Night Manager

People, Jobs, and News; Sonipat; On-site; INR 800,000 - 1,200,000; Full time

Job summary

The Night Manager - Student Experience will drive student engagement, residential quality, student support coordination, feedback management, grievance resolution, and continuous improvement across the student housing environment.

The role will serve as a link between students, Wardens, Student Housing Operations, university stakeholders, support teams, and service partners, ensuring student concerns are identified and transformed into measurable service improvements.

Qualifications

• Bachelor's or Master's degree in Education, Student Affairs, Hospitality, Business Administration, Operations Management, Public Administration, Social Sciences or related discipline.
• 8-12 years of relevant experience in University/Higher Education, Student Housing/Residential Operations, or Student Experience & Engagement.

Responsibilities

• Own and drive the overall student experience and quality agenda across student residences.
• Establish and monitor quality standards for student housing services.
• Conduct regular student interactions, floor visits, feedback sessions, and quality audits.
• Identify recurring student concerns and develop corrective and preventive action plans.
• Monitor service quality across Housekeeping, Security, Maintenance, Food Services, and other residential services.
• Ensure student-facing services are delivered consistently across all residential blocks.
• Develop and implement initiatives to improve student satisfaction, participation, and engagement.
• Establish a structured mechanism for collecting and analysing student feedback.
• Monitor student complaints, grievances, and escalations through designated systems.
• Analyse complaints to identify root causes, recurring trends, and systemic gaps.
• Coordinate with respective departments to ensure timely resolution.
• Track escalated and sensitive cases until closure.
• Prepare regular Student Experience / Quality Dashboards for senior management.
• Ensure student concerns are handled with confidentiality, professionalism, and responsiveness.
• Build strong relationships with students and conduct regular forums/listening sessions.
• Work with Student Council and student representatives to gather feedback.
• Create mechanisms for safe feedback and suggestions.
• Develop initiatives to promote a positive, inclusive residential community.
• Proactively identify emerging student concerns before they become major grievances.
• Conduct periodic quality audits of student residences.
• Develop checklists and measurable quality parameters for residential services.
• Monitor compliance with SOPs and policies.
• Conduct surprise inspections and audits.
• Identify gaps and coordinate corrective actions with relevant teams.
• Track closure of audit observations within timelines.
• Analyze student complaints, feedback, satisfaction scores, and service-performance data.
• Identify trends by hostel/block, service category, and time period.
• Develop actionable recommendations based on data.
• Establish service-quality KPIs and track performance.
• Drive continuous improvement initiatives based on feedback and data.
• Present insights and recommendations to senior leadership.

Skills

Stakeholder management

Quality management

Student engagement

Data analysis

Complaint resolution

Communication

Education

Bachelor's or Master's in Education, Student Affairs, Hospitality, or related field

Job description

Job Description

Position: Night Manager

Department: Student Housing / Student Experience

Reporting To: Site Head / Head - Student Housing

Employment Type: Full-Time

Position Purpose

The Night Manager - Student Experience will be responsible for driving student experience, residential quality, student engagement, student support coordination, feedback management, grievance resolution, and continuous improvement across the student housing environment.

The role will serve as an important link between students, Wardens, Student Housing Operations, University stakeholders, support teams, and service partners, ensuring that student concerns are identified proactively, addressed professionally, and converted into measurable service improvements.

The position requires strong experience in student engagement, customer experience, residential operations, quality management, community management, service excellence, or institutional/student affairs.

Key Responsibilities

• Own and drive the overall student experience and quality agenda across student residences.
• Establish and monitor quality standards for student housing services.
• Conduct regular student interactions, floor visits, feedback sessions, and quality audits.
• Identify recurring student concerns and develop corrective and preventive action plans.
• Monitor service quality across Housekeeping, Security, Maintenance, Food Services, and other residential services.
• Ensure student-facing services are delivered consistently across all residential blocks.
• Develop and implement initiatives to improve student satisfaction, participation, and engagement.

Student Feedback & Grievance Management

• Establish a structured mechanism for collecting and analysing student feedback.
• Monitor student complaints, grievances, and escalations through designated systems.
• Analyse complaints to identify root causes, recurring trends, and systemic gaps.
• Coordinate with respective departments to ensure timely resolution.
• Track escalated and sensitive cases until closure.
• Prepare regular Student Experience / Quality Dashboards for senior management.
• Ensure student concerns are handled with confidentiality, professionalism, and responsiveness.

