Coordinator - Corporate Housing

Location: Truro
Salary: Up to £21,500
Position: Permanent
Hours: 37.5 Hours per week
Recruiter: CMA House
Posted: 04/10/2021

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

The Reservations specialty 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 specialty 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.

Reservations Speciality
Caseload management
Fulfil 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.
Liaise 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).

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 the guest has stayed.
Process all extensions with client, property, and guest.
Set up inventory units by organizing furniture, utilities, maid service etc. when required.
Escalate major service failures to management.
Provide escalation file level support for guest, client, property, and provider issues.
Liaise with finance to ensure provider invoices match the reservation and the system where necessary.
Disseminate relevant information to the accounting team for accounts payable and client billing as well.
Submit information to client, update system / database with accounting submissions.
Reporting & Data
Perform other activities such as reporting, additional location research etc.
Logging the information into database to track new orders.

Your Experience & Education (Required)
Bachelor’s degree or equivalent experience
Strong administrative experience
Your Experience & Education (Preferred)
1+ year of experience within corporate housing or a related industry, e.g. serviced apartments, extended-stay hotels, relocation management company, destination services provider
Your Additional Skills and Abilities
Demonstrated experience using Microsoft Office Suits/O365 in a business environment
Demonstrated experience learning & using in-house specialist systems
The ability to apply common-sense analysis to calculations e.g. to ensure prices are correct
Ability to work effectively in a team environment and without close supervision
Strong ability to prioritize and apply problem-solving skills
A client-focused approach
Ability to speak and write in English in all business communications
International travel experience, appreciation of cultural differences, and experience working in a global environment

The Dwellworks experience is driven with passion, hard work and integrity. We search for the team players, the go-getters, and the innovators who are hungry to learn. Best of all, we promote a relaxed, well-rounded environment where associates can explore and engage in extensive opportunities such as our associate led-committees (wellness, green, philanthropy, and fun). Here at Dwellworks, we want you to succeed, we want you to grow, and we want you to thrive!

Job Reference: COORD001544
Closing Date: 31/10/2021

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