Account Coordinator

Reports to: General Manager

Status: Exempt

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Job Summary:

The Account Coordinator serves as the inside sales contact for all potential clients. The Account Coordinator should have great telephone presentation, excellent grammar and writing skills, and be self-motivated, creative, and well organized. They should also be friendly, energetic and assertive as well. The primary responsibility of the Account Coordinator is to book extended stay business through a variety of lead sources in the timeframe required, and to consistently provide excellent customer service. The Account Coordinator must accurately gather and enter data in lead management databases and reservation systems. The Account Coordinator is required to meet and exceed budgeted revenue along with individual goals. The Account Coordinator should maintain professional relationships with clients as well as personnel at various properties, and with vendors.

**Please note, Mainsail Lodging & Development is a drug-free workplace. Pre-employment screening, to include a background test and drug screen, is required for all candidates offered a position.

Essential Functions

  • Handling prospective client inquiries for both personal and corporate travel
  • Educating potential customers on corporate housing and the benefits for their extended-stay accommodation needs
  • Build rapport, then qualify business thoroughly to gain a complete understanding of their needs, budget, decision making process, etc.
  • Reactive Sales: Reply to all incoming leads (RFH, OPPTYS, Web inquires, calls, etc.) with client and/or Oakwood staff and sell to the guest’s needs
  • Proactive Sales: Seek out new and repeat business through proactively calling on potential customers and past customers. Enter all sales efforts in Siebel in in a timely manner and activities to show the sales steps taken to win the business
  • Entering new leads/responding to leads in Siebel in a timely manner and entering activities to show the sales steps taken to win the business
  • Ensure that all data entry is complete, accurate, and updated as necessary
  • Creating attractive proposals/offers that sell to the client’s objectives and needs by offering features with benefits, use Oakwood’s PASSPORT to create selling aides and more
  • Follow up on all pending business in a timely manner using creative sales tactics to turn pending business into a lease
  • Negotiate rates and lease terms with clients
  • Understanding of competitors’ strengths and weaknesses and how to sell against them
  • Telemarketing calls to past customers and potential customers
  • Account maintenance – perform sales calls to maintain and strengthen relationships with existing customers (direct customers and 3rd party customers) and ask for referrals
  • Knowledge of market condition, economic development plans, relocating business, etc.
  • Attend networking events, tradeshows, and educational trainings/webinars
  • Develop full potential of business through total account penetration or share in this task with the Account Executive, if applicable
  • Sending turnover information to the Documents Specialists to prepare/manage all application and lease paperwork
  • Understanding of 3rd party relationships and how to maximize these partnerships
  • Inventory Management: Manage apartment inventory strategically to maximize profit and minimize expense caused by vacancy, assist in decisions to retain existing inventory
  • Risk Management: forecasting and evaluating the financial risk when taking additional inventory, offering rates, and special lease terms
  • Revenue Management: Knowledge of revenue management concepts, processes and strategies understanding of all expense associated with the cost of an apartment
  • Oakwood Worldwide – have a clear understanding on Oakwood to better assist your customers; Usage of Oakwood.com , Oakwood’s mobile application, Marriott Reward Points, Citrix and all systems available to Franchisees
  • Extended Sales Team (Oakwood) – Develop a strong relationships with Oakwood’s sales team to ensure a positive working relationship and assistance on sales tactics to help win the business.
  • Account Management – understanding of Oakwood’s accounts and special pricing, billing etc. that may be involved
  • Responsible for detailed knowledge of our portfolio of properties, as well as; surrounding areas, school districts, and other pertinent information
  • Contact apartment communities to locate inventory; secure units and understand all fees, terms and conditions, rules and required paperwork
  • Create and maintain a close working relationship with property leasing associates to ensure the optimum willingness to work with us, service our guests, and provide referrals.
  • Negotiate rents with property management and leasing staff
  • Set up new apartment communities in the systems
  • Provide property tours for prospective customers
  • Provide up-to-date information on pending business and sales reports as requested
  • Prepare and submit market availability to Marketing Coordinator for weekly email blasts
  • Responsible for maintaining customer service standards
  • Effectively handle customer service issues in absence of the Guest Service Representative
  • Assist with set ups and breakdowns when necessary (in absence of Service Coordinator)
  • Serve as backup for other team members and other markets, when necessary
  • Be accessible for after-hours emergency calls
  • Communicate with all departments to ensure that customer service needs and expectations are fulfilled
  • Create a positive atmosphere for guests and team members
  • Other duties as assigned

 

Qualification Standards

Education & Experience

  • An associate’s degree, or equivalent, is required
  • Excellent communication skills, both verbal and written
  • Ability to interact patiently, tactfully, and diplomatically with internal and external guests
  • Proficient in Microsoft programs (Word, Excel, Outlook)
  • Experience in other Microsoft programs a plus
  • Experience in corporate housing systems (Siebel, Oscar, ResidentCheck, PayLease) a plus, but not required

Physical Demands

  • Ability to sit or stand for extended periods of time
  • Ability to communicate clearly
  • Ability to lift, bend, and carry 20 lbs.
  • Corrected vision to normal range
  • Ability to work long hours as needed

Mental Demands

  • Make sound judgments quickly
  • Work on multiple tasks, making appropriate progress towards deadlines
  • Able to work independently, take direction and provide direction to others
  • Work with differing personalities within the office, the properties, guests, and the community
  • Maintain the highest degree of confidentiality
  • Ability to work effectively in stressful, high pressure situations
  • Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying and solving problems as necessary.

Career Information

Date Posted:
September 23, 2019

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