Manager, Homestay Program, UCalgary Continuing Education

University of Calgary; Calgary; On-site; CAD 70,000 - 95,000; Full time

Job summary

The University of Calgary's English Language Program seeks a Full-time Regular Manager, Homestay Program to plan, administer and continuously improve student-centered accommodation services for English language learners.

You will recruit host families, evaluate suitability, arrange placements, and coordinate arrivals while maintaining strong partner relationships and ensuring compliance with standards and university requirements.

Qualifications

• Post-secondary degree or diploma in a relevant field.
• Fluency in Japanese for professional and business communication.
• Minimum 3 years of experience in international ESL or international education.
• Minimum 5 years in Japanese business environments with demonstrated success in supporting Japanese B2B clients.
• Minimum 5 years of customer service experience or equivalent.
• Valid Alberta driver’s license and ability to conduct site visits.
• Strong communication, interpersonal and customer service skills.
• Experience or training in conflict resolution and mediation.

Responsibilities

• Recruit and maintain host family pool for all terms and campaigns.
• Evaluate host family suitability via applications, interviews, visits, and police checks.
• Monitor host family performance and provide feedback.
• Match students with host families based on preferences and availability.
• Coordinate student arrivals and departures; support airport arrivals.
• Administer host contracts and keep information up to date.
• Provide after-hours emergency support and arrange alternate accommodations when needed.
• Build strategic relationships with partner universities and communicate program expectations to students.
• Deliver student orientation sessions and address concerns or disputes.
• Support host family engagement and retention.
• Lead staff, supervise and manage performance of Homestay Program team.
• Maintain databases, systems, and reporting tools; ensure privacy compliance.

Skills

Fluent Japanese

Customer service

Cross-cultural

Education

Post-secondary degree or diploma

Tools

Destiny One

PeopleSoft

e-Procurement

Job description

Description

The English Language Program (ELP) within Continuing Education is currently seeking a Full-time Regular Manager, Homestay Program.

Reporting to the Manager, Customer Service and Operations, the Manager, Homestay Program works closely with the Manager, Group Programs and collaboratively with ELP staff in a cross-functional environment. The Manager, Homestay Program is responsible for the planning, delivery, administration, and continuous improvement of student-centered accommodation services for English language learners, as well as developing and maintaining strong relationships with partner organizations.

Summary of Key Responsibilities

Homestay Operations

• Recruit and maintain sufficient pool of host families for all terms. Work with marketing to develop various host recruitment campaigns.
• Evaluate host family suitability through applications, interviews, home visits, and police checks.
• Monitor host family performance through evaluations and site revisits, maintain long term evaluation record and provide corrective feedback as required.
• Match students and host families based on preferences, availability, and suitability. Communicate the placement to host families and students in a timely manner.
• Coordinate student arrivals and departures. Support group student airport arrival.
• Administer host contracts and agreements. Ensure content of those documents remain current.
• Ensure homestay information on website, registration system, and promotional materials remain current and accurate.
• Provide after-hours emergency support for students and host families. Respond to homestay emergencies and arrange alternate accommodations when required.

Student and Client Support

• Build and maintain strategic relationships with partner universities to enhance student success and institutional alignment.
• Communicate program expectations, policies, procedures, and responsibilities to students regularly.
• Deliver student orientation sessions ensuring all important information was communicated and understood by students.
• Investigate and resolve student concerns, complaints, and disputes. Facilitate conflict resolution involving students and host families.
• Respond to crises and support students at risk through referrals and interventions.

Host Family Support & Engagement

• Serve as the primary point of contact for host families.
• Provide ongoing guidance, coaching, and support.
• Ensure host families understand program expectations and procedures.
• Deliver host family orientation sessions ensuring all important information was communicated and understood.
• Investigate and resolve host family concerns and complaints.
• Support host family retention and engagement.

Program Management

• Recruit, hire, train, supervise, coach, and manage the performance of Homestay Program staff.
• Schedule and run meetings with stakeholders within and across the teams regularly.
• Maintain and enhance homestay databases, systems, and reporting tools.
• Manage records retention and privacy compliance.
• Ensure compliance with Languages Canada standards and applicable government and university requirements.
• Monitor financial accounts, revenues, expenditures, host payments, and student fees.
• Assess market conditions and recommend fee and payment adjustments.
• Attend conferences and training to maintain industry connections. understand best practices and emerging trends and apply these to the program operations.

