Student Experience Coordinator

The Hotel School Australia is a unique educational partnership between Southern Cross University and Mulpha Australia, a major stakeholder in the hospitality, tourism and hotel industry worldwide.

THSA develops future leaders in the hospitality, tourism, leisure and increasingly the luxury lifestyle sectors and does this by delivering a Bachelor of Business in Hotel Management and a Master of Business in Global Hotel Leadership inclusive of 4 nested courses to domestic and international fee-paying students.

SCU is registered as an Australian Public University and as a Provider of Education Services for Overseas Students (ESOS) with the Tertiary Education Quality and Standards Agency (TEQSA). The ESOS agency has enabled SCU to be registered on the Commonwealth Register of Institutions and Courses for Overseas Students (CRICOS). These registrations enable THSA to deliver the courses on behalf of the partnership to both domestic and international students.

Celebrating 35 years of operation in 2024, THSA operates across three states and four campuses and as a result has the largest national footprint of any hospitality, leisure and tourism program in Australia.

The position provides administrative support to the campus location and as required to the national campus network across four key areas including, Student Services & Administration, Academic Administration, Campus Operations and Student Engagement.

Student Services and Administration

Responsible standards for service delivery as measured in Student Experience surveys.

Orientation Services:

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• Assist in execution of Orientation-related services
• Respond to student and Customer Relationship Management enquiries
• Contribute towards achieving targets for student enrolment and re-enrolment
• General administrative duties including release letters and confirmation of enrolment.

Assist with document requests including but not limited to student address documentation, compliance and audits, transfers, deferrals, release requests, suspensions, refunds, extensions and re-enrolment processes.

• First point of contact to offer referral support and general advice to students, staff, and visitors
• Assists in reporting to key stakeholders, survey results, survey rectification program and student engagement levels
• Assist to ensure any identified gaps in policy and procedures are flagged and corrected.

Academic Administration

Assist study plan administration, timetabling, processing of advanced standing, record-keeping, subject and unit enrolment / re-enrolment, attendance reporting, special consideration, early exit administration and (student) change of major and unit approval request processing.

Operations

Measurably positive delivery of services including but not limited to stakeholder advice, referrals, request queues, campus presentation, stocktakes, satisfaction surveys, WH&S directives and supporting staff and student compliance to policy and procedure.

Student Engagement

Ensure coordination of student surveys, activities, events, orientation, weekly activities, and student communications is coordinated in a timely fashion.

Qualifications:

• Bachelor’s degree or equivalent work experience to sufficiently understand a higher education operation
• A WWCC clearance is required
• Desirable to hold relevant WHS and First Aid certification

Skills and Competencies:

• Excellent administration skills
• Strong Microsoft Suite and database management skills (preferably Dynamics 365).
• Pro-active and willing to anticipate tasks and work required, comply with established processes and identify internal areas of process improvement
• Ability to work independently and as an effective team member.
• High-level interpersonal skills with the ability to communicate effectively with individuals and groups from a range of cultural and linguistic backgrounds.
• Demonstrated ability to establish effective and productive working relations with a wide range of internal and external stakeholders.
• Proven ability to exercise a high level of diplomacy, discretion and confidentiality.
• A commitment to staff and student equity and cultural diversity within the workplace.
• A capacity for adaptability and flexibility in a rapidly changing environment.

Behavioural:

• Able to work under broad supervision.
• Efficient, accurate and competent.

We offer a workplace with a supportive culture, and range of company benefits, including discounted five-star hotel accommodation, supportive workplace, employment support assistance and learning and development opportunities.

In return, we offer a competitive salary and friendly and vibrant team environment to further enhance your career.

As part of the Mulpha Family, you can enjoy a range of benefits, including:

• Hotel and Dining Discounts
• Birthday Leave
• Lifestyle Platform with 400+ retailer discounts
• Salary Sacrificing / Financial Education and benefits
• Career Progression / Mulpha Academy / Study Assistance
• Wellbeing Hub/Healthcare Discounts / Employee Assistance Program
• Free Car Parking / Car Parking Discounts at some of our Offices / Venues

If the above sounds like you and you are ready for your next career move, please send an application telling us more about you. Ensure to include a brief cover letter outlining your suitability for this role, your employment history, and details of relevant industry experience, education or qualifications.

Only applications with a cover letter addressing the selection criteria will be considered.

Mulpha Education Group is an Equal Employment Opportunity employer with a focus on our employees. We treasure skills, expertise and commitment. We aim to attract, develop, motivate, reward and retain the best people in the industry.

A Working with Children Check is a condition of employment.

To learn more about The Hotel School, please visit our website http://www.hotelschool.scu.edu.au/.

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