ILSC Accommodations Coordinator - Sydney, Australia - ILSC Education Group

ILSC Education Group Sydney, Australia

2 days ago

Full time Permanent

Description

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

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 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

Other duties as assigned

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 to 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)

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