We are seeking an experienced and proactive Lodge Manager to lead the provision of a high-quality 24/7 reception, security, and front-of-house service, overseeing Lodge operations, staff management, and safety procedures while ensuring a welcoming, secure, and well-coordinated environment for college members, visitors, and events.
The position is set to commence asap and will be full time (40 hours per week) for 12 weeks (with a pay rate of £18.21 per hour + holiday pay).
Main Duties
Team Lead
As Lodge team lead, oversee the provision of a high-quality user-focussed 24/7 reception service both for college members and for its very many visitors.
- Set and maintain high standards of Lodge services, acting as a role model to other team members.
- Prepare and manage lodge staffing rotas economically and efficiently, ensuring continuous cover.
- Oversee the provision of lodge staff training, including both mandatory health and safety training as well as developmental training.
- Record sickness absence and authorise annual leave.
- Instigate or conduct investigation of discipline or crime incidents.
- Ensure that any complaints or service requests are addressed promptly
- Represent the Lodge at internal College meetings and be an active member of various committees such as Operations and Heads of Departments sharing information, as relevant, with your team members.
- Represent Pembroke at the collegiate Head Porters Liaison Group meetings.
Security & Safety
Play a lead role in ensuring the safety and security of the College premises for members, visitors and guests.
- Oversee, in collaboration with the Clerk of Works and other Lodge staff, site ingress and egress.
- Liaise with external providers in regards to the fire alarm, CCTV and access control systems.
- Monitor the use of the College’s fire alarm system and provide first line response in the event of a fire.
- Act as the College’s first responder to medical and other emergencies when on site, liaising, as necessary, with the emergency services and the University Security Services, preparing incident reports as required.
- Control and issue room keys and access cards, keeping an accurate log of all key issues and returns. Use the IT-based SALTO access software system to manage lost cards, issues, door access and other access issues as appropriate.
- Liaise with police and other security agencies in respect of events with additional security requirements.
Policies and Procedures
Liaise with the Clerk of Works to develop and implement appropriate SLA’s, policies, procedures and guidance and protocols to ensure excellent service delivery.
- Input into Lodge and other operational procedures and policies, including CCTV justification, crisis management plans, staff disciplinary procedures & individual PEEP plans for visitors.
- Review, practice and update College fire and other emergency procedures.
- Develop and update procedures to ensure the issue, receipt and security of keys
- Produce Personal Emergency Evacuation Plans for college members with identified needs.
Other
- Assist and advise the Dean and decanal team in maintaining good order throughout the College, especially the conduct of junior members (undergraduate and graduate students).
- Support the Master, Dean of Degrees and Academic Office in the execution of events such as Matriculation and Degree Days and other prestigious ceremonial events.
- Work with the Team to contribute to achieving the College’s Sustainability policy.
- Assist members of the College with any reasonable requests compatible with continued execution of main tasks and manning of the front desk.
- Carry out other duties as may reasonably be directed by your line manager.
Selection Criteria:
- Proven experience of leading and managing a frontline customer service or reception team
- Strong track record of delivering high-quality customer service to a diverse user base
- Experience in rota planning and workforce management
- Experience in staff supervision, development, and performance management
- Demonstrable experience in security, safety, or facilities operations
- Experience of responding to emergencies and incidents
- Knowledge of health and safety legislation and procedures
- Strong communication and stakeholder management skills, with experience representing a service area at meetings and working with senior colleagues and external partners.
- Excellent organisational and administrative skills, including accurate record-keeping, report writing, incident logging, and use of IT systems (e.g., access control or rota software).
- Ability to remain calm under pressure and make sound operational decisions, demonstrating professionalism, integrity, and a strong sense of responsibility in a high-demand environment.
Vacancy ID: 23488
Please be aware that all candidates need to be able to start work immediately and must be able to work on site if required to do so.
Further information can about the Temporary Staffing Service can be found on our website https://www.jobs.ox.ac.uk/temporary-staffing-service