Guest Reservations Coordinator

**OUR POSITION IN A NUTSHELL**:
As Guest Reservations Coordinator you will contribute to the management of corporate housing programs for corporate housing clients and may be in direct contact with guests/clients. The Guest Reservations Coordinator is expected to specialize in one specialty (Reservations or Post-booking/Guest services) and be trained when required to provide short-term cover for the other specialty. The focuses for both specialties are on customer experience, lead conversion, SLA compliance and accuracy.

The Reservations stream involves acting as liaison for the client in processing requests for housing, providing housing options, sourcing viable housing options in the marketplace, at times working with the external Destination Services Consultant network to locate such options, and confirming the final choice of housing by the guest.

The Post-booking/Guest services stream focuses on providing file level client & guest service once the reservation has been confirmed. This involves all daily customer facing tasks including the flow of move-in/move out paperwork, answering queries from clients and service providers, ensuring records are accurate, contributing to the invoicing process, and ensuring a best in class client and guest experience for the duration of their stay.

**WHAT YOU WILL ACCOMPLISH**:
**Reservations Specialty**
- Caseload management
- Fulfill requests for housing: take ownership of the customer experience from initiation through the reservation process and then smoothly handing over the file to Post-booking/Guest services to manage the rest of the process
- Accept new requests from client and confirming order receipt
- Liase between client and internal/external providers via internal/external systems
- Perform a needs assessment to ensure appropriate housing options are presented, to include hotel use and alternate approved locations
- Gather and present housing options, to include a search database for options, area research, and potentially working with DSCs; reach out to properties, hotels, CH companies, and/or private landlords to check availability, obtain pricing details, negotiate prices
- Initiate the reservation process when an option has chosen
- Hand over to Post-booking/Guest services
- Ongoing lead management: create leads from incoming calls and check status of pending leads
- Act as resource for traditional and alternative housing solutions to convert opportunities into move-ins
- If new properties/options are discovered, capture this information in the database involving Supply Chain

**Reporting & Compliance**
- Ensure adherence to Service Level Agreements
- Use relevant systems to optimize accuracy and maximize reporting capabilities.
- Adhere to customer and supplier rules regarding confidentiality and neutrality
- Utilize customer-specific software, if applicable
- Provide standard, basic reporting and tracking information to clients

**Client Focus**
- Partner with Sales and Operations on service escalations: recommending solutions, assuring prompt resolution
- Tour client/guest as needed
- Work with clients to promote future business
- Build effective relationships with internal and external customers to ensure effective, efficient and productive experiences for all employees, suppliers and clients involved in the account / transaction relationships
- Work with Sales team to provide a smooth and consistent flow of information to ensure a best in class client/guest experience
- Attends occasional client meetings / reviews / feedback sessions, which may require local, national or international travel
- Attend occasional industry-specific events (i.e., trade shows) as well as client events and hospitality functions
- Work within client’s business hours (special schedules)

**Teamwork**
- Assists with the training and coaching of new hires and fellow employees and therefore contributing to the team’s development, effectiveness and success
- Assists in identifying opportunities for improvement initiatives and streamlining processes
- Perform special projects and related duties as assigned

**Post-booking/Guest services Specialty**
- Liaise with the Reservation team to ensure all reservation and contact details for the client’s chosen option are correct
- Manage and execute paperwork and system entry, including the flow of move-in / move out paperwork (i.e., guest registration, letter of responsibility, arrival / departure instructions, property / vendor paperwork)
- Coordinate & conduct pre-arrival calls; ensure move-in procedures are delivered; resolve any move-in issues
- Follow up on Intent to Vacate notices and ensure move-out procedures are delivered; resolve any move-out issues such as damage claims
- Answer queries from guests / clients on an ongoing basis and action appropriately
- Partner as needed with internal teams, management, and supply chain providers
- Follow up with the property prior to guest’s arrival and after guest’s stay
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