Short Stay Experience Manager

We are looking for someone with talent, a sense of humour and a sparkling personality!

• Guest Experience & Service Delivery
• Manage the complete guest journey from pre-arrival to departure.
• Ensure all rooms are prepared according to CampusKey standards.
• Monitor guest feedback and online reviews.
• Resolve guest complaints and service recovery matters promtly.
• Ensure all guest communication is professional, timely, and accurate.
• Drive guest satisfaction and repeat bookings.
• Housekeeping & Room Standards
• Manage all in-room cleaning operations.
• Conduct room inspections and quality audits.
• Ensure rooms are guest-ready before arrival.
• Maintain linen, amenities, consumables, and stock levels.
• Manage outsourced housekeeping providers where applicable.
• Develop and maintain room preparation checklists and SOPs.
• Front of House & Check-In Experience
• Coordinate all Short Stay arrivals and departures.
• Ensure seamless check-in and check-out process.
• Work closely with Reservations and Front of House teams.
• Verify room allocations and readiness.
• Monitor guest communication before arrival.
• Ensure guest information and welcome material are accurate and available
• Revenue & Occupancy Management
• Assist with occupancy optimisation strategies.
• Monitor daily occupancy performance.
• Track booking pace and pickup.
• Identify revenue opportunities and risks.
• Monitor room inventory and availability.
• Provide weekly occupancy and revenue forecast.
• Collaborate with Reservations and Marketing on promotions and occupancy drives.
• Facilities & Maintenance Management
• Conduct routine room and public area inspections.
• Identify maintenance defects and ensure prompt reporting.
• Track maintenance tickets through to completion.
• Monitor room downtime and turnaround times.
• Ensure all rooms remain in rentable condition.
• Coordinate with Facilities teams on preventative maintenance plans.
• Financial & Asset Management
• Manage operational expenses within approved budgets.
• Monitor housekeeping and consumable spend.
• Control stock losses and asset damage.
• Conduct inventory counts and audits.
• Protect CampusKey assets and ensure accountability.
• Team Leadership
• Lead and coordinate all personnel involved in the Short Stay operatrion.
• Manage performance and accountability.
• Conduct training and quality assesments.
• Promote a guest-centric service culture.
• Ensure SOP compliance across all areas.

Key Performance Indicators (KPIs)

Financial Performance

• Achievement of Short Stay revenue budget.
• Occupancy performance against target.
• ADR (Average Daily Rate) achievmant.
• Revenue per Available Room (RevPAR).

Guest Experience

• Guest satisfaction score.
• Review ratings across booking platforms.
• Complaint resolution turnaround time
• Repeat guest percentage.

Housekeeping

• Room inspection pass rate.
• Check-in room readiness percentage.
• Turnaround time between departures and arrivals.
• Housekeeping audit scores.

Facilities

• Maintenance reporting compliance.
• Average maintenance resolution time.
• Room downtime percentage.
• Preventative maintenance completion rate.

Operations

• Check-in experience ratings.
• Forecast accuracy.
• Inventory variance levels.
• SOP compliance scores.

Do’er

Credibility is earned at CampusKey through execution and getting things done. You are able to get into the details and deliver results under highest expectations on time and quality. Be ready to get hands-on with all aspects of the daily needs. The buck stops with you. Pragmatism and outcomes orientation are valued and lead to wins. Exceptional organizational and multitasking skills. You thrive in a fast-paced environment.

Collaborator

There is no room for “I” at CampusKey. Every role and individual is in the organization to serve We. Builds trust across the organization by being a good listener and inclusively soliciting input. You are open to new and innovative solutions. You must present well and communicate clearly and effectively to upper management and internal departments. You’re willing to adjust course when appropriate new ideas or objections are raised. You love working with people!

What do we offer you?

• An amazing work place to come to everyday where you will form part of a great team environment with lots of positive energy and vibe;
• The opportunity to work at a dynamic, young, national and fast growing company who sets the tone for the student accommodation hospitality industry;
• Access to our facilities including gym and regular cool events;

Are you in?

Great! Send us your resume and a short cover letter telling us why you were made for this role!