Accommodation Coordinator

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

**Start date**:**March 2025

**Report to**:**National Accommodation Director

**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**:
**1.**Accommodation Management**
- Under supervision of the National Accommodation Director, managing Homestay and Student Residence requests and placements
- Liaising and communicating with host families and ensuring successful placements
- Facilitating Homestay extension requests from current students
- Managing and dealing with 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 with the emergency phone
- Dealing with requests for cancelations and calculating refunds, as per ILSC policies
- Answering advisor, agent and registration questions about accommodation
- Updating accommodation software with inquires, reservations, confirmed bookings, changes to bookings and cancelations
- Managing and 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 (1 to 2 times per month)

**2.**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 police 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

**3.**Other**
- Actively upholding ILSC’s mission, vision, and core values
- Attending general staff and team meetings and training sessions as assigned
- Maintaining safe, tidy and organized work area
- Other duties as assigned

**Section II**

**JOB SPECIFICATION**:
**1.**Level of Education Required**:

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

**2.**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

**3.**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

**4.**Work Experience Required**
- Minimum 2 to 5 years’ experience in customer service and/or hospitality

**5.**Other**
- Full-time work rights for Australia required
- Valid Working With Children Check (WWCC)

**About** ILSC EDUCATION GROUP**

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 work and study destinations.

In early 2022, ILSC Education Group joined forces with ELS Education Servic