Accommodation Coordinator
Our team is seeking a dedicated and detail-oriented Accommodation Coordinator to join our growing organization. As an Accommodation Coordinator, you will play a key role in providing exceptional customer service to students, agents, and partners while managing Homestay and Student Residence requests and placements.
Main Responsibilities:
• Manage Homestay and Student Residence requests and placements under the supervision of the National Accommodation Director
• Liaise and communicate with host families and ensure successful placements
• Facilitate Homestay extension requests from current students
• Manage accommodation questions, issues, and complaints and escalate to appropriate team members as needed
• Arrange airport pick-ups and drop-offs for students, including supporting weekend arrivals with the emergency phone
• Deal with requests for cancellations and calculate refunds, as per policies
• Answer advisor, agent, and registration questions about accommodation
• Update accommodation software with inquiries, reservations, confirmed bookings, changes to bookings, and cancellations
• Manage and process weekly Homestay family payments
• Proactively problem-solve Homestay and residence issues with appropriate family or residence partner
Homestay Family Recruitment:
• Recruit new Homestay families by developing leads through social media campaigns, referral programs, and website inquiries
• Conduct phone interviews with potential families to determine suitability for the program
• Conduct home visits (physical and virtual) to confirm suitability of student placement
• Ensure family members are compliant with necessary police checks and working with children check
• Onboard successful families into the system and facilitate contract signing and bank details communication to finance
• Conduct annual compliance checks with families
Requirements:
• Certificate and/or Diploma in hospitality, business administration, marketing, customer service, and other relevant business fields
• Effective and clear written and oral communication in English
• Excellent working knowledge of computer systems and cloud-based software and CRMs
• Experience working in hospitality and/or student accommodation
• Proven skills in customer service
• Ability to respond appropriately and promptly to a variety of enquiries from current and prospective students, agents, and sales teams
• Ability to find information and work collaboratively with other departments
• Ability to be flexible
• Ability to negotiate and problem-solve
• Ability to communicate effectively, both orally and in writing
• Ability to manage time and systems
• Ability to plan, organize, set priorities
• Patient, empathetic, and approachable
• Reliable, honest, and trustworthy
• Ability to maintain composure and professional behavior at all times, especially while under pressure
• Ability to engage effectively and respectfully with peers and superiors
About Our Organization:
We are a world leader in language education and vocational training. Our organization offers life-changing educational experiences in some of the world's most attractive and popular English-speaking work and study destinations. We are committed to providing a barrier-free environment and uphold the highest standards of integrity, respect, and innovation.