Resident Liaison Officer

1. Position Purpose

The Resident Liaison Officer acts as the main point of contact between students and facility for all accommodation-related services. The role focuses on managing day-to-day student interactions, addressing concerns, coordinating requests, and ensuring a smooth, positive residential experience. Working closely with client University teams, accommodation operators, and facility operations, the Resident Liaison Officer helps align service delivery with student needs, supports welfare-related matters, and assists in implementing value-added services. The position plays a key role in maintaining service quality, enhancing student satisfaction, and supporting efficient facility management operations.

2. Key Responsibilities

A. Student Engagement & Front-Facing Representation

• Serve as the day-to-day facility ambassador for students residing in accommodation facilities.
• Maintain visible, approachable, and professional presence across accommodation areas.
• Build positive relationships with students through responsive and respectful engagement.
• Handle routine student inquiries related to facility services or route them appropriately.
• Promote awareness of available accommodation services.

B. Management of Student Touchpoints

Identify, organize, and manage all student interactions linked to FM operations, including: Pre-Arrival / Opening Periods

• Support room readiness coordination prior to semester openings.
• Assist with move-in planning and accommodation readiness communications.
• Support induction / orientation relating to accommodation services.
• Coordinate readiness feedback with facility teams.

During Occupancy

• Follow up service requests affecting resident comfort.
• Coordinate communication during maintenance activities, shutdowns, or disruptions.
• Support room change / turnover related resident interfaces.
• Monitor recurring student concerns and ensure internal escalation.

Move-Out / Vacating Periods

• Support communication and coordination during room handback periods.
• Assist in smooth turnover planning.

C. Resident Experience & Student-Centric Culture

• Promote customer service excellence across facility site teams.
• Encourage respectful and service-minded interactions with students.
• Assist in developing service etiquette standards for frontline staff.
• Help operational teams understand student expectations and priorities.
• Support initiatives that improve residential experience.

D. Coordination of Additional Paid Services

Support setup, promotion, monitoring, and administration of optional resident services such as:

• Cleaning inside units
• Linen and towel services
• Laundry / dry cleaning support
• Transport / shuttle coordination
• Concierge-type convenience services
• Other approved value-added services

E. Support to Student Welfare Interfaces

In coordination with client University and appointed operators:

• Support accommodation-related welfare concerns linked to facilities conditions.
• Escalate sensitive matters appropriately.
• Assist with communication during special situations or incidents.
• Support student wellbeing initiatives where facility participation is required.
• Maintain confidentiality and professionalism at all times.

F. Reporting & Continuous Improvement

• Maintain records of student interactions, complaints, feedback, and trends.
• Prepare monthly service insight reports.
• Identify recurring pain points and recommend corrective actions.
• Track student satisfaction themes and service opportunities.
• Support audits, surveys, and service reviews.

3. Candidate Profile

Essential

• UAE National (Female)
• Bachelor degree or diploma in Business, Hospitality, Administration, Customer Service, FM, or similar
• Strong communication skills in Arabic and English
• Professional presentation and interpersonal maturity
• Strong organizational and coordination skills
• Ability to handle complaints calmly and diplomatically
• Computer literacy (MS Office, email, reporting systems)

Preferred

• Experience in hospitality, universities, student housing, customer service, or facilities management
• Experience dealing with multicultural communities
• Knowledge of FM/helpdesk processes

4. Competencies

• Customer focus
• Emotional intelligence
• Communication skills
• Cultural awareness
• Problem solving
• Ownership mindset
• Professional discretion
• Team collaboration
• Resilience under pressure
• Attention to detail

5. Working Conditions

• Site-based role within university accommodation environment
• Interaction with students on daily basis
• Flexible presence during key periods (move-in, openings, events, emergencies)
• May require occasional evening or weekend support during peak occupancy periods