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Residential Experience Lead
2 weeks ago
Our client is a business school offering industry-immersive business education where the classes are led by top industry leaders and practitioners. It is an institute that aims to create effective business professionals for the ever-changing economy.
This is a leadership role that involves managing key external vendors, acting as the central point of contact for all student and parent-related concerns around accommodation, and driving outcomes through the team. The successful candidate will have experience in hospitality, luxury housing, student co-living, or client experience.
Responsibilities:
- Own and drive the overall hostel operations strategy.
- Lead a team of hostel managers, support staff, and vendor coordinators to ensure smooth, student-friendly operations.
- Work closely with the Programme Director and Parent Affairs Team to align hostel policies with institutional goals.
- Act as the primary escalation point for student and parent concerns related to residential life.
- Maintain proactive, transparent communication with parents especially in sensitive or emergency situations.
- Build confidence and trust across all stakeholder groups through consistent delivery and empathetic engagement.
- Oversee all third-party vendors and partners involved in housekeeping, security, food, and maintenance.
- Review and approve SOPs, incident reports, safety checks, and compliance protocols.
- Champion a positive residential culture — inclusive, respectful, and aligned with student well-being.
- Design initiatives to gather feedback, address grievances efficiently, and continuously improve the residential experience.
- Collaborate with student councils or committees where needed to foster a collaborative campus environment.
- Present regular reports on hostel performance, grievances, service levels, and student satisfaction.
- Track KPIs and use data-driven insights to improve processes and policies.
- Maintain proper documentation and ensure regulatory compliance related to hostel facilities.
Qualifications:
- 4–8 years of experience in a leadership or supervisory role in hospitality, luxury housing, student co-living, or client experience.
- Exceptional communication and interpersonal skills.
- Demonstrated ability in leading teams, managing vendors, and getting things done through others.
- Strong conflict resolution, prioritization, and people management skills.
