Position Summary And Job Magnitude
The Residence Life Manager (RLM) is responsible for creating a safe, inclusive, engaging, and enriching student living experience within the community. The RLM is responsible for the development and implementation of the Residence Life program that supports student engagement, community development, resident satisfaction, and a positive living environment in accordance with Campus Living Centres' core values.
The RLM supervises Community Assistants (CAs) and works collaboratively with the broader property management team to support the resident experience. This position works frequent irregular hours, including extended workdays and attendance at evening and weekend meetings, programs, training sessions, and community events.
Essential Functions And Basic Duties
Administration and Building Management
- Coordinate Residence Life activities associated with key operational periods, including move-in, move-out, and other major resident transitions.
- Support occupancy and resident experience initiatives as required.
- Monitor departmental spending and manage the Residence Life budget.
- Support the regular operational functions of the property management team, including resident services, facilities, leasing, and other operational areas as required.
- Ensure resident concerns, complaints, incidents, interventions, and follow-up actions are appropriately documented and escalated as required.
- Responsible for the overall functioning of the Residence Life department.
Departmental Responsibilities
- Act as the primary liaison between Residence Life and other property departments.
- Responsible for the overall Residence Life portfolio, including resident programming, community engagement, resident satisfaction, community standards, conflict resolution, and roommate disagreements.
- Promote community policies, expectations, and shared-responsibility standards through resident education, communication, programming, and ongoing engagement.
- Support the safety, well-being, concerns, and overall experience of residents in a respectful, timely, and efficient manner.
- Develop and maintain partnerships with university departments, student organizations, community partners, and other stakeholders that enhance the student living experience.
- Support student recruitment, leasing activations, promotional initiatives, open houses, tabling activities, and community events as required.
- Collaborate with the Leasing Manager and property leadership to create engaging experiences that showcase the community, amenities, and resident lifestyle to prospective residents.
- Support resident-focused promotional initiatives that strengthen community engagement, resident retention, and the overall visibility of the property.
- Maintain regular communication and collaboration with Community Assistants, Housing Administrators, the Leasing Manager, Assistant General Manager, and General Manager, with a particularly close working relationship with the Assistant General Manager.
- Maintain strong communication with other property departments to ensure consistent resident support and service delivery.
Community Experience and Amenities
- Support the overall condition, presentation, and resident experience of community amenity spaces by identifying concerns and coordinating with the appropriate property departments for follow-up.
- Regularly review amenity spaces to ensure they are organized, welcoming, and maintained to an appropriate community standard.
- Monitor games, recreational equipment, gaming supplies, and other resident-use items within amenity spaces and coordinate replenishment or replacement as required.
- Promote community policies and expectations to encourage residents to respect shared spaces and contribute to a positive living environment.
- Develop initiatives and resident communications that reinforce a community where residents can live, work, study, socialize, and play in a safe and respectful environment.
- Identify opportunities to enhance the use, enjoyment, and overall resident experience of community and amenity spaces.
Crisis and Incident Management
- Serve as part of the departmental rotation of on-call managers.
- Be familiar with and follow Campus Living Centres policies and procedures.
- Perform mediations and interventions as needed, including supporting the resolution of resident concerns, roommate disagreements, and community conflicts.
- Coordinate with outside agencies and emergency services in response to crises or significant incidents.
- Work collaboratively with property management, security, and other appropriate resources in responding to resident incidents and concerns.
- Support appropriate follow-up after incidents to ensure resident concerns, community impacts, and outstanding actions are addressed.
Student and Staff Development
- Train and supervise Community Assistants.
- Recruit, hire, train, evaluate, and mentor a team of Community Assistants.
- Create and deliver training sessions for Residence Life staff.
- Remain up to date on current research and trends related to student housing, student engagement, and the post-secondary student experience.
- Oversee and ensure residents receive quality programming, engagement opportunities, and educational initiatives that support a positive student living experience.
- Provide ongoing coaching, support, and feedback to Community Assistants to promote consistent service, engagement, and community standards.
Other Duties
- Develop an annual Residence Life program to be executed throughout the property, including community-building initiatives, educational programming, social engagement opportunities, and resident events.
- Develop and maintain internal and external relationships that support resident engagement and the overall student living experience.
- Work closely with the Assistant General Manager to coordinate Residence Life priorities, resident experience initiatives, and property-wide community needs.
- Adapt to new ideas, changing priorities, and emerging situations.
- Demonstrate creative problem-solving when responding to resident, staff, and community matters.
- Other duties as assigned.
- Performance Measurements
Performance Will Be Primarily Measured On The Following Factors
- Performance Objectives
- Initiative
- Inter-Personal Skills
- Leadership
- Business & Financial Acumen
- Communications
- Self-Development and Appraisal
- Health & Safety Responsibilities
- Qualifications
Education
Recognized College Diploma or University Degree. Education in Student Affairs, Business, Hospitality, Property Management, Social Sciences, or a related field would be considered an asset.
Skills/Abilities
- Strong understanding of student housing operations and the student living experience.
- Proven leadership and management abilities, including the capacity to train, supervise, coach, and mentor student staff.
- Demonstrated experience in conflict resolution, mediation, and managing complex resident concerns.
- Experience developing and facilitating hiring and training processes.
- Strong understanding of community development, resident engagement, and programming.
- Highly developed oral and written communication skills.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Ability to respond effectively to complex, emerging, and high-stress situations.
- Demonstrated creativity, initiative, judgment, and problem-solving ability.
- Ability to build strong relationships with residents, staff, university partners, community stakeholders, and other members of the student housing community.
- Ability to work collaboratively across property operations, including Residence Life, Housing Administration, Leasing, Facilities, Security, and Management.
- Demonstrated awareness of the operational and legal considerations associated with student housing and landlord-tenant relationships.
- Ability to promote community policies and expectations through education, engagement, and relationship-building.
Experience Required
Minimum of three (3) years of experience in Residence Life, Student Affairs, student housing, property management, hospitality, or a related student-focused environment.
Working Conditions
Hours per Week: Scheduled 44 hrs./ week; additional hours may be required based on operational needs
Indoor/Outdoor: Indoor & outdoor as required
Level of Interruption: High level of interruption
Stress Level: Moderate overall stress level, with peak periods associated with move-in, move-out,resident incidents, major community activities, and other key operational periods.
Travel Outside of Location: Minimal
Artificial Intelligence (AI) Usage: As part of our recruitment process, AI tools may be used to assist with the screening and/or assessment of applications. Any AI-assisted screening is intended to support, and not replace, human review and decision-making.
