Michael Longstaff

Experience

• 

  Barnsley, South Yorkshire

  Jul 1998 - Sept 1999

  Management trainee

  Total responsibility for Hotel Operations on shift (Security / Cashiering, Front Desk, Food & Beverage areas, Conference & Banqueting, evacuation procedures)Key handling, extensive cash handling and stock control“Troubleshooting” and problem solving within the unitInvolved in recruitment and selection processes

• 

  Weetwood Hall Conference Centre and Hotel

  Jul 2000 - Jan 2015

  General Manager / Director of Operations (August 2012 to January 2015) Key elements of job role:o Strategic planning including ongoing formulation and evaluation of financial targets and budgets and operating strategies, ensuring all HODs understand and influence the business’ performanceo Impacting upon the sales and profitability of the property by continuously improving and maintaining the standards quality and service delivery, being a visible leader at key eventso Operational & logistical planning for key conference / catering events and ensuring their successful delivery and post event follow up including major sporting groups and conferences.o Developing team as part of an ongoing review process and ensuring colleagues reach their potential with support and training to ensure that they feel valuedo Participation in undertaking regular customer service feedback sampling and liaising with the department Managers on the results and actions plans, ensuring a personal response to all forms of feedback, administering the online customer satisfaction analysis (CSA) online feedback systemo Responsibility for co-ordination of HR and trainingo Control and authority of expenditureo Active role in recruitment & selection procedures / disciplinary issues in all departmentso Project management on key projects (e.g. PMS upgrade, IT upgrades, telephone system upgrades, conference operations equipment) from initial idea to live date and beyondo Creation and maintenance of detailed Departmental Training Manuals, responsibility for Duty Management and Incident & Emergency Procedures Manual formulation, review and trainingo Co-ordination of and active participation in Duty Management Team, training all involved to required company standardo Extensive knowledge of customer service delivery, including Toastmaster / MC duties from volume catering to fine dining Show less

  • Director of Operations

    Aug 2012 - Jan 2015

  • Deputy General Manager

    Aug 2003 - Jul 2012

  • P&T Assistant / Duty Manager

    Jul 2000 - Jul 2003
• 

  University of Leeds

  Apr 2015 - now

  The Facilities Directorate (FD) is responsible for designing, building and maintaining our campus and providing the best possible campus experience and service for our communities. We aim to achieve this through the Facilities Directorate ‘Our Way Ahead’ plan and the Directorate is structured into three core portfolios• Masterplanning, Asset Management & Sustainability• Infrastructure, Construction & Delivery• Campus Services, Experience & Commercial.The Campus Services, Experience and Commercial portfolio brings together a range of services that are focussed on delivering and contributing to the University campus experience, creating a sense of place and of belonging.As Deputy Director for Campus Services and Engagement, I am responsible for engaging across the University with services, faculties and Leeds University Union (LUU) to lead the Facilities Directorate contribution to University wide events and programmes. I am responsible for the portfolio of Campus Services and leading on engagement with university faculties and services supporting the FD contribution to initiatives and projects such as Graduation celebrations, student recruitment events, business continuity and campus safety / security Infrastructure. I lead a group of diverse services in alignment with the Facilities Directorate people and culture plan that sets out our people focussed approach.Services within my portfolio include:• Security• Cleaning• Campus Support Services – including Helpdesk, Car Parking and Office Support• Faculty Facilities Management teamWorking with Director of Campus Innovation (Campus Services, Experiences and Commercial) and colleagues, we are aligned to the purpose and needs of everyone who experiences the campus.After several years at the University of Leeds and 12 months in role on an Interim basis, I am proud to continue my contribution to the overall campus experience and work with partners across the organisation. Show less As part of an evolving leadership team within the Facilities Directorate, my role within the 12-month tenure has been to effectively lead the design, development and delivery of Campus Support Services, setting a vision and direction for the Service, including leading transformational change initiatives that shift the University towards its vision of efficient and effective facilities and services. This role requires me to be influential both internally and externally, putting my experience of the organisation and processes to use by building trust and credibility, shaping and delivering a significant agenda often in partnership with faculties and Services outside of the University and within the Facilities Directorate. I promote and deliver a strong customer service culture for students, staff, client departments and other stakeholders.I have line management responsibility for Service leads and lead a Campus Support Services management team, ensuing that together we demonstrate commitment to ongoing improvement.Security Services, Facilities Support, Campus Support Services & Cleaning Services are my principle areas of Senior Management responsibility. Show less Residential Services attains the BSI accredited ISO 9001:2015 quality management standard, ensuring that all aspects of our term-time provision are of an exceptional and consistent standard. My role as a Senior Residences Manager involved supporting and leading the Residence Managers to ensure an exceptional student/customer experience, and ensuring the extensive facilities are well maintained and occupancy maximised at all times. The Residential Services team provides a large portfolio of student accommodation at various locations, both off and on campus. Over 8500 term time tenancies together with summer conference letting ensure a successful all year round facility.The role also involved the management of a portfolio of University owned residences, in conjunction with a dedicated Residence Manager and dedicated site staff at each.Additionally, I was a Senior Management point of contact for Student Accommodation Partners in Leeds to ensure that those partners accommodating students on behalf of The University of Leeds are upholding the highest standards of customer service, site maintenance and compliance.In partnership with Commercial Services, I worked to ensure that the conference delegate experience is first class, for all major events including the annual IMC (International Medieval Congress) among many others which bring thousands of national and international delegates to Leeds.Having been previously involved with a significant subsidiary business of the University of Leeds, I embraced the challenge of focussing on the ongoing maintenance and development of the asset and customer service delivery across a diverse range of accommodation types. Show less

  • Deputy Director of Campus Services & Engagement

    May 2024 - now

  • Residence Life Warden (Non-Resident)

    Aug 2019 - now

  • Interim Deputy Director of Campus Services

    May 2023 - Apr 2024

  • Senior Residences Manager

    Apr 2015 - Apr 2023
• 

  Unipol Student Homes

  Oct 2018 - Sept 2020

  UNIPOL verifier

  UNIPOL verification of Code For Shared Student Housing in the Private Sector of LeedsThis role involved extensive audits of properties let by private landlords and agents, giving feedback and reporting actions in order to ensure code compliance.