Who are we?

At aparto, we're more than just student accommodation, we're a community that acts as a home-away-from-home for students across the UK, Ireland, Italy, and Spain. We understand that university life is a significant transition for many, often marking the first time they've lived away from their families. That's why we strive to make aparto not just a place to stay, but a vibrant, supportive environment where students can make lifelong friends, discover new possibilities, and have experiences that will shape their futures.

Role Profile

Based in Milan, the Assistant General Manager is a crucial role for the success of our residences. You’ll manage the Operations team (front desk, housekeeping and maintenance) to ensure the building is kept in superb condition. You will work with the facilities team to ensure health and Safety and Fire compliant tasks are met on daily and monthly schedules. You will assist in organizing the Preventative maintenance schedule is adhered to and report any defects to the General Manager. As Assistant General Manager you would be expected to step into the General Managers shoes when they are on annual leave, attending meetings reporting on finance, debt. It would be expected that you could also complete general administrative tasks and operate the desk when the Sales Administrator requires assistance. You will manage a team to coordinate all functions essential to delivering first class service to our student residents, this will include repairs, cleaning, and security through a mix of directly employed staff and external contractors. You will also work closely with other Managers and teams across the portfolio.

• As an Assistant General Manager, you'll be the right-hand person to the General Manager, playing a vital role in creating a thriving community.
• Build positive relationships with residents, parents, and visitors, ensuring exceptional service and resolving concerns promptly.

• Organise events, activities, and partnerships to create a welcoming and inclusive environment, fostering a sense of belonging.

• Assist residents with navigating student life, providing guidance and addressing their needs effectively.

• Track operational costs, optimise resource allocation, and contribute to achieving financial targets.

• Completes the daily transactions and tasks related to the financial operation of the property by collecting and posting rent, fees, and other payments, reconciling bank accounts, preparing financial reports, and processing invoices and payables.

• Provides leadership and support to team members, ensuring each role has the tools and resources to meet and/or exceed their expectations. Promotes a collaborative, teamwork mindset.

• Lead your team by providing ongoing training, coaching, and feedback, fostering a collaborative and positive work environment.

• Assign tasks effectively, empowering your team to take ownership and contribute to shared goals.

• Build a strong team spirit and encourage collaboration within the residence.

• Implement marketing strategies to attract new residents and retain existing ones, achieving high occupancy rates.

• Implement marketing initiatives to promote the residence and its unique offerings to potential residents.

• Showcase apartments effectively, highlighting the benefits of living at aparto and addressing prospective residents' questions.

• Efficiently manage the lease signing process, ensuring all documentation is completed accurately and timely.

• Maintain a safe and secure environment, adhering to ANUK National Code of Standards and conducting regular safety inspections.

• Establish and manage relationships with suppliers and contractors.

• Attend relevant industry meetings and stay updated on market trends.

• Participate in the on-call rota for emergencies.

Person Specification

• Experience of delivering excellent customer service
• A good working understanding of tenancy management and housing legislation
• A good handle on sales and marketing with a proven track record of results
• Ability to write reports and present performance indicators
• Strong IT skills transferable to in house systems (Starrez, Peninsula etc.)
• Able to communicate effectively with people at all levels
• Problem solving skills with ability to use own initiative
• Relevant student accommodation, leisure, hospitality or building management experience preferable
• Experience of offering pastoral care and spotting the issues that affect students
• Knowledge of the issues surrounding students
• Ability to handle sensitive issues
• Influencing skills and a professional outlook on challenging issues
• Outgoing and enthusiastic
• A desire to learn and to continually develop
• Willing to attend relevant training days/sessions
• Eager to seek feedback and review ways to do things better
• Able to work on own initiative

At Hines, we strive for excellence as a leading global real estate investment manager, driven by our by our belief that real estate is fundamentally about people. Our diverse portfolio spans $93.2 billion¹ of assets across such property types as living, office, retail, mixed-use, logistics and life science projects – all designed to enhance value, connection and inspiration. Our strategic approach integrates local expertise with global knowledge, taking calculated risks aligned with our convictions to exceed expectations and tailor solutions to our clients' needs.

While our projects are renowned for enhancing cities and pioneering sustainable practices, we recognize that the true driving force behind Hines' success is our 5,000 dedicated employees in 30 countries who draw on our 65-year history to build the world forward. This is why we prioritize investing in our people, offering comprehensive training, competitive compensation, robust benefits and generous vacation packages. By centering our focus on the growth and wellbeing of our team, we cultivate an inclusive environment where everyone, including our clients, can thrive.

Hines is proud to be named to Fast Company’s prestigious annual list of the World’s Most Innovative Companies for 2024. ¹Includes both the global Hines organization and RIA AUM as of December 31, 2023.

We are an equal opportunity employer and support workforce diversity.

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