Resident Experience Leader in Melbourne

Journal Student Living Pty Ltd - Melbourne VIC

Journal is an inspirational place to work and a bold respected player in Australia's student accommodation market.

We create, design and manage first-class accommodation where students connect, thrive, and excel.

We're passionate about helping students take on the challenge of living in a new city and studying in a new place.

Our culture is dynamic, quick-paced and forward thinking.

We're all about excellence and collaboration - we love teasing out ideas, testing concepts and innovating, which requires staff to be flexible, nimble and receptive to diverse activities, projects and locations of work in our growing business.

Our properties offer students high-quality accommodation, jam-packed resident life programs and outstanding customer service.

Journal was established in 2017, and is currently developing a new portfolio of assets across Australia with 2,500 beds already under development across some of the best locations in Melbourne and Brisbane.

THE ROLE

The Resident Experience Leader plays a vital role in delivering exceptional student living experiences by leading and supporting the reception team.

Reporting to the Assistant General Manager, this supervisory position combines front-office reception, property management, and administrative oversight to ensure the smooth operation of our vibrant accommodation environment.

As the face of Journal, the Resident Experience Leader fosters meaningful connections with residents, promotes a welcoming community, and sets high service standards.

With responsibilities spanning resident engagement, administrative coordination, and team mentorship, the role demands adaptability, proactive problem-solving, and a passion for creating a positive and inclusive environment.

This position operates within a dynamic, fast-paced setting and requires flexibility to work on a rotating 7-day roster, including weekends.

It is an exciting opportunity to be part of an innovative team committed to growth, collaboration, and excellence.

KEY RESPONSIBILITIES

• Customer Service
• Lead the reception team in providing a warm, professional, and welcoming onboarding experience for all residents.
• Address resident inquiries and concerns promptly while mentoring the team to deliver outstanding service through coaching and support.
• Foster engagement by actively supporting resident activities and events and guiding the team on effective community-building practices.
• Cultivate meaningful relationships with residents to create a positive and inclusive community atmosphere.
• Set high customer service standards by providing training, feedback, and leading by example.
• Embodying our core values and taking the lead in promoting a positive atmosphere within the community while providing guidance to your team on upholding these values in their interactions with residents.
• Administrative Tasks
• Oversee daily reception and administration processes, ensuring smooth facility operations.
• Efficiently manage maintenance and facility requests from reporting to resolution.
• Coordinate under-18 requirements, including curfews and guardian communications, in compliance with Journal policies.
• Maintain accurate data in the property management system and ensure effective communication through multiple platforms.
• Facilitate mail and parcel management, property inspections, and incident reporting.
• Provide referrals and support services to residents as needed and ensure adherence to all standard operating procedures.
• Conduct room inspections, report outcomes accurately, and maintain a high standard of facility presentation.
• Focus on generating sales and reservations while identifying opportunities for ancillary revenue.
• Lead property tours, participate in marketing initiatives, and represent Journal at events such as open days and student intake periods.
• Maintain a comprehensive understanding of Journal's products and services to drive efforts and sales success.
• Additional Responsibilities
• Take on delegated duties to support the administrative and operational management of Journal properties.
• Collaborate with senior management to implement strategic initiatives and enhance service delivery.
• SELECTION CRITERIA

Qualifications

• Secondary School Certificate
• Customer service and/or Administration qualifications looked upon favourably
• Applicants must have a valid employment Working with Children Check

Experience

• Working as a part of a team and or autonomously
• Ability to perform a range of Administration tasks
• Reservation and Sales exposure
• Use of property management or booking systems preferred

Skills

• Effective time management
• Demonstrating adaptability and flexibility
• Natural interpersonal skills including the ability to relate to people from diverse backgrounds, and particularly young people
• Strong problem solving and organisational Skills
• Proficient in excel, word and other software packages
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