Operations Manager

at  Massey University

Job Description: Operations Manager SEC
Position Purpose: The Operations Manager of the Sports & Event Centre, Massey University
(Manawatū campus) is a key leadership role responsible for overseeing
the day-to-day operations and smooth functioning of the facility,
accommodation services and occupancy, and event management
activities, while upholding the highest standards of service excellence and
customer satisfaction; thereby building the reputation and profitability of
the Centre.
Department: Estates Management Operational Management Sport & Event Centre
Location: Palmerston North
Reports to: Associate Director Commercial Services
Responsible for: SEC Operational Staff & Suppliers
Delegations: Nil
Job Title: Manager - Operations
Key relationships: Internal External
Associate Director Commercial Corporate Partners (including local
Services and central government)
Executive Director Commercial Institutional Partners
Services Key Stakeholders,
Events Management and Team Suppliers
Café Manager and Team Contractors
VC, DVCs and PVCs
Manager Fitness and Recreation
Services
Manager Grounds
Heads of Schools/Institutes in
Colleges and Departments
Finance
Governance and Risk

ITS

Massey University: We are a world-leading university in many academic disciplines and fields
of research. Our point of difference is research that is connected to
community and industry. Our researchers are developing expertise and
skills to advance human knowledge and understanding. Working together
across disciplines and locations, we solve national and global problems
through fundamental, applied and interdisciplinary research, while
culturally and artistically enriching our world.
We are deeply committed to being a Te Tiriti-led university,
demonstrating authentic leadership in contemporary Aotearoa New
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Zealand as we uphold Te Tiriti o Waitangi, the founding document of our
nation, and its principles through our practice. We embrace this not just
as an obligation but as a real opportunity for the nation and its people.
Our educators are preparing a new generation of global leaders. Our
students are diverse and are attracted to Massey because they want to
achieve their personal goals or make their mark in the world. They
experience world-class learning that recognises their intellectual and
cultural strengths, expands their horizons and prepares them to
contribute to a rapidly transforming world with skills, critical and creative
thinking and leadership.
We will be renowned for our passion and caring attitude. All Massey
campuses will be innovation ecosystems, acting as magnets for smart
enterprises. Wherever we are, we will operate in partnerships founded
on respect, trust and mutual benefit. Massey is not only defined by what
we do, but by how we do it.
About this area The Estates Management team is focused on maintaining and operating
the amenities, buildings and grounds of Massey’s three campuses. It also
runs the Capital Projects (building related) for these campuses. The team
is made up of about 120 members who all play vital roles in ensuring a
positive student and staff experience. This role supports teaching and
research outcomes by ensuring that the Campus facilities and services
meet the needs of the University community.
Massey core capabilities

At Massey we are Tiriti-led, upholding Te Tiriti o Waitangi principles through our practice, we:

• Demonstrate awareness of Te Tiriti o Waitangi and its contribution to Aotearoa New Zealand

society

• Understand the relevance of Te Tiriti o Waitangi in relation to the work of the University and

the people we serve.

• Embracing Te Reo in relevant and practical ways in our workplace interactions and engagement

with external stakeholders, giving expression to Tikanga Māori and protocols that
demonstrates that we respect and value Māori conventions in appropriate settings.

At Massey we work together with mutual respect and caring. we:

• Act with integrity and trustworthiness and give credit to others for the work they do.
• Work cooperatively and inter-dependently to foster and promote the One University approach.
• Share knowledge and communicate professionally with courtesy and mutual respect.
• Are ethical in all transactions, working within the parameters of our policies and procedures.
• Are direct, truthful and maintain confidentiality.
• Seek to understand and appreciate our differences.
• Are ethical in all transactions, working within the parameters of our policies and procedures.

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• Are direct, truthful and maintain confidentiality.
• Keep ourselves and others safe; work together to embrace with the University’s health, safety

and wellbeing policies, procedures and programmes; display commitment by actively
supporting all safety and wellbeing initiatives: and by actively engaging in health and safety
improvement opportunities.

