Job: Guests Services Coordinator
FLSA Status: Hourly, Non-Exempt
Position Reports to: Area Manager
Work Location: Washington, DC
Positions Supervised: None
Responsibilities: The Guest Services Coordinator serves as an essential point of contact for current and potential clients seeking corporate housing need(s) within the region. The primary purpose of this role is to provide sales support to clients by preparing pricing and availability, facilitating new lease paperwork, and ensuring the highest level of customer satisfaction.
- Provide pricing and availability options while maximizing margins, including finding creative and innovative solutions to book a lead.
- Understand and learn each corporate apartment unit location, property amenities, directions for arrival, floor plans, and any other necessary knowledge to meet client needs
- Establish and maintain relationships with clients and properties
- Ensure clients meet pre-screening qualifications prior to move-in.
- Facilitate new client lease paperwork and ensure that the corporate apartment is ready for guest move-in
- Review corporate apartment reservation status daily to determine availability status
- Identify the vacant units that have highest priority to be leased for maximum profit
- Maintain accurate and current information in electronic files for client and supply partners, and apartment communities
- Complete timely and accurate data-entry into the company systems
- Distribute leads to preferred locator in the event that client does not meet qualifications
- Respond to client inquiries with a focus on booking as many leases as possible without jeopardizing the highest level of customer service to each guest
- Answer client questions related to pricing and corporate apartment options.
- Respond to and prevent customer service issues as they arise
- Call guests before arrival to answer any last-minute questions and/or provide any additional amenities
- Respond to customer questions regarding properties, move-in/out procedures
- Act as a liaison between the area market, Business Development Associates, and Client Services team members.
- Conduct 24-hour follow-up call with each guest
- Communicate to the guest that the work order has been completed
- Follow up with clients’ issues after issue has been resolved
- Monitor all existing client work orders to ensure that requests will be completed on schedule, communicate any delays in client work orders, and update with any add on requests for guest needs
- Communicate with the Home Services department/supply chain partners
- Perform monthly marketing duties as assigned by the area manager
Hours Worked: Monday-Friday: 8:30am-5:30pm
CWS Corporate Housing is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
