Accommodations Coordinator

2 weeks ago

Melbourne, Australia ILSC Education Group Full time

**Title**: Accommodation Coordinator: ILSC & Greystone College Australia

**Start date**: August 2023

**Contract**:6-month duration with possibility to extend

**Report to**: National Accommodation Director

**Location**: Melbourne-Based Campus (part-time remote work available)

**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.

**Section I**

**DUTIES & RESPONSIBILITIES**:
RESPONSIBLE FOR:

- **Accommodation Management**:

- Under supervision of the National Accommodation Director, managing Homestay and student residence requests and placements
- Facilitating Homestay extension requests from current students
- Managing and dealing with local accommodation questions, issues and complaints and escalating to appropriate team members as needed
- Managing underage student placements with special duty of care, and in accordance with ESOS Act regulations for underage student placements
- Arranging airport pick ups and drop offs for students, including supporting weekend arrivals
- Dealing with requests for cancelations and calculating refunds, as per ILSC policies
- Answering agent and registration questions about accommodation
- Updating accommodation software with inquires, reservations, confirmed bookings, changes to bookings and cancelations
- Processing weekly Homestay family payments
- Pro-actively problem-solving Homestay and residence issues with appropriate family or residence partner
- Maintaining harmonious relationships with Homestay families
- Pro-actively selling ILSC residence rooms to on-campus students
- Meeting KPIs for confirmation issuance prior to arrival
- Supporting the Homestay Emergency Phone with after hours and weekend calls (one to 2 times per month)
- **Homestay Family Recruitment**
- Under supervision of the National Accommodation Director, recruiting new Homestay families by developing leads through social media campaigns, referral programs, and website inquiries
- Conducting phone interviews with potential families to determine suitability for the program
- Conducting home visits (physical and virtual) to confirm suitability of student placement
- Ensuring family members are compliant with necessary policy checks and working with children check
- Onboarding successful families into the system and facilitating contract signing and bank details communication to finance
- Conducting annual compliance checks with families
- **Other**:

- Supporting reception and new student intake (as needed)
- Actively upholding ILSC’s mission, vision, and core values
- Maintenance of a safe, tidy and organized work area
- Attending general staff and team meetings and training sessions as assigned

**Section II
**JOB SPECIFICATION**:

- ** Level of Education Required**:

- Certificate and/or Diploma in hospitality, business administration, marketing, customer service and other relevant business fields
- **Specialized Skills**:

- 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
- **Skills**:

- Able to respond appropriately and promptly to a variety of enquiries from current and prospective students, agents, and sales teams
- Able to find information and work collaboratively with other departments
- Able to be flexible
- Able to negotiate and problem solve
- Able to communicate effectively, both orally and in writing
- Able to manage time and systems
- Able to plan, organize, set priorities
- Patient, empathetic and approachable
- Reliable, honest, and trustworthy
- Able to maintain composure and professional behavior at all times, especially while under pressure
- Able to engage effectively and respectfully with peers and superiors
- **Work Experience Required**:

- Minimum 2 to 5 years’ experience in customer service and/or hospitality
- Full work rights for Australia required (full time)
- **Other**:

- Valid First Aid and Mental Health First Aid Certificate (preferred)
- Working With Children Check (WWCC)

**About ILSC**

A world leader in language education & vocational training, ILSC Education Group, which opened its first language school in Vancouver, Canada in 1991 and Greystone College in 2002, offers life-changing educational experiences in Canada, Australia, and India, some of the world’s most attractive and popular English-speaking wo

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