At Massey we are future-focused, results- oriented and strive for excellence. we:

• Take ownership and responsibility for delivering results to support achievement of University

objectives.

• Provide the best quality services to our customers (internal and external) ensuring our

students/ stakeholders are at the heart of everything we do.

• Deliver or support world-class research, teaching and learning and citizenship.
• Take personal responsibility for our performance, take pride in doing our job well, and commit

to ongoing personal and professional development.

• Are motivated and create a positive working environment where our values are reinforced.
• Anticipate and respond with agility and resilience to the changing needs of the University and

the communities we serve.

• Seek ways to improve our services to deliver in an efficient and effective way.
• Embrace technology and apply this innovatively to better meet the needs of those we serve.
• Challenge ourselves to reach our potential and help bring out the best in others.
• Understand how what we do contributes to the objectives of the University.

Accountabilities
Facility and • The primary point of contact for the Sport and Events Centre (SEC –
Accommodation formerly Sport and Rugby Institute (SRI)), responding to all general

Management enquiries so that tailor-made outcomes are developed.

• Maximise occupancy and revenues through a well-managed reservation

systems.

• Oversee the operational management of sports facilities,

accommodation units, and related amenities, including facility set-ups,

check-in & out.

• Ensure cleanliness, safety, and maintenance standards are upheld

throughout the facility.

• Coordinate housekeeping, maintenance, and repairs to ensure optimal

functioning of accommodation units and common areas.

• Coordinate catering supply, delivery and removal to provide a seamless

onsite offering for clients.

• Enquiries for potential reservations and events may require meeting

and liaising with clients to assess needs and expectations resulting in
positive sales outcome which is confirmed in writing within one working
day.

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• Give special focus to the Secondary School market and calendar of

National Championships to maximise the use of the SEC as a

tournament base.

• Manage contingencies or variations as required by troubleshooting as

the on-site contact.

• Develop working arrangements with external suppliers of goods and

services that are required to fulfil customers’ needs. This includes
equipment and decorative requirements of the facility, and directional

signage – both internal and external.

• Manage and maintain client and marketing databases.
• Undertake regular quality assurance checks on internal service delivery

with a focus on accommodation and wet area servicing/housekeeping.

• Fulfil the responsibilities of the Building Warden in relation to Health &

Safety procedures.

• Liaise with all tradespeople, Facilities Management and Grounds staff to

monitor the delivery of work, quality and timeliness.

• Undertake and manage maintenance of Recovery Pools to ensure

availability, appropriate temperature levels and hygiene factors adhere

to policy standards.

• Maintain consumable inventory to ensure all facilities are fully stocked

at all times.
Human Resources • Produce and communicate effective rosters at least 2 weeks in advance
ensuring staff cost policy is not exceeded. Act as confirmation point of
contact for these. Ensure rosters maximise service to clients and
adhere to ‘good employer’ obligations with a particular focus on

Cleaners’ schedules and Night Porter’s workflows.

• Recruit, train, and supervise operational staff, including facility

attendants, housekeeping personnel, and event support staff.

• Provide ongoing training and development opportunities to enhance

staff skills and performance.

• Foster a positive work environment that encourages teamwork,

collaboration, and excellence in service delivery.

• Act as the point of contact for all staff ensuring an efficient flow of all

relevant information is maintained. Full use of all methods of
communication ensures 100% transfer and understanding of

information.

• Develop expertise in delegated tasks so that casual staff are

productive.

• Provide on-the-job training to reception and house staff where a need

is identified through regular performance appraisal. This may be

delivered by self, peer or external training.

• Ensure sufficient staff hold current First Aid certificates and are fully

versed in all emergency procedures.

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• Develop a positive team culture that provides for a cooperative

approach by all staff.

• Ensure all staff are aware of and perform in adherence to University

Policies & Procedures relating to staff as well as relevant Government
legislation, including Health and Safety at Work Act 2015, Sale and
Supply of Alcohol Act 2012 and the Innkeepers Act 1962.
Event Coordination • Collaborate with internal and external stakeholders to plan, organise,
and execute a variety of events, including sports competitions,

conferences, and social gatherings.

