About Us: Y Suites was created out of a vision to develop a premier student accommodation operator brand that puts student experience at the forefront of its mission. We were established in 2020 under Wee Hur Hospitality, a subsidiary of Wee Hur Holdings Ltd, and currently have a robust presence across Sydney, Melbourne, Adelaide and Canberra. Our portfolio includes six PBSA properties with a total of 4,084 beds under management and we are looking to expand further to become a leading operator in the Australian PBSA space.Job Description: We are seeking a dynamic and experienced Customer Service Manager for our new student accommodation property located in Redfern. The ideal candidate will have a proven track record of leadership and management in the Purpose-Built Student Accommodation (PBSA) space, and demonstrate strong expertise in operational management and providing exceptional customer service.Principle Responsibilities and DutiesCustomer CarePositive attitude that addresses inquiries with professionalism, showing a "We Care" attitude, particularly in understanding the education sector.Play a key role in fostering a welcoming environment for staff and residents, setting an example for staff.Proactively assisting and providing support for residents and team members in a timely manner, delivering exceptional service and exceeding expectations.Good understanding of the local area and services near the Y Suites Property to better assist residents.Contribute to building a positive culture within Y Suites, enhancing its appeal to current and future residents.ResidentsSurpass customer service standards, ensuring a positive and safe student experience.Achieve high rankings in the Student Satisfaction Survey.Maintain the delivery of quality accommodation that meets student needs. This includes working with inter-department and external vendors.Ensure that the resident documents are in order before checking in and that they meet all legal requirements to be a resident, paying the bond and fees.Provide exceptional after sales service once the student checks in.Help ensure that the check-in for residents is a great and smooth experience.Ensure that the students have a great check-out experience so that they would maintain goodwill with the property and be willing to recommend their friends to the building.Adhere to resident’s tenancy rights and privacy as outlined in the relevant RTA state law.Sales and MarketingConduct property tours and engage with potential tenants during the leasing process and ensure walk in leads get converted on the spot.Drive and support on-site renewal campaigns, proactively reaching out to residents for lease renewals and be responsible for hitting renewal targets.Collaborate with Sales & Marketing team to proactively market the property and ensure high occupancy rates.Build and maintain relationships with universities, agents, student associations and local vendors for partnerships.Plan and execute marketing activation events and assist with ad-hoc tasks.Assist to check that student documents are in order before checking in and that they meet all legal requirements to be a resident.Provide after sales service once the student checks in to the property.Maximise the financial performance of the property through maximising sales and reducing cost.Manage departmental operations effectively to meet budget targets.Oversee banking processes, ensuring security of company funds.Assist in reporting of monthly financial results to Head Office.Ensure accurate accounting in trust accounting software, with balance data daily. This includes the accounting of all resident-related accounts for rent and other charges, making sure that residents are charged accordingly when they check-out according to the exit inspection unit rates, ledger is in proper order and departed students balance are cleared.Manage arrears control and processes correctly and ensure that the SOP is being followed for arrears and bad debt management.Ensure that invoices are uploaded timely and sent to the head office / account departments timely and accurately.Human ResourcesHelp build a high-performing team through recruitment, training, coaching, and motivation.Provide staff with timely feedback in a professional and encouraging manner.Promote continuous improvement among the staff.Manage staff, including recruitment, training, and maintaining personnel records.SecurityEnsure the security and safety of the building, staff, and residents at all times.Manage access to keys and ensure secure data management.Ensure the accounting of all equipment and keys at the end of the day and that they are kept properly and safely.ComplianceEnsure adherence to Y Suites policies, Award conditions, and OH&S regulations.Ensure that the Property complies with all management agreements, leases, and contracts. This includes state requirements such as notices to entry, lease break fees etc and Workplace Health & Safety legislation and regulations.Systems & Property ManagementStay up to date, implement and maintain Company and Property policies and procedures to ensure smooth office operations, relying on team efforts for results.Ensure adequate management of Property Management Software.Organising and ensuring the inspection of apartments. E.g. Pre-arrival, routine, departures.Other DutiesUphold Y Suites' brand and policies.Proactively contribute ideas to improve service levels and profitability.Inform the Property Manager of any issues that could impact the organization.Perform any reasonable tasks requested by senior management or Property Manager.Act as Property Manager during their absence.RequirementsAt least three years in a customer experience role preferable in the Purpose-Built Student Accommodation or Hospitality space. Candidates from a serviced apartment or hotel background are also welcome.A positive can do attitude with a strong sense of responsibility and ownership.
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