Apply on Employer Site

Kaplan · 1 month ago

Regional Accommodation Coordinator

United States

Full-time

Hybrid

Mid Level

$47K/yr - $52K/yr

Kaplan is dedicated to helping individuals achieve their educational and career goals. The Regional Accommodation Coordinator will manage accommodation resources for students in North America, ensuring quality service and compliance with standards while providing exceptional customer service.

Corporate TrainingEdTechEducationTest and MeasurementTraining

Responsibilities

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

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

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

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

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

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

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

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

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

Qualification

MS OfficeCustomer serviceAdministration experienceFinancial acumenConflict resolutionCommunicationOrganizational skillsTime managementAttention to detail