Senior Executive (Student Accommodation)

Job Purpose

Oversee, administer and execute residential operations within the assigned scope by supporting hostel occupancy planning, room inventory, accommodation registration, room allocation, check-in and check-out processes, guest accommodation arrangements, customer experience activities, and operational reporting. The role serves as the operational focal point to monitor residential data, coordinate stakeholder requirements, facilitate service delivery, recommend improvement actions, and support the Residential Management Department in achieving occupancy optimisation, revenue sustainability, service excellence, student wellbeing, compliance and data-driven operational improvement objectives.

Key Accountabilities:

Accommodation Operations & Occupancy Management

Oversee, administer and monitor hostel occupancy planning, room inventory, room allocation, room transfer, extension, check-in and check-out processes for students and residents within the assigned scope. Analyse occupancy trends, room availability and utilisation rates, recommend corrective actions to improve occupancy, and ensure accommodation operations are executed in a timely, accurate and customer-focused manner in support of departmental occupancy and revenue targets.

Residential Administration & Record Management

Administer and coordinate student accommodation registration, accommodation agreements, documentation and residential records to ensure complete, accurate and up-to-date data for operational reference, emergency response, reporting and management decision-making. Coordinate accommodation arrangements during semester transitions and ensure all processes are implemented consistently in accordance with approved procedures and service standards.

Other Residential Accommodation & Revenue Support

Coordinate and administer non-student and guest accommodation arrangements, including bookings, room availability monitoring, accommodation support for university events, and liaison with relevant stakeholders. Support revenue optimisation initiatives by maintaining accurate booking records, updating occupancy status, coordinating proper charging processes and optimising utilisation of available residential spaces.

Customer Experience & Residential Service Excellence

Facilitate and coordinate front-line handling of accommodation-related enquiries, complaints, inspections and service reviews to enhance resident satisfaction and the overall residential living experience. Monitor customer feedback, identify recurring service issues, recommend improvement actions, and support initiatives that promote student wellbeing, inclusion, engagement and a conducive residential community.

Reporting, Analysis & Operational Improvement

Prepare, monitor and analyse occupancy, utilisation, customer satisfaction and revenue-related reports to support management review and departmental performance monitoring. Highlight trends, gaps and improvement opportunities, and coordinate follow-up actions to enhance operational efficiency, cost effectiveness, service quality and achievement of Residential Management objectives.

Qualification & Experience:

• Bachelor's degree in Business Administration, Management, Hospitality, Facilities Management, Estate Management, Social Sciences, or any related field.
• Minimum 5 years of relevant experience in residential operations, accommodation management, student services, hospitality, customer service, facilities administration, or related operational functions.
• Experience in room allocation, occupancy monitoring, accommodation records, customer enquiries, complaints handling, service coordination, or operational reporting will be an added advantage.
• Good understanding of daily operations, service delivery, record management, basic compliance requirements, and stakeholder coordination.
• Good communication, interpersonal, problem-solving and reporting skills.
• Proficient in Microsoft Office, Power BI or relevant digital systems, with the ability to maintain accurate data, analyse operational trends and prepare reports.