Business Manager, Ancillary Services Operations

JOB OPPORTUNITY
Professionals / Managers & Confidentials – Ancillary Services

Posting Date: September 4, 2024 (Reposted)
Closing Date: September 18, 2024
Position Title: Business Manager, Ancillary Services Operations
Department: Ancillary Services

Appointment Type: Continuing/Permanent 
Classification: PM – 2

Salary: Target hiring range: $73,244.03 - $102,784.76 -- Range maximum: $114,012.54
Schedule: Full time, Monday – Friday, with occasional evening and weekend work required.

Victoria University is committed to equity in access to employment and a diverse and inclusive workplace. 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

POSITION SUMMARY:

The Business Manager, Ancillary Services Operations plays a pivotal role in overseeing the 24/7 day-to-day operations of various ancillary services including residence and front desk services, parking services, summer business operations: all summer clients and conferences, campus events space operations. Reporting to and supporting the Associate Director for Ancillary Services, this position ensures the efficient delivery of services while fostering a culture of exceptional customer service and excellence. The incumbent will be responsible for managing staff, optimizing operational processes, supporting revenue growth while and maintaining strong relationships with both internal and external stakeholders.

KEY JOB RESPONSIBILITIES: 

Operations

• Supports the implementation of special projects including, but not limited to those identified as strategic and operational priorities.
• Manage aspects of Victoria University's year-round ancillary services operations, with a focus on process and fostering a customer service-based culture. This includes residences and front desk operations, coordinating and maintaining parking operations and facilities; summer business operations; conferences; and rooms space allocation services. Manage a team of full time USW staff and students/casual part-time staff.
• Manage the summer operations and planning of residence transitions, move-ins, move-outs.
• In collaboration with the Associate Director, develops and implements an operational plan for all summer business operations aimed at delivering a premium experience for groups, guests, and events clients, including handling escalated complaints and discrepancies, and negotiating contracts for all business clients.
• Support Associate Director in auditing and reviewing the documentation and maintenance of effective processes, implementing improvements as necessary for all operations.
• Support the collecting and analyzing client feedback, problem-solve issues, and ensure optimal functionality of events, residence, and parking management systems.
• Host and participate in team and inter-departmental meetings as required.
• Ensure the delivery of ancillary services meets with both university and clients’ expectations.
• Facilitate collaborative efforts with various departments and teams, including food services, academic departments, Infrastructure and Sustainability, IT, AV, housekeeping, grounds, security and safety, to support the planning and execution of our business operations. This entails fostering effective communication and coordination among departments to ensure seamless integration of services and resources, ultimately enhancing the overall efficiency and effectiveness of our operations.
• Support the team in managing the relationship with LSM and manage the reservation and allocation of academic classrooms, lecture halls, and seminar spaces to support academic activities and events.
• Support filming and theatre operations as needed.
• Ensuring that ancillary staff complete mandatory training (on Dayforce and H&S), and customer services training.
• Support Associate Director and team in developing and creating intake systems.
• Support staff shifts as necessary to maintain operational continuity and uphold service standards.

Leadership

• Manage project timelines, priorities, and critical paths for our ancillary business initiatives.
• Support Associate Director with managing front desk and space management to ensure high performance through recruitment, training, and professional development.
• Support the Associate Director in providing comprehensive training on operational procedures, emergency response protocols, and customer service standards.
• Support weekend and overnight staff in problem-solving and ensure effective communication and support.
• Conduct workplace health and safety inspections, ensuring compliance with standards.
• Provide leadership in the absence of the Associate Director and support various meetings and initiatives.

Accounting

• Support the Associate Director in achieving revenue targets and monitoring departmental expenses.
• Manage the daily, weekly, and monthly reconciliation reports for parking, summer residence occupancy residence and occupancy reports.
• Develop efficient electronic invoicing processes for ancillary clients and support accounting tasks with the Business Manager.
• Support staff in meeting clients for quoting, planning, executing, invoicing, and collecting feedback surveys for various clients: summer groups, events, and programs.

Marketing & Sales

• Collaborate with Associate Director to promote our business and provide feedback within the various market segments.
• Work with team and to review and update Victoria University's Ancillary Services webpage to provide relevant information.
• Other tasks related to the business of the University required.

REQUIRED QUALIFICATIONS:

EDUCATION

• Bachelor’s degree in hospitality/business or acceptable combination of equivalent experience.

EXPERIENCE

• Minimum 3 years’ progressive management experience in high level residence/conference business operations planning and logistics.
• Knowledge of UofT and the post-secondary environment.
• Experience supervising union staff in a unionized environment and solid understanding of the Employment standards Act.

SKILLS 

• Experience using conference or housing management software.
• Experience with project management and applying task coordination skills.
• Ability to manage conflicting priorities and deadlines, while supervising a group of staff members.
• Ability to motivate people and build a strong team culture.
• Demonstrated ability applying financial control and analysis skills to manage operating budgets.
• Demonstrated ability to provide a consistently high level of service.
• Excellent interpersonal, written, and oral communication skills.
• Excellent problem solving and conflict resolution skills.
• Demonstrated ability to exercise discretion and good judgement.
• Demonstrate ability to show evidence of a commitment to equity, diversity, inclusion, and the promotion of a respectful and collegial learning and working environment.
• Proficiency in Microsoft Office Suite (Excel, Word).
• Must have significant computer literacy skills including the ability to operate excel spreadsheets, word-processing, and publisher. Able to work within the confines of the Victoria University Health and Safety Policy. Must be knowledge with using with a housing program or strong knowledge of StarRez will be an asset.
• Must be professional in their approach to people while supporting a high volume and fast paced environment in as stress free as is possible. 

OTHER

• Judgement, tact, diplomacy, ability to work independently and with teams.
• Initiative and independence – the ability to take appropriate action and anticipate organizational needs.
• Ability to analyze problems and identify weaknesses and conflicts in policies and procedures.
• Ability to provide leadership and advice, exercise sound judgment, and demonstrate tact and diplomacy in dealing with high profile, sensitive and urgent matters.

TO APPLY:

Internal candidates are asked to submit their applications online by logging onto Dayforce. Please visit https://www.vicu.utoronto.ca/careers/ and click Internal Opportunities to login and apply.

External Candidates may proceed by clicking "Apply Now" below.

Victoria University thanks all applicants for their interest, however, only those selected for an interview will be contacted.