• Coordinate event logistics, including venue setup, catering, audiovisual

equipment, and transportation services.

• Serve as the primary point of contact for event organisers, addressing

inquiries and providing support throughout the planning and execution
process.
Customer Service • Ensure exceptional customer service is provided to all guests and
visitors, addressing inquiries, concerns, and feedback in a timely and

professional manner.

• Implement strategies to enhance the overall guest experience and

foster positive relationships with clients and patrons.

• Monitor guest satisfaction levels and implement improvements as

necessary to exceed customer expectations.
Business Development • Assist in the development and management of operational budgets,
and Financial ensuring financial targets are met and expenses are controlled.
Management • Monitor and increase revenue streams, including accommodation
bookings, event space bookings and implement strategies to maximise

profitability.

• Conduct regular financial analysis and reporting to track performance

and identify areas for improvement.

• Provide regular reports to Management.

Qualifications and Experience
Qualifications: • Degree in Hospitality Management, Business Administration, Sports

Management, or related field (preferred).

• NZQA Food and Safety 167 (Essential)
• Bar Manager’s Licence (Essential)
• First Aid Certificate (Essential)

Full and clean driver’s license (Essential)
Experience • Proven experience in operations management, preferably in the

hospitality & accommodation, sports, or events industry.

• Proficiency in budget management and financial analysis.

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Capabilities - Behaviour
Leadership and • Demonstrates strong leadership by developing, motivating and inspire a
Interpersonal diverse team.
Skills • Inspires confidence, provides guidance, and fosters a positive work
Essential environment conducive to collaboration and high performance.• Establishes and maintains credibility and appropriate confidentiality with

stakeholders.

• Coaches and influences internal and external stakeholders and builds

constructive working relationships.

• Identifies and addresses potential issues with stakeholders and resolves

these expediently.

• Contributes valuably as a member with multiple teams that span functions,

issues, and locations.

• Fosters a culture of collaboration, encourage open communication, and

actively engage with other departments and stakeholders to achieve
common goals and drive organisational success.
Organisational • Excellent organisational abilities, with a keen attention to detail and the
Skills ability to multitask effectively.
Essential • Ability to manage multiple tasks, prioritise responsibilities, and maintainattention to detail to ensure smooth operations across various functions.
Communication • Exceptional communication and interpersonal skills, with the ability to
interact effectively with guests, staff, and stakeholders at all levels.
Essential • Communicates clearly, effectively and in a timely manner with staff,

suppliers, clints and others.

• Convey instructions, information, and expectations to staff, stakeholders,

and clients.

• Strong interpersonal skills are needed to build rapport, resolve conflicts,

and address concerns with professionalism and empathy.
Continuous • Adjusts current working processes or adopts new approaches in response
Transformation to changes in the business environment to ensure continued excellence in
service delivery.
Essential • Communicates and analyses assumptions about a particular issue with

colleagues to gain new perspectives or more effective solutions.

• Explains lessons or experiences learned from mistakes and failures as well

as successes.
Customer Service • Prioritise customer satisfaction, anticipate their needs, and strive to deliver
exceptional service at all touchpoints, and in doing so addresses inquiries,
Essential resolving issues, and continuously seeking ways to enhance the guest
experience.
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Problem Solving • Identifies challenges, analyses situations, and develops effective solutions;
and Adaptability and proactively addresses operational issues, resolves conflicts, and
implements improvements that enhance efficiency and effectiveness.
Essential • Shows a willingness and ability to work flexible hours, including evenings

and weekends, as needed.

• Demonstrates adaptability and flexibility to thrive in a dynamic and fast-

paced environment, and adjusts priorities, strategies, and resources as

needed to meet changing operational demands and organisational goals.

• Helps analyse risks and benefits of alternative approaches, and influences

decisions on resolution.

