Reporting to the Manager, Building Operations, the Custodial Coordinator is responsible for the day-to-day leadership and coordination of custodial operations within the Residence Custodial Services unit. This role acts as a subject matter expert with people leadership to deliver operational excellence through collaboration, influence, and continuous improvement. Working as part of a team of Coordinators in a 7-day, split-shift environment, the Custodial Coordinator oversees staff in a unionized setting, ensures service standards are met, and contributes to the effective operation of residence and conference facilities, including large-scale seasonal transitions and conference readiness.

Key Responsibilities & Accountabilities:

1. Operational Leadership & Service Delivery

- Coordinate and oversee daily custodial operations to ensure high-quality cleaning, safety, and customer service standards are consistently met.
- Plan, prioritize, and adjust work schedules in response to operational requirements and seasonal fluctuations.
- Monitor service delivery through inspections, audits, and performance measures; take appropriate action to address gaps.
- Coordinate facility-related responses, including participation in emergency response activities as required.
- Manage inventory and ensure effective use of custodial supplies, equipment, and resources.

2. People Leadership & Team Development

- Provide day-to-day supervision, guidance, and support to custodial staff within a unionized environment.
- Lead and coordinate the work of a Coordinator Assistant, ensuring alignment of priorities and effective workflow.
- Train, coach, and develop employees in cleaning practices, safety standards, and customer service expectations.
- Promote a respectful, inclusive, and team-oriented work environment that supports engagement and accountability.
- Address performance, attendance, and conduct matters in accordance with collective agreements and University policies.

3.

Seasonal

Operations & Conference Readiness

- In partnership with the Custodial Management team,



oversee the coordination and execution of end-of-term residence turnover, ensuring all spaces are prepared within tight timelines.
- Coordinate transition activities from academic operations to conference season, including planning, scheduling, and quality assurance.
- Oversee conference-style cleaning operations during the summer period, ensuring spaces meet hospitality-level expectations.
- Supervise and support summer student staff, including onboarding, task assignment, and quality monitoring.
- Develop and maintain effective working relationships with internal and external stakeholders.
- Act as a key point of contact for service-related questions, concerns, and issue resolution.
- Engage with clients to understand needs and align service delivery with expectations.

5. Continuous Improvement & Planning

- Identify and implement improvements to workflows, scheduling, and service delivery processes.
- Support the development and monitoring of Key Performance Indicators (KPIs) and service standards.
- Recommend operational enhancements to improve efficiency, quality, and customer satisfaction.
- Maintain current knowledge of best practices in custodial services, particularly in residence and hospitality environments.
- Contribute to planning activities by reviewing processes and recommending enhancements to improve service outcomes.

6. Collaboration & Organizational Effectiveness

- Collaborate with Residence Facilities Management and campus partners on operational, process, and policy improvements.
- Contribute as an active member of the custodial leadership team, fostering a team-first, collaborative approach.




- Participate in broader operational initiatives aligned with HCS and University priorities.

Qualifications & Competencies:

- Post-secondary diploma or degree in a related field, or an equivalent combination of education and experience.
- Specialization in facilities management, building operations, construction, or planning is an asset
- Relevant facilities management certifications are considered an asset.
- Minimum 6 years of progressive experience in custodial or facilities operations, including team leadership or supervisory responsibility.
- Experience working in large, complex operational environments; exposure to multi-site or high-volume facilities is an asset.
- Experience in post-secondary, housing, hospitality, or conference services environments is an asset.
- Proven ability to lead, coach, and develop teams, including scheduling, performance management, and conflict resolution (experience in a unionized workplace is an asset).
- Demonstrated ability to manage multiple priorities and deliver under tight timelines, particularly in high-demand or seasonal operations.
- Experience with budget coordination, resource planning, and inventory management, with a focus on efficiency and accountability.
- Strong knowledge of custodial operations, equipment, and health & safety standards, including applicable legislation and best practices.
- Effective problem-solving and decision-making skills, with the ability to analyze information and apply sound judgment.
- Strong communication and interpersonal skills, with the ability to build relationships, collaborate, and positively influence others.
- Highly organized and adaptable, with the ability to prioritize in a fast-paced, service-focused environment.
- Proficiency with Microsoft Office and standard workplace systems.
- Demonstrates a commitment to service excellence, inclusion, safety, and continuous improvement, while modelling the values of Housing & Conference Services.

How To Apply To apply for this job, please submit your application online.

📌 Residence Custodial Coordinator (Canada)
🏢 McMaster University
📍 Canada