Qualifications / Requirements

• A post-secondary degree or diploma in a relevant field.
• Oral and written fluency in Japanese language for professional and business communication.
• Minimum of three years of experience in international ESL or international education sector.
• Minimum five years of experience working in Japanese business or professional environments and demonstrated success in supporting Japanese B2B clients.
• Minimum five years of customer service experience or equivalent combination of experience and training.
• Valid Alberta driver's license and ability to conduct site visit using their own vehicle.
• Demonstrated excellence in communication, interpersonal relations, and customer service.
• Experience and/or training in conflict resolution and mediation.
• Experience responding to emergencies and resolving crises by providing emergency support services.
• Demonstrated commitment to continuous learning and professional development.
• Strong organizational, administrative and time management skills with the ability to manage multiple priorities and meet deadlines.
• High level of accuracy and attention to details.
• Reliable team player who uses sound judgment, approaches matters in a professional and positive manner.
• Demonstrated cross-cultural sensitivity and experience working with clients of limited English proficiency.
• Strong proficiency with Microsoft Professional Office (Word, Excel, PowerPoint) email, and calendar.
• Experience with the University's core business systems PeopleSoft, e-Procurement, and Continuing Education Student Registration System (Destiny One) or other educational student information systems would be an asset.
• Experience as a homestay host or international student participating in a homestay program is an asset.
• Experience in supervising or leading staff is an asset.

Application Deadline: October 13, 2026

We would like to thank all applicants in advance for submitting their resumes. Please note, only those candidates chosen to continue on through the selection process will be contacted.

This position is classified in the Professional Career Band, Level 2 of the Management and Professional Staff Career Framework.

For a listing of all management and staff opportunities at the University of Calgary, view our Management and Staff Careers website.

About the University of Calgary

UCalgary is Canada's entrepreneurial university, located in Canada's most enterprising city. It is a top research university and one of the highest-ranked universities of its age. Founded in 1966, its 36,000 students experience an innovative learning environment, made rich by research, hands‑on experiences and entrepreneurial thinking. It is Canada's leader in the creation of start‑ups Start something today at the University of Calgary. For more information, visit ucalgary.ca.

The University of Calgary has launched an institution‑wide Indigenous Strategy ii' taa'poh'to'p committing to creating a rich, vibrant, and culturally competent campus that welcomes and supports Indigenous Peoples, encourages Indigenous community partnerships, is inclusive of Indigenous perspectives in all that we do.

The university's commitment to the Indigenous Strategy is evident through the oversight of 18 Elders serving on the Circle of Advisors and the many unit‑based circles working towards implementation of the strategy including the Faculty Advisory Circle and teams such as the Office of Indigenous Engagement, the Writing Symbols Lodge, and the Indigenous Research Support Team. Many Indigenous‑based events and processes are impacting curriculum, programming and polices at the University of Calgary.

As an equitable and inclusive employer, the University of Calgary recognizes that a diverse staff/faculty benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers that have been historically encountered by some people in our society. We strive to recruit individuals who will further enhance our diversity and will support their academic and professional success while they are here. In particular, we encourage members of the designated groups (women, Indigenous peoples, persons with disabilities, members of visible/racialized minorities, and diverse sexual orientation and gender identities) to apply. To ensure a fair and equitable assessment, we offer accommodation at any stage during the recruitment process to applicants with disabilities. Questions regarding diversity EDI at UCalgary can be sent to the Office of Institutional Commitments and requests for accommodations can be sent to People & Culture.

Do you have most but not all the qualifications? Research show that women, racialized and visible minorities, and persons with disabilities are less likely to apply for jobs unless they meet every single qualification. At UCalgary we are committed to achieving equitable, diverse, inclusive and accessible employment practices and workplaces and encourage you to apply if you believe you are right for this role.

We encourage all qualified applicants to apply, however preference will be given to Canadian citizens and permanent residents of Canada.