Job Description
Title: Accommodation Coordinator: ILSC & Greystone College Australia
Report to: National Accommodation Director
Location: Sydney Campus
Overview of Role:
ILSC & Greystone College Australia (Perth, Adelaide, Melbourne, Sydney and Brisbane) are amongst the largest and fastest growing language and vocational colleges in Australia. In addition to its academic offerings, the college also offers an accommodation placement service that matches students with Homestay families for the purpose of cultural exchange, as well as student residence options for more independent students. The Accommodation Coordinator plays a key role in providing transformative living experiences to students, and exceptional customer service to our agents and partners.
DUTIES & RESPONSIBILITIES:
RESPONSIBLE FOR:
Accommodation Management
1. Under supervision of the National Accommodation Director, managing Homestay and student residence requests and placements
2. Facilitating Homestay extension requests from current students
3. Managing and dealing with local accommodation questions, issues and complaints and escalating to appropriate team members as needed
4. Managing underage student placements with special duty of care, and in accordance with ESOS Act regulations for underage student placements
5. Arranging airport pick ups and drop offs for students, including supporting weekend arrivals
6. Dealing with requests for cancelations and calculating refunds, as per ILSC policies
7. Answering agent and registration questions about accommodation
8. Updating accommodation software with inquires, reservations, confirmed bookings, changes to bookings and cancelations
9. Processing weekly Homestay family payments
10. Pro-actively problem-solving Homestay and residence issues with appropriate family or residence partner
11. Maintaining harmonious relationships with Homestay families
12. Pro-actively selling ILSC residence rooms to on-campus students
13. Meeting KPIs for confirmation issuance prior to arrival
14. Supporting the Homestay Emergency Phone with after hours and weekend calls (one to times per month)
Homestay Family Recruitment
15. Under supervision of the National Accommodation Director, recruiting new Homestay families by developing leads through social media campaigns, referral programs, and website inquiries
16. Conducting phone interviews with potential families to determine suitability for the program
17. Conducting home visits (physical and virtual) to confirm suitability of student placement
18. Ensuring family members are compliant with necessary policy checks and working with children check
19. Onboarding successful families into the system and facilitating contract signing and bank details communication to finance
20. Conducting annual compliance checks with families
Other
21. Supporting reception and new student intake (as needed)
22. Actively upholding ILSC’s mission, vision, and core values
23. Maintenance of a safe, tidy and organized work area
24. Attending general staff and team meetings and training sessions as assigned
25. Other duties as assigned
JOB SPECIFICATION:
Level of Education Required:
26. Certificate and/or Diploma in hospitality, business administration, marketing, customer service and other relevant business fields
Specialized Skills:
27. Effective and clear written and oral communication in English
28. Excellent working knowledge of computer systems and cloud-based software and CRMs
29. Experience working in hospitality and/or student accommodation
30. Proven skills in customer-service
Skills
31. Able to respond appropriately and promptly to a variety of enquiries from current and prospective students, agents, and sales teams
32. Able to find information and work collaboratively with other departments
33. Able to be flexible
34. Able to negotiate and problem solve
35. Able to communicate effectively, both orally and in writing
36. Able to manage time and systems
37. Able to plan, organize, set priorities
38. Patient, empathetic and approachable
39. Reliable, honest, and trustworthy
40. Able to maintain composure and professional behavior at all times, especially while under pressure
41. Able to engage effectively and respectfully with peers and superiors
Work Experience Required
42. Minimum to years’ experience in customer service and/or hospitality
43. Full work rights for Australia required (full time)
Other
44. Valid First Aid and Mental Health First Aid Certificate (preferred)
45. Working With Children Check (WWCC)