Night Manager
Role Overview
Lead student experience, residential quality, engagement, support coordination, feedback management, grievance resolution, and continuous improvement across student housing.
Serve as a link between students, wardens, housing operations, university stakeholders, support teams, and service partners.
The role coordinates referrals for specialized support but does not provide counselling or therapeutic services.
Key Skills for This Role
Full Job Posting
Position Purpose
Lead student experience, residential quality, engagement, support coordination, feedback management, grievance resolution, and continuous improvement across student housing.
Serve as a link between students, wardens, housing operations, university stakeholders, support teams, and service partners.
The role coordinates referrals for specialized support but does not provide counselling or therapeutic services.
Student Experience and Quality
- Own the student experience and quality agenda across student residences.
- Establish and monitor quality standards for student housing services.
- Conduct student interactions, floor visits, feedback sessions, and quality audits.
- Monitor service quality across housekeeping, security, maintenance, food, and other residential services.
- Implement initiatives to improve student satisfaction, participation, and engagement.
Feedback and Grievance Management
- Establish structured feedback collection and analysis mechanisms.
- Monitor complaints, grievances, and escalations through designated systems.
- Analyze root causes, recurring trends, and systemic gaps.
- Coordinate timely resolution and track escalated or sensitive cases to closure.
- Prepare student experience and quality dashboards for senior management.
Engagement, Audits and Improvement
- Conduct student forums, listening sessions, and engagement activities.
- Work with student councils and student representatives.
- Develop quality checklists and measurable parameters for residential services.
- Monitor compliance with housing SOPs and university policies.
- Analyze feedback, satisfaction, and service data to establish KPIs and improvement actions.
Sensitive Case Coordination
- Support housing leadership in handling sensitive and high-priority student cases.
- Identify, document, and escalate student safety, conduct, and support concerns.
- Coordinate with authorized stakeholders and support teams for intervention.
- Maintain confidentiality and follow university policies and established protocols.
Qualification and Experience
- Bachelor's or master's degree in a listed relevant discipline or related field.
- 8-12 years of relevant experience in student services, housing, engagement, customer experience, hospitality, quality management, or campus operations.
- Experience managing student-facing teams and multiple stakeholders is preferred.
- Additional customer experience, service quality, student affairs, community management, or hospitality qualifications are advantageous.
Core Competencies
- Student-centric approach, communication, stakeholder management, and conflict resolution.
- Quality management, grievance management, data analysis, and problem-solving.
- Confidentiality, discretion, ownership, accountability, sound judgment, and calm handling of sensitive situations.
Employment Type
- Full-time position.
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