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About the Role
The Manager, Residence and Parking Services plays a critical role in ensuring the effective delivery of essential ancillary operations that enhance the overall experience at Victoria University. The incumbent is responsible for overseeing 24/7 day-to-day operations and provides oversight of a broad range of ancillary services, including residence and front desk services, campus parking services, triaging emergency and wellness calls, and summer business operations.
Responsibilities
- Manage aspects of Victoria University’s year-round ancillary services operations, with a strong focus on process consistency and fostering a customer service–based culture.
- Support and enhance the student residence experience through effective operational oversight, service excellence, and collaboration with campus partners.
- Manage a team of USW staff, as well as student and casual staff.
- Plan and execute residence transitions, including move-ins and move-outs, with a specific focus on summer hoteling, summer business guests, and residence students.
- Develop and implement an operational plan for all summer business operations aimed at delivering a premium experience for groups, summer students, and internal and external clients.
- Audit, review, and maintain effective operational documentation and processes, implementing improvements as required.
- Lead staff in collecting and analyzing client feedback to identify service gaps and implement enhancements to residence, laundry, summer business, and parking systems.
- Lead and participate in team meetings and inter-departmental meetings.
- Ensure the delivery of ancillary services consistently meets both University and client expectations.
- Facilitate collaboration with key campus partners, including Food Services, Academic Departments, Infrastructure and Sustainability, IT, AV, Housekeeping, Grounds, Security, and Safety.
- Work with various teams in support of residence maintenance projects.
- Collaborate with the Dean’s Office to support student orientation activities on campus, including residence room readiness.
- Manage the process for triaging emergency and wellness calls at the front desk.
- Manage relationships with StarRez, external room booking system, and other software vendors.
- Ensure staff complete mandatory training, including Dayforce, Health & Safety, and customer service training.
- Support the development of new processes and systems, while maintaining best practices and feedback systems.
- Provide operational support by covering staff shifts as necessary to maintain continuity of service.
- Support maintaining liaison with Vic’s tenant relations.
- Create and maintain digital welcome messaging across campus and residence display screens.
- Manage departmental project timelines, priorities, and critical paths for ancillary business initiatives.
- Support and execute in managing front desk and ancillary operations to achieve high performance through effective recruitment, onboarding, training, and professional development.
- Support and execute in delivering comprehensive training related to operational procedures, emergency response protocols, and customer service standards.
- Provide guidance and problem-solving support to weekend and overnight staff.
- Conduct workplace health and safety inspections and ensure compliance with regulatory and institutional standards.
- Provide leadership in the absence of the Director and support participation in meetings and institutional initiatives.
- Support Events and Space Management teams during peak business periods.
- Support and execute in achieving revenue targets and monitoring departmental expenses.
- Manage daily, weekly, and monthly reconciliation reports for parking services, summer residence occupancy, and overall occupancy reporting.
- Develop efficient electronic invoicing processes for ancillary clients and support accounting-related tasks.
- Support staff in client engagement activities, including quoting, planning, execution, invoicing, and feedback collection for summer groups, events, and program clients.
- Collaborate to promote ancillary services across relevant market segments and provide operational and market-based feedback.
- Work with the Communications team to review and update Victoria University’s Ancillary Services webpage.
- Perform other related tasks as required to support business operations and the strategic goals of the University.
Requirements
- Minimum of 3 years of progressive management experience in high level residence, hospitality, and conference business operations planning and logistics, with a strong focus on service excellence and operational efficiency.
- Knowledge of UofT and the post-secondary environment.
- Experience supervising union staff in a unionized environment.
- Solid understanding of the Employment Standards Act.
- Experience handling confidential information with discretion and professionalism.
Skills
- Technical proficiency in software systems including StarRez, Housing software, Microsoft Office Suite, and access control systems.
- Proven leadership and team management capabilities, with the ability to inspire, motivate, and develop diverse professional teams.
- Ability to manage conflicting priorities and deadlines, while supervising a group of staff members.
- Experience with project management and applying task coordination skills.
- Sound judgment, adaptability, and a client-focused approach to service delivery.
- Highly adaptable and resilient in fast-paced environments, with the ability to manage ambiguity and embrace change.
- Analytical thinker with the ability to interpret data, identify trends, and make data-driven recommendations for continuous improvement.
- Exceptional organizational and time management skills.
- Outstanding customer service skills, with a student- and client-centered approach.
- Advanced problem-solving and decision-making abilities, particularly in managing escalated issues.
- Strong knowledge of health and safety regulations and compliance within a residence setting.
- Deep commitment to equity, diversity, and inclusion, with the ability to embed these principles into residence operations and service delivery.
Location
- Victoria University
Work Type
- Continuing
- Full time
- Weekend and evening flexibility
Experience Level
- Managers
- 3 years of progressive management experience
Education Level
- Bachelor’s degree in hospitality, business or an acceptable combination of equivalent experience.
Salary/Compensations
- Target hiring range: $75,852.35 - $94,814.77
- Range maximum: $118,072.68
About the Company
- Victoria University is committed to equity in access to employment and a diverse and inclusive workplace.
Equal Opportunity
- The University encourages applications from racialized persons/persons of colour, women, Indigenous people, persons with disabilities, 2SLGBTQI+ persons, and others who may contribute to the further diversification of ideas.
- If you require accessibility accommodation, please contact the Human Resources Department vic.hr@utoronto.ca