Assistant General Manager – Student Accommodation in at Hines

Who are we?

aparto is an accommodation and student experience provider, we want to provide amazing experiences in all of our communities by investing in our people, our facilities and our brand. We believe in student homes, not student rooms, and we want to provide the best experience possible. We strive to constantly improve. To take feedback from our teams, our residents and our business partners. We aim to provide safe, fun places to live and work.

Role Profile

The Assistant General Manager is the operational lead of the residence and acts as the day-to-day deputy to the General Manager. The role is responsible for ensuring the smooth and efficient delivery of all operational activities while maintaining high standards of service, resident satisfaction, and compliance.

Working closely with the General Manager, the Assistant General Manager oversees the day-to-day operation of the residence, manages operational service delivery through internal teams and external contractors, supports the supervision of the reception team, and ensures that operational, administrative, and financial processes are executed effectively.

• Supervise and coordinate the Front Office team, ensuring outstanding customer service and the smooth day-to-day operation of both the Hostel and Student Accommodation.
• Manage guest check-in and check-out procedures for both hostel guests and students, resolving any issues related to their stay in a timely manner.
• Monitor the reservation system and room occupancy, optimizing room availability according to demand

• Ensure every guest receives a warm welcome and enjoys an outstanding experience throughout their stay.

• Respond promptly to guest enquiries, requests, and concerns, providing solutions that prioritize guest satisfaction and comfort.

• Foster a friendly and inclusive atmosphere where every guest, whether a student or an international traveller, feels welcomed, valued, and part of a vibrant community.

• Encourage guest engagement by promoting activities and experiences that enhance their stay

• Monitor and maintain cleanliness and order in the reception area and all public spaces.

• Work closely with the General Manager and the Housekeeping team to ensure that rooms are prepared and consistently meet the company's quality standards.

• Be available to work flexible shifts, including weekends, public holidays, and evenings, whenever required to ensure operational continuity.

• Maintain a constant presence at the Front Desk, actively participating in the daily operation. Be available to cover both AM and PM shifts whenever necessary.

• Support the Front Office team during peak periods to ensure smooth daily operations.

• Personally manage busy periods, assisting with check-ins, check-outs, and guest service whenever required.

• Support the General Manager in training and developing the Front Office team through hands-on coaching and continuous development of both technical and soft skills, including:

  • Guest communication

  • Conflict management

  • Problem solving

  • Teamwork

  • Adaptability

• Act as the Deputy Manager on Duty during weekends (when required), taking responsibility for supervising the entire property, managing operational issues, and supporting all departments in the absence of senior management

• Manage online and telephone reservations, respond to email enquiries, and maintain an up-to-date reservation system.

• Ensure accurate payment processing and invoicing, resolving any discrepancies or payment-related issues.

• Prepare regular reports on reservations and occupancy for the management team.

• Collaborate with the Marketing team to develop promotional strategies that enhance the property's visibility and reputation.

• Promote social events and guest activities that encourage interaction and community engagement.

• Support guest communications through digital channels and social media, helping maintain a positive image of the property.

• Manage Front Office administrative activities, including supplies, resources, and operational documentation.

• Produce weekly and monthly Front Office performance reports, identifying opportunities to improve operational efficiency and service quality.

Person Specification

• Minimum 2–3 years' experience in a supervisory role within the hospitality industry, preferably in hostels, student accommodation, or similar environments.
• Strong leadership and team management skills.
• Experience with Property Management Systems (PMS) and Front Office software.
• Excellent command of English and Italian; additional languages are considered an advantage.
• Excellent communication, organisational, and problem-solving skills.
• Ability to work effectively within a team, manage multiple priorities, and thrive in a fast-paced environment.
• Genuine passion for hospitality, particularly within dynamic and international environments.
• Proven ability to deliver exceptional customer service.

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.

No calls or emails from third parties at this time please.

Closing

Hines is a global real estate investment, development and property manager. The firm was founded by Gerald D. Hines in 1957 and now operates in 28 countries. We manage a $92.3B¹ portfolio of high-performing assets across residential, logistics, retail, office and mixed-use strategies. Our local teams serve 634 properties totaling over 225 million square feet globally. We are committed to a net zero carbon target by 2040 without buying offsets. To learn more about Hines, visit www.hines.com and follow @Hines on social media. ¹Includes both the global Hines organization as well as RIA AUM as of June 30, 2022.

Visit www.hines.com for more information.

We are an equal opportunity employer and support workforce diversity.

No calls or emails from third parties at this time please.