Introduction to International Student House and the Management Team
International Student House of Washington, DC (ISH) is a historic residential community located in the heart of the nation's capital. Founded in 1936, it provides housing, community, and support services to international graduate students, visiting scholars, and interns coming to the US for study and research.
Housed in three historic buildings near Dupont Circle, ISH can accommodate up to 100 residents at a time from over 70 countries. Its beautiful Tudor-style main building has welcomed residents from around the world for over 80 years.
The Challenge: Streamlining a Complex Housing Operation
With residents staying anywhere from 6 months to 1 year, coming from over 70 different countries, ISH faced immense complexity in managing housing operations and delivering services tailored to each individual.
The previous systems for housing assignments, billing, payments, and resident communications were increasingly cumbersome with 100 residents at a time. Staff spent hours on manual tasks instead of engaging with residents.
ISH needed an automated system that could handle variable lengths of stay, customized billing and payment plans, and multi-channel communications. Most importantly, it required a platform that could provide a personalized, supportive experience for each resident.
The search was on for an intuitive property management system that could optimize operations while enabling staff to focus on community building and supporting student success.
The Solution: Implementing the Booking Ninjas Platform
After reviewing several property management systems, ISH selected Booking Ninjas to optimize housing operations. The key deciding factors were:
- Automated booking for variable lengths of stay
- Multi-channel resident communications and ops
- Payment mechanisms for easy resident payment via the resident portal
- Monthly pricing and billing for residents
- Account balance rollover to current resident statements
Most importantly, Booking Ninjas provides tailored support through each step of the resident journey - from booking to billing and throughout their stay.
The executive director led the decision process with input from the ISH staff. After seeing a demo and discussing requirements, the team agreed Booking Ninjas was the right fit.
With streamlined operations and resident support tools, Booking Ninjas empowered the ISH team to focus on creating community and enriching the resident experience.
Onboarding and Integration
The Booking Ninjas team provided comprehensive onboarding and training for ISH staff. They explained how each role - admissions, resident advisors, facilities, and accounting - could use the resident portal to create a better user experience.
The admissions coordinator gained proficiency in managing bookings and automated waitlists. Resident advisors learned the resident portal and communications tools. Accounting customized billing rules, scheduled payments, and invoices.
Over a 2 month period, Booking Ninjas onboarded the system alongside ISH's existing processes. Resident data was imported into the new resident profiles.
Within the first month, ISH was conducting bookings and payments in the new system. The comprehensive onboarding ensured a seamless transition for residents as well.
Improvements
The implementation of the Booking Ninjas platform has brought about significant enhancements to ISH's housing operations and resident experience, addressing the challenges previously encountered and laying the groundwork for continued improvement.
Here are the notable improvements observed:
Streamlined Operations: The transition to Booking Ninjas has streamlined housing operations, reducing the manual workload for staff and bettering the ISH student house application process.
Personalized Resident Experience: Through the intuitive resident portal and customized billing options, ISH has been able to deliver a more personalized experience for each resident, catering to their individual needs and preferences with greater ease and flexibility.
Enhanced Communication: Multi-channel resident communications tools provided by Booking Ninjas have facilitated improved communication between staff and residents, ensuring timely updates, notifications, and support throughout the resident journey.
Improved Data Management: The platform's reporting and data analytics capabilities have empowered ISH to gain valuable insights into housing operations, resident preferences, and trends, enabling data-driven decision-making and strategic planning for the future.
Efficient Onboarding and Integration: The comprehensive onboarding and training provided by the Booking Ninjas team facilitated a seamless integration process, minimizing disruption for staff and residents alike and accelerating the adoption of the new system.
Focus on Community Building: With streamlined operations and automated processes in place, ISH staff have been able to dedicate more time and resources to community building initiatives, fostering a supportive and enriching environment for residents.
Strategic Planning and Growth: Booking Ninjas' automated reporting eliminates the need for time-consuming manual data compilation and analysis. With fully detailed reports readily available, ISH can make informed strategic decisions to optimize existing services and plan for future growth. The platform's scalability ensures that ISH can continue to adapt and thrive as its needs evolve.
By continuously striving for improvement and leveraging the capabilities of the Booking Ninjas platform, ISH remains committed to its mission of intercultural exchange and looks forward to enriching the resident experience for years to come.
Continuing to Enrich the Resident Experience
With streamlined operations and tailored support through Booking Ninjas, ISH is positioned for the future. Staff can devote more time to engaging with residents, planning events, and facilitating intercultural exchange.
Looking ahead, ISH plans to leverage Booking Ninjas' reporting and data analytics to gain insights that inform strategic decisions. Automated notifications and messaging will allow more personalized, timely communications with residents.
After over 80 years of welcoming international students and scholars, ISH remains committed to its mission of intercultural exchange. Optimized by Booking Ninjas, the team looks forward to enriching the resident experience for years to come.