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 construction in some of the best locations across Melbourne and Brisbane.
The Assistant General Manager is a key leader within Journal's management team, overseeing the seamless operation of a brand-new, state of the art 450 bed facility in Carlton – Campus House. As part of the exciting pre-opening team, this role is instrumental in setting the tone for excellence in service delivery and creating a vibrant, inclusive student community from day one.
You’ll manage a team responsible for a diverse range of duties, including customer service, administration, and maintenance, while also supporting Sales and Student Life. With operational and commercial responsibility, the Assistant General Manager will be at the forefront of building an outstanding student living experience, driving innovation, and fostering a sense of belonging for residents. This role is pivotal in upholding Journal’s reputation for quality and customer satisfaction, contributing significantly to the organisation’s growth and success as it continues to redefine the student accommodation experience.
KEY RESPONSIBILITIES
Management of Operations:
Provide strong, supportive leadership, setting standards for staff performance.
Oversee daily reception and administration operations, resolving issues promptly.
Coordinate critical timelines such as student arrivals and departures.
Collaborate regularly with Maintenance and Cleaning Contractors to ensure facilities meet high operational standards.
Work closely with the Student Life team to support events and welfare initiatives.
Develop, review, and enhance policies and procedures to improve operational efficiency.
Ensure compliance with legislation, including the Residential Tenancies Act and Privacy Act.
Provide strategic and policy advice on operational and commercial matters to enhance the student experience.
Maintain Occupational Health and Safety (OHS) standards for staff and residents.
Student Experience:
Enhance student retention by fostering a positive and engaging living environment.
Build a secure, inclusive community culture celebrating diversity, respect, and academic engagement.
Customer Service Standards:
Set and maintain high standards for customer service, ensuring student satisfaction.
Manage service delivery processes, including complaints and service recovery.
Drive initiatives to meet and exceed customer satisfaction targets (e.g., NPS survey scores).
People Management:
Recruit, train, and retain high-performing staff through robust performance management and professional development programs.
Develop comprehensive training frameworks and ensure timely onboarding of new hires.
Implement effective communication and engagement strategies for staff and students.
Finance:
Oversee facility revenue, expenses, and budgeting processes to ensure financial targets are met.
Report monthly against key performance indicators (KPIs), including occupancy, yield, and cost management.
Identify new business and marketing opportunities to maximise revenue.
Be responsible for outstanding arrears, reporting on aging accounts whilst managing bad debt within the Journals rules and guidelines.
Technology:
Ensure alignment of software systems and internal processes with a focus on enhancing the student experience.
Maintain and troubleshoot facility technology to support smooth operations.
Reservations:
Oversee the booking process, ensuring all steps are accurate and efficient from registration to confirmation.
Maintain clear and timely communication with residents throughout the booking journey.
Ensure accurate preparation and administration of booking documentation.
Coordinate pre-arrival communication to provide residents with essential information and a seamless onboarding experience.
Review and Excellence:
Drive continuous improvement by regularly reviewing and streamlining operational practices.
Implement innovative solutions to strengthen service delivery and efficiency.
Compliance:
Adhere to all Journal policies and processes, ensuring compliance with standards and procedures.
SELECTION CRITERIA
Qualifications:
Relevant degree and/or post-graduate studies in a discipline such as Business Management, Hospitality, Commerce and/or substantial senior experience in managing a student accommodation facility.
The successful applicant will need to complete a employment Working with Children Check prior to commencement.
Experience:
Extensive experience managing facilities, including human resources, residential properties, and tenancy agreements.
Proven success in developing and operating residential facilities in student accommodation, hospitality, or property sectors.
Demonstrated ability to work effectively with young adults and international students in higher education settings.
Leadership experience in managing staff to deliver exceptional customer service and student experiences.
Skills:
Expertise in contemporary service delivery, with an understanding of emerging trends and innovations.
Strong leadership and team-building capabilities in a customer-focused environment.
Proficiency in technology and information systems to enhance service outcomes.
Exceptional communication, negotiation, and problem-solving skills.
High levels of initiative, adaptability, accountability and motivation in a fast-paced environment.
Commitment to cultural awareness, diversity, and inclusion.
Strong organisational skills with the flexibility to work outside normal business hours (if required)
For more information or a confidential discussion, please contact:
James Sharrock
Head of Operations
Email: james.s@journalstudentliving.com.au
We look forward to hearing from you!
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Management and Manufacturing
Industries
Real Estate
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