Operations Manager DCU Rooms Location: Dublin City University (across Glasnevin, St. Patricks, and All Hallows campuses) Reports To: General Manager Contract Type: Full-Time | Permanent | Flexibility required (evenings/weekends) Job Summary: DCU Rooms is seeking an experienced and proactive Operations Manager to support the General Manager in the smooth and efficient running of operations across our three campus accommodation sites. This senior role oversees the day-to-day performance of the reception, maintenance, and accommodation teams, ensuring consistent delivery of high service standards and strong coordination across departments. The Operations Manager plays a key leadership role in upholding compliance, improving internal processes, managing teams, and deputising for the General Manager as needed. The position also supports recruitment, training, and staff development in line with DCUs values and operational needs. Key Responsibilities: Operational Oversight Lead the day-to-day running of DCU Rooms operations across all campuses, ensuring alignment of processes, service standards, and guest experience. Provide direct support and backup to reception, accommodation, and maintenance supervisors. Oversee work scheduling, staffing levels, and checklists in response to seasonal demand and operational priorities. Conduct regular inspections of rooms, facilities, and front-line service areas to ensure high-quality presentation and service. Liaise with campus partners (e.g. Trispace Catering, DCULS, The Helix) to ensure effective interdepartmental coordination. Service Standards & Guest Experience Champion a high standard of customer service for all guests, students, and group clients throughout the academic year and summer season. Support front-line staff in responding to guest feedback, complaints, or incidents, and ensure follow-up actions are completed. Ensure daily operations are recorded accurately in system logs and reports, and report key figures and issues to the General Manager. Process Improvement & Compliance Support continuous improvement in operational processes, SOPs, and staff performance. Ensure all procedures comply with DCU and statutory standards, including Health & Safety, GDPR, Child Protection, and Respect & Dignity. Maintain oversight of equipment, facilities, and maintenance reporting to ensure safe, fully functional environments for residents and guests. People Management & Development Assist in recruitment, training, and performance management of staff in collaboration with HR. Support the Reception Manager and other team leads in delivering effective inductions, on-the-job training, and staff communications. Manage rosters, absenteeism, holidays, and overtime tracking to optimise team efficiency and cost control. Conduct and support performance reviews, coaching sessions, and training needs analysis. Communication & Leadership Lead regular team briefings and monthly staff communication meetings to ensure alignment and engagement. Attend and contribute to senior team meetings and departmental planning. Foster a positive, collaborative work culture with clear communication and high standards. Health, Safety & Security Promote a strong safety culture among all staff and ensure procedures are understood and followed. Monitor security processes and ensure cash handling, access control, and emergency protocols are observed. Respond to and report any potential hazards, incidents, or suspicious activity. Qualifications & Experience: A third-level degree or equivalent experience in Hospitality, Business, Facilities Management or a related field. Minimum 5 years experience in hospitality, accommodation, or operational management. Experience managing teams across multiple departments or locations. Key Skills: Strong leadership and organisational skills with a hands-on, solutions-focused approach. Excellent interpersonal and communication abilities. Proven ability to manage change, drive efficiency, and maintain high service standards. Strong financial and commercial awareness, with experience contributing to revenue performance. Ability to work under pressure, make sound decisions, and maintain attention to detail. Desirable: Experience in student accommodation, hospitality, or campus-based operations. Familiarity with university policies, H&S compliance, and residential life considerations. Proficiency with accommodation management systems (e.g., Kinetics) and reporting tools. This position requires flexibility, a proactive mindset, and a strong sense of ownership. The successful candidate will play a vital role in ensuring DCU Rooms operates efficiently, supports student success, and delivers an exceptional guest experience year-round. Skills: operations manager