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Accommodation Officer

Posted on 2023-12-20


Greenwich, United Kingdom
Job Description
Twin Group is an award-winning provider of education, travel, work experience, accommodation, and employment services.  We offer a diverse number of life-enhancing services to our clients and every member of our team is essential in achieving this.

We are looking for an Accommodation Officer to join our expanding Operations Team in an engaging role. The Accommodation Officer is responsible for the end-to-end co-ordination and management of Twin’s accommodation offerings which includes homestay (host family), Local Homestay Organisers, student residences, hotels, and hostels. The Accommodation Officer will be responsible for ensuring a high level of quality and service is being offered to our international students whilst meeting all policies as outlined by the British Council, ISI and other accrediting bodies.

The Accommodation Officer is responsible for the timely, and suitable placement of students into accommodation, managing day to day student queries and dealing with accommodation problems as they arise and collectively working with the provider towards a suitable solution.

To achieve a wider database of suitable accommodation providers across Twin’s portfolio of schools.

To assist in the implement of systems and processes to streamline the booking procedures for both internal and external customers.

The nature of EFL is such that during certain times it will be extremely busy and work priorities will change, this role requires the postholder to understand that this is not a typical ‘9 to 5 position’ and requires flexibility - (Evenings, weekends etc.) as and when emergency situations arise.

  • Management of current database of all accommodation providers (host families, student residences, hotels, hostels etc.)
  • Ensuring all existing accommodation providers are annually visited and their records are kept up to date and in line with British Council / ISI criteria etc.
  • Continued review and assessment of all accommodation providers.
  • Using current software applications (MS Office package) and Twin school management systems (CLASS, Homestay Manager etc.)
  • Ensure students are placed in suitable accommodation (considering sharing requests, dietary requirements, cultural requirements etc.)
  • Ensuring all accommodation documentation is sent to students within agreed deadlines (confirmations, profiles etc.)
  • Meeting with students to ensure that there are no problems or complaints and responding quickly to any issues.
  • Deliver a timely efficient service and build excellent working relationships with all Twin’s customers. (internal / external.)
  • Review all current documentation to ensure all details are clear and concise and of a professional appearance and within approved marketing and operational guidance.
  • Monitor, record and report all feedback regarding accommodation.
  • Airport Meet & Greets (where necessary.)
  • Attend training to develop relevant knowledge and skills.
  • Adhere to TTI health and safety policy and other requirements relating to care of equipment and property.
  • Non-Standard standard working hours will be required.
  • Out of office emergency cover is required. (On a rotational basis)
  • Absence cover for all other members of the team.
  • Any additional needs of the accommodation and operations team.
  • Recruiting new host families and conducting inspections.
  • Maintaining regular contact with existing providers – annual re-inspections, telephone catch ups etc.
  • Ensuring all hosts are fully compliant (gas safety certificate, fire risk assessments, DBS Checks, References etc.)
  • Checking host family availability and keeping the operations team informed.
  • Work towards a loyalty and high-performance scheme for hosts.
  • Assist in the Long-term goal to develop a system whereas Homestay providers can manage their own availability and accommodation details.
  • Student Residences (including hotels & hostels)
  • Assisting in the research of new suitable student residences, hotels & hostels.
  • Placing students in residence where necessary
  • Monitoring check-ins and check outs in residence and sending out relevant information regarding the check in and check out process.
  • Conducting risk assessments.
  • Checking availability and keeping the operations team informed.
  • Annual review of accommodation (including prices, availability etc.)
Education /Qualification 
  • A level or equivalent
Skills and Experience
  • Previous experience in an administrative role (essential)
  • Experience of working to deadlines (essential)
  • Experience of working within an EFL environment (desirable)
  • Fluency in a second language (desirable)
Additional Information
Salary: £28,000 per annum 
Location: Greenwich
Contract:  Permanent - Full Time
Hours: Variable dependent on the business requirements.

The nature of EFL is such that during certain times it will be extremely busy and work priorities will change, this role requires the postholder to understand that this is not a typical ‘9 to 5 position’ and requires flexibility - (Evenings, weekends etc.) as and when emergency situations arise.

Benefits: up to 25 days annual leave + bank holidays + Birthday Day off, per year; Long service award, an extra days annual leave per year completed, up to 5 additional days; 5 days paid sick leave per year; Employee referral scheme, up to £500 per successful referral; Sabbatical Leave the right to request up to 1 months unpaid sabbatical leave; Season ticket loan of up to £1000 per year; Pension contributions; Career development opportunities; 2 volunteering days per year; ability to purchase an additional 3 days annual leave per year; Death in service benefit, including an Employee Assistance Programme.

Please Note:  
The successful candidate must be able to work in the UK. 
Twin is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment. 
Successful applicants will be required to undertake a standard or an enhanced disclosure via the DBS, depending on the role itself. 
  • All gaps in CVs must be explained satisfactorily.
  • Proof of identity and qualifications will be required.
  • Successful candidates will be required to complete a one-hour on-line safeguarding training prior to commencing employment.

We are dedicated to ensuring that all job applicants and members of staff are treated equally, without discrimination on the grounds of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, or age. 

Disability Confident Employer 
Disabled applicants should indicate in the Equality of Opportunity section of the application form if they wish their application to be given consideration under the Disability Confident scheme.  
If you are invited to interview, please advise the recruitment administrator what adjustment you would require at the interview in as much detail as possible to enable arrangements to be put into place.  
We ask all applicants if they want to be considered under this scheme.  By opting-in to this scheme, you are disclosing that you have a disability solely for the purpose of the interview guarantee and we will not assume nor infer that you wish to disclose or record your disability in any other way – including any reasonable adjustments you may need if you are employed. 

Access to Work Scheme  
You can apply for Access to Work if you need support to get back to work. 
You can apply using the online service or apply by phoning Jobcentre Plus on: 
Telephone: 0800 121 7479 
Textphone: 0800 121 7579 


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