• Uses fact-finding techniques and diagnostic tools to identify problems.
• Uses initiative to develop alternative techniques for assessing accuracy and

relevance of information.

• Identifies and documents specific problems and resolution alternatives.
• Examines a specific problem and understands the perspective of each

involved stakeholder.
Financial Acumen • Understands budgetary management, financial analysis, and revenue
optimisation.
Essential • Develops and manages budgets, monitors expenses, and identifies
opportunities to maximise revenue streams while controlling costs.
Strategic Thinking • Thinks strategically to align operational initiatives with the organisation’s
long-term goals and objectives.
Essential • Identify opportunities for growth, optimising of resources, and develops
innovative strategies that enhances the facility’s competitive position.
Health & Safety • Monitors compliance with health, safety, and regulatory standards, and
reports as requested.
Essential • Ensures that staff, service providers and clients are aware of health and

safety requirements and compliance and reports incidents that occur.

• Conducts regular inspections, implements appropriate protocols, and

provides training to staff to minimise risks and maintain a safe
environment for guests and staff.
Self-Management  Sets high personal and professional standards and takes pride in own work
and work outcomes.
Essential  Works well with, and leads and influences others, including staff, students,
the public, and a variety of cultural groups, to ensure professional,
respectful and memorable work events, accommodations stays, and
experiences.
 Well organised and meets agreed standards of service.
 Can-do attitude, and is solution-focused at all times.
 Demonstrates an enduring concern for order, timeliness, quality, and
accuracy.
Service Excellence  Responds to unexpected stakeholder requests, queries and problems and
resolves the matter expediently and positively, escalating if required.
Essential  Actively engages in all aspects of service stakeholders describe as excellent
and of high quality that matches agreed expectations.
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
Takes a customer-centric approach at all times to ensure service
excellence and contributes to the department’s objectives.
 Provides direct service to internal or external stakeholders.
Capabilities – Technical
Budgeting and • Demonstrates strong financial acumen and effectively develops, monitors,
Financial and manages operational budgets, ensuring that the facility operates
Management within budgetary constraints. This includes budget planning, expense
tracking, revenue forecasting, financial analysis, and taking appropriate
Essential cost control measures to ensuring.
Event • Competently uses event management tools and software to streamline the
Management planning and execution of various events hosted at the facility. This may
Tools include software for event scheduling, registration management, attendee
tracking, room layout design, catering coordination, and audiovisual
Essential or equipment management.
Desirable
Customer • Utilises CRM software or databases to manage customer relationships,
Relationships track inquiries, bookings, and feedback.
Management • Personalises interactions with guests and clients to ensure that they have a
(CRM) positive, satisfied experience, enhances goodwill and reputation.
Essential
Inventory • Demonstrates proficiency in inventory management systems and practices
Management for maintaining adequate stock levels of supplies, equipment, and
materials required for facility operations, events, and accommodations.
Essential
Procurement • Understands procurement processes, vendor management, and contract
Processes negotiations for sourcing goods and services; secures competitive pricing;
and maintains vendor relationships while adhering to budgetary
Essential constraints and quality standards.
Technical • Gains familiarity with the operation, maintenance, and troubleshooting of
Equipment and technical equipment and systems commonly found in sports facilities,
Systems accommodations, and event venues, including audiovisual systems, lighting
and sound equipment, HVAC systems, security systems, and other facility
Essential or infrastructure.
Desired
Data Analysis and • Collects, analyses, and interprets operational data and performance
Reporting metrics used to identify trends, assess operational efficiency, and for
making informed decisions to optimize processes, improve service delivery,
Essential and achieve organizational goals.
Pre-employment checks
Pre-employment checks:  Requirement to pass a Criminal and Traffic Convictions (Security)
Essential Check performed by the Ministry of Justice.
 Requirement to pass a Credit History and No Asset Procedure (NAP)
Credit History Check performed by Equifax.
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
Requirement to pass a Qualifications Validation Check.

Please refer the Job description for details