Lodge Manager

PEMBROKE COLLEGE; Oxford; On-site; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Staff pension

Free lunch

Generous annual leave

Professional development

Supportive working environment

Job summary

Pembroke College, Oxford, is seeking an experienced Lodge Manager to lead its Porters’ Lodge, the first point of contact for students, Fellows, staff, visitors and contractors.

You will manage the Lodge team, ensure high standards of hospitality, security and safety, and oversee access control, budgets and events, with the Lodge operating around the clock to support a vibrant College community.

Qualifications

• Proven experience of managing front-of-house, reception, security, hospitality or comparable operational service.

Responsibilities

• Leadership and team management: Lead, motivate and develop the Lodge team, setting clear expectations and fostering a collaborative, service-focused culture; Manage staffing and rotas for a continuous 24-hour service, including shift cover, annual leave, sickness absence and effective handovers; Induction, training, appraisals and performance management.

Job description

Pembroke College, Oxford, is seeking an experienced, people-focused and highly organised Lodge Manager to lead its Porters’ Lodge, a vital service at the heart of College life. This is an exciting opportunity to shape a welcoming, professional and secure first point of contact for students, Fellows, staff, visitors, guests and contractors.

The Lodge operates 24 hours a day, 365 days a year, and plays an essential role in the day-to-day life of the College. As Lodge Manager, you will lead and develop the team of Lodge Receptionists, ensuring consistently high standards of hospitality, security, safety, communication and operational resilience.

Reporting to the Director of Operations and working closely with colleagues across the College, you will combine confident people leadership with practical operational management. You will oversee front-of-house services, access control and security procedures, emergency preparedness, staffing and rotas, budgets and service improvement, helping the Lodge respond effectively to the needs of a diverse and active College community.

This role will suit someone who enjoys leading from the front, builds trust through clear communication and sound judgement, and can remain calm and decisive when priorities change or challenging situations arise.

Key Responsibilities

• Leadership and team management Lead, motivate and develop the Lodge team, setting clear expectations and fostering a collaborative, inclusive and service-focused culture; Manage staffing and rotas for a continuous 24-hour service, including shift cover, annual leave, sickness absence and effective handovers; Oversee induction, training, one-to-ones, appraisal and performance management, supporting high standards of conduct and accountability, and supporting professional development.
• Front-of-house and service excellence Ensure the Lodge provides a consistently welcoming, professional and responsive reception service for the College community and its visitors; Oversee Lodge reception and communications, ensuring information is accurate, records are maintained and confidentiality is respected; Resolve complaints, complex enquiries and service issues calmly and effectively, using feedback and lessons learned to improve the service.
• Security, safety and emergency response Lead the operational management of College security and access control, including keys, access cards, visitors, contractors, CCTV and electronic access-control systems; Maintain effective security procedures and risk controls; manage and record incidents, escalating concerns and liaising with emergency services, the police and University Security Services where appropriate; Coordinate the Lodge response to fire alarms, medical emergencies, accidents, security threats and other serious incidents, ensuring staff are trained and prepared; Work with Estates and other colleagues to review risk assessments, fire and evacuation arrangements, and relevant health and safety procedures.
• College community, resources and continuous improvement Work with the Welfare Team and colleagues to support student welfare, safeguarding and good order, maintaining appropriate professional boundaries; Coordinate Lodge staffing, reception, access and security arrangements for major, ceremonial and academic events; Manage the Lodge budget within delegated authority and oversee equipment, systems, supplies, contractors and service providers; Develop and review policies, procedures and service standards; identify improvements to efficiency, customer service, security and operational resilience; Maintain accurate operational records and handle personal, security and other sensitive information in line with College policies and data-protection requirements.

Benefits

• Membership of the University staff pension scheme.
• Free lunch when College kitchens are open.
• Generous annual leave entitlement.
• Opportunities for professional development and training.
• A supportive and collegial working environment.

About You

You will bring proven experience of managing a front-of-house, reception, security, hospitality, facilities or comparable operational service, alongside the confidence and judgement to lead people and manage competing demands. You will be approachable and professional, able to build effective relationships at all levels, and comfortable making timely, proportionate decisions under pressure.