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.
Petroliam Nasional Berhad (PETRONAS) is a leading global energy company committed to powering society’s progress in a responsible and sustainable manner. With close to 50,000 employees and a global reach spanning over 100 countries, we are ranked among the world’s largest corporations by revenue in the Fortune Media IP Ltd’s 2022 Fortune Global 500® list.
As Malaysia’s national oil and gas company, we safeguard and manage the nation’s hydrocarbon resources to ensure national energy security and maximise value. We explore, develop and produce hydrocarbons as well as cleaner energy solutions. We have three core businesses, namely Upstream, Gas and Downstream, supported by Project Delivery and Technology division, which acts as an enabler. We recently launched Gentari, our new entity providing customers with cleaner energy and lower carbon solutions in three core offerings – renewables, hydrogen and green mobility alongside our core portfolio.
We remain committed to produce oil and gas in a differentiated manner, with focus on reducing carbon emissions and at competitive cost. Our hydrocarbon portfolio today is two-thirds gas, which puts us in an advantageous position as gas and Liquefied Natural Gas (LNG) will continue to play a vital role even as the energy system evolves. As one of the leading LNG players in the world, PETRONAS will continue to serve the global LNG demand.
As a responsible and conscientious global energy player, sustainability is at the heart of our business and how we operate. Our commitment to responsible business growth and positive contributions to society and the environment remains unwavering. Fuelled by our passion to be a partner for our customers in the journey towards a lower carbon energy future, every step we take brings us closer towards achieving our aspiration of Net Zero Carbon Emissions by 2050 (NZCE 2050).
