Regional Accommodation Coordinator

About the Role

Title: Regional Accommodation Coordinator

Location: Remote/Nationwide, USA

Full time

Job Description

Kaplan International Languages: Mission Statement and Core Values 

Kaplan helps individuals achieve their educational and career goals. We build futures one success story at a time. Our core values of Integrity, Knowledge, Results, Support and Opportunity define our company culture and provide the framework for what we deliver to our customers and employees each day. We succeed when our students succeed. All Kaplan divisions, including Kaplan International Languages, share the same Mission and Values as our parent company, Kaplan, Inc. 

Location 

The post is remote but may require occasional attendance at other sites within the USA or Canada.  

Reports 

This position reports to the Regional Director of Accommodation 

Objective 

The Regional Accommodation Coordinator is part of the team responsible for managing the accommodation resources and services available to students throughout the North America region.  The Regional Accommodation Coordinator will be responsible for designated portfolio of schools and will provide cover for other schools, along some general administration duties. Your collaboration with our portfolio of schools, a wide array of accommodation providers, and head office teams will be essential in evaluating and meeting the accommodation requirements of students. 

Duties and Tasks (It is understood that all duties& tasks described herein are performed under the direction of the Regional Director of Accommodations and all decisions and authority are made under the Regional Director’s direction.)

Accommodation Management 

• Manage and develop the provision of quality homestay and residential accommodation in the U.S. and/or Canada 

• Advise the North America Director of Accommodation of any issues pertaining to residences, including concerns regarding quality or the number of committed beds 

• Monitor the overall accommodation portfolio on an ongoing basis to maximize both occupancy and availability 

• Ensure regional homestay capacity meets demand by generating leads, utilizing referral programs and maintaining a strong relationship with current and past hosts. 

• Onboard new hosts into the program; ensure all documentation is collected, correct and stored properly 

• Manage a small network of local homestay visitors in each market, ensuring all homestay hosts are visited and compliant with Kaplan’s standards 

• To work with the North America Director of Accommodation and relevant schools to coordinate accommodation planning and logistics for groups 

Pre-Arrival Administration 

• Place students in high-standard homestay and residential accommodation in multiple locations across the US and Canada 

• Distribute accommodation confirmations a minimum of 2 weeks prior to arrival 

• Oversee airport transfer services and coordination with accommodation providers 

• Communicate with vendors, customer service teams, schools and the accommodations team regarding issues and changes prior to arrival. 

• Understand the needs of students and make the correct placements with housing options 

On-Call Duties 

• Participate in the 24-hour regional emergency phone on a recurring basis, answering after-hours calls from students facing a range of issues, from minor logistical challenges like finding an arrival transfer to more serious welfare-related concerns 

• Follow up on emergency calls, liaising with the school teams and customer care as necessary to ensure a positive outcome for the student 

• Supply correct documentation weekly for the emergency phone holder, such as arrival and departure lists, emergency homestay accommodation provisions and airport transfer information across multiple locations 

Customer Service 

• Always provide exceptional customer service to both internal and external customers in a remote capacity 

• Provide quick responses to inquiries with solutions while balancing the interests of multiple parties, keeping accurate records of those concerns and how they were resolved 

• Ensure that the information flow from the central accommodation department is rapid, accurate and of a consistently high quality 

• Reply to all emails with 24 hours and all Teams messages within 1 hour 

• Liaise with the school teams on all matters pertaining to regional student accommodation, including but not limited to student complaints, safeguarding/welfare concerns, group bookings 

• Be fully aware of all internal measures of quality and satisfaction and review these for multiple school locations with the aim of ensuring all students have the best possible Kaplan Experience 

Compliance 

• Assist in the management of regular accommodation inspections 

• Ensure all regional homestay host documentation is recorded and up-to-date while in line with accreditation criteria 

• Ensure all health and safety questionnaires are completed and stored properly 

• Be familiar with all relevant ACCET/Languages Canada/Kaplan Inc. inspection criteria relevant to the department  

• Participate in accreditation meetings with inspectors as needed 

• Have good working knowledge and understanding of procedural documents and KI Languages policies 

• Remain compliant with all data protection policies and local regulations, including attending mandatory trainings 

Finance 

• Manage assigned portfolio within the budget parameters set and report variances 

• Manage payments to US and/or Canada homestay hosts 

• Work with the school Student Services and Customer Service teams to ensure outstanding accommodation fees are collected 

General 

• Actively communicate with the entire team by attending weekly team meetings, participating in team chats, and providing frequent updates on ongoing projects 

• Contribute to the updating and improvement of how-to guides and procedures 

• Provide cover for other members of the team during periods of absence, which will require covering other North American locations 

• Assist with the training of temporary staff and contractors 

• To be proactive about both your personal and professional development, including attendance and completion of all compulsory training sessions and to actively participate in any training offered 

• Undertake other duties as deemed necessary by North America Director of Accommodation 

Qualifications (Desirable) 

• Bachelor’s degree 

Experience (Essential) 

• Experience in administration work (preferably in an educational environment) 

• Experience working in a remote environment 

• Proficiency in MS Office with a strong command of Outlook and Excel 

• Experience dealing with and solving complaints 

• Experience managing conflicting priorities 

Experience (Desirable) 

• Experience processing payments and working with booking systems 

• Experience working with financial information and systems 

• Experience working in student housing or other hotel or hospitality environments 

• Experience working in a client-facing position 

• Experience working with international students 

Competencies (in alphabetical order) 

• Ability to deal with and resolve a high volume of queries efficiently 

• Ability to find and present solutions to complex problems 

• Ability to use initiative and make decisions when required 

• Ability to manage and implement change 

• Ability to manage relationships with multiple vendors and communicate professionally and clearly with them on a regular basis 

• Excellent communication skills 

• Excellent organisation skills and ability to multitask 

• Exceptional customer service ethos 

• Demonstrated financial acumen 

• Self-motivated with an ability to work on an individual basis and as a member of a team 

• Strong attention to detail and high level of data accuracy 

• Strong time management skills with the ability to meet multiple deadlines 

Physical Requirements

• Sitting

• Standing

• Walking

• Climbing

• Lifting up to 50+ pounds 

• Pulling

• Pushing

• Carrying

• Grasping

• Reaching

• Bending

• Visual Acuity

• Color Determination

• Speaking

• Listening

PAY SCALES (annual):

$47K for qualified workers, up to $52K for well-qualified, exceptional candidates.

BENEFITS:

• Virtual position (for this position)

• 3 weeks' vacation

• 9 Holidays

• 6 sick days

• Choice of 3 different medical and 2 dental plans to fit your budget and needs

• 401k

• PENSION PLAN

• Free or reduced Kaplan Prep courses and college tuition fees

• Discounts on many products and services

• And much more

*An equivalent degree abroad or acceptable experience in lieu of education: two years of experience for every year of formal education required

Location

Remote/Nationwide, USA

Employee Type

Employee

Job Functional Area 

Operations

Kaplan lnternational is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. If you require any adjustments or additional support within the recruitment process, please contact us directly. All positions with Kaplan are paid at least $15 per hour or $31,200 per year for full-time positions.  Compensation for specific positions are based on job level, skills, years of experience, and education, among other factors.  Additionally, certain positions are bonus or commission eligible.