriate celebratory events, teambuilding, and recognition initiatives, and foster diversity, cultural and social awareness.

Ensure the serviced apartment portfolio complies with all applicable regulations and legislation, including Health, Safety & Hygiene, employment legislation and financial reporting. Support internal and external audit teams to ensure risks are identified and controlled effectively.

Ensure that crisis management and continuity of business plans are well-developed and well-managed, and that colleagues are fully briefed and aware of their responsibilities. Achieve set occupancy targets, and identify opportunities to maximise revenue.

Managing property listings and taking action in response to guest feedback and reviews
Manage housekeeping and linen contracts, authorising staff timesheets and monitoring number of services per week/month.


Educated to Degree/ HND level or equivalent

Significant experience of working within Letting / Estate agency / Hotel / Hospitality
Strong financial and commercial acumen with good track record of delivering results.
Knowledge and experience of accommodation related matters, housing law and standards. Knowledge of relevant legislation including Health and Safety, Equality and Diversity, and Data Protection regulations.
Understanding of maintenance and repair issues, able to identify defects in a property

Other Requirements

Must respect customer confidentiality whilst dealing with all customer interactions
Ability to work flexibly, core hours 10.30-7.00 and to meet the needs of FL - 5 over 7 days Cover additional working hours with advance notice if required to meet business requirements
Opportunities for taking annual leave during business critical periods (mainly from mid-August to end of September) will be restricted.
Full valid UK Driving Licence and access to a vehicle
The company will provide a uniform that the post holder must wear whilst in the work place. The post holder will be responsible for maintaining the cleanliness of the uniform

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