Student Engagement

• Build strong and constructive relationships with students.
• Conduct regular student forums, listening sessions, and engagement activities.
• Work closely with Student Council and student representatives.
• Create mechanisms through which students can safely provide feedback and suggestions.
• Develop initiatives that promote a positive, inclusive, and respectful residential community.
• Proactively identify emerging student concerns before they become major grievances.

Quality Audits & Compliance

• Conduct periodic quality audits of student residences.
• Develop checklists and measurable quality parameters for residential services.
• Monitor compliance with Student Housing SOPs and University policies.
• Conduct surprise inspections and student experience audits.
• Identify gaps and coordinate corrective actions with relevant functional teams.
• Track closure of audit observations within agreed timelines.

Data, Analytics & Continuous Improvement

• Analyse student complaints, feedback, satisfaction scores, and service-performance data.
• Identify trends by hostel/block, service category, and time period.
• Develop actionable recommendations based on data.
• Establish service-quality KPIs and track performance.
• Drive continuous improvement initiatives based on student feedback and operational data.
• Present key insights, risks, and recommendations to senior leadership.

Cross-Functional Coordination

Work Closely With Student Housing Operations, University Wardens, Student Support Teams, Security, Housekeeping, Engineering / Technical Services, University Medical Centre, University Departments.

• Ensure effective coordination for student-related issues requiring multi-functional intervention.
• Coordinate referrals and follow-ups with appropriate support functions whenever specialised intervention is required. The role itself does not provide counselling or therapeutic services.

Critical Incident & Sensitive Case Management

• Support the Student Housing leadership team in handling sensitive and high-priority student cases.
• Ensure timely identification, documentation, and escalation of cases involving student safety, conduct, or support concerns.
• Coordinate with authorised University stakeholders and designated support teams for appropriate intervention.
• Ensure proper documentation and follow-up.
• Maintain strict confidentiality of sensitive student information.
• Ensure all actions follow University policies and established protocols.

Key Performance Indicators

• Student Satisfaction / Experience Score
• Reduction in recurring student complaints
• Complaint resolution and closure timelines
• Quality audit compliance
• Student engagement levels
• Feedback participation rate
• Effectiveness of corrective and preventive actions
• Student support referral coordination effectiveness
• Reduction in repeat grievances
• Quality of student communication and engagement
• Timeliness and accuracy of management reporting

Qualification & Experience

Educational Qualification

• Bachelor's or Master's degree in Education, Student Affairs, Hospitality, Business Administration, Operations Management, Public Administration, Social Sciences, or a related discipline.
• Additional qualifications or certifications in Customer Experience, Service Quality, Student Affairs Administration, Community Management, or Hospitality Operations will be advantageous.

Professional Experience

• 8-12 years of relevant experience in one or more of the following: University / Higher Education; Student Affairs / Student Services; Student Housing / Residential Operations; Student Experience & Engagement; Customer Experience / Service Quality; Hospitality; Institutional Quality Management; Large residential or campus operations.
• Experience managing student-facing teams and working with multiple stakeholders will be preferred.

Core Competencies

• Student-centric approach
• Strong interpersonal and communication skills
• Student support coordination and student experience awareness
• Quality management
• Grievance management
• Conflict resolution
• Data analysis and problem-solving
• Stakeholder management
• Professional judgment and stakeholder sensitivity
• Confidentiality and discretion
• Strong ownership and accountability
• Ability to handle sensitive situations calmly
• Strong written and verbal communication

Ideal Candidate Profile

• The ideal candidate should be a highly professional student-experience leader with the ability to balance student needs, service quality, residential community expectations, and institutional requirements.
• The candidate should have strong interpersonal skills, sound judgment, and the ability to build trust with students while maintaining appropriate professional boundaries.
• Experience in a large university, student housing, residential campus, hospitality, community-living, or customer-experience environment will be highly desirable.
• The individual should be capable of moving beyond reactive complaint handling and building a proactive student-experience framework based on data, student feedback, stakeholder collaboration, and continuous improvement.

Key Attributes

• Student First
• Integrity
• Confidentiality
• Quality Orientation
• Ownership
• Collaboration
• Service Excellence
• Data-Driven Decision Making
• Continuous Improvement

Skills: quality audits,student housing,management,student engagement,student experience