Senior Hotel Coordinator

Holiday Inn Club Vacations is searching for individuals who excel in their role and are committed to delivering an exceptional experience for our guests, owners, and team members.  We look for individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust, and respect, encourage success and build relationships?  We’re looking for people like this to join our friendly, engaged, professional team. 

POSITION DESCRIPTION:

This role is responsible for delivering exceptional customer service and support to marketing package guest across various channels, including phone and email. The incumbent will process bookings and cancellations, manage pre-arrival initiatives, and analyze booking reports to ensure accuracy and efficiency. This position also requires building strong relationships with internal and external partners, managing multiple booking platforms, and assisting with escalations and special projects. The ideal candidate will demonstrate strong organizational skills and the ability to multitask in a dynamic environment.  

ESSENTIAL DUTIES AND TASKS:

1. Process pre-arrival initiatives and complete all booking reports, analyzing and auditing mass booking reports.
2. Handle manual bookings and cancellations, addressing electronic booking failures promptly and accurately. Validate booking details across all platforms.    
3. Build and maintain relationships with internal and external partners via phone and email, providing inventory booking solutions.
4. Manage multiple inboxes and booking platforms (e.g., GDS, booking links, TSW/NEXT).
5. Assist with accommodation-related escalations through various platforms like MS Teams and phone calls.
6. Support management with special projects, including room moves, booking audits, and data cleanup.

 

This job description does not encompass all duties that the employee may be required to perform in this position. It is not intended to provide a comprehensive, step-by-step account of every procedure or task. The incumbent is expected to take on additional responsibilities as necessary to ensure the effective operation of the department.

EDUCATION

• High School Diploma or GED equivalent; higher education preferred

CERTIFICATES, LICENSES, REGISTRATIONS

• N/A

QUALIFICATIONS

• Minimum 2 years of call center experience.
• Excellent written and verbal communication skills.
• Knowledgeable in timeshare/hospitality.
• Flexible schedule, including evenings and weekends.
• Basic data entry and proficiency in Microsoft Excel and Word.
• Strong multitasking and organizational skills.
• Ability to work professionally with vendors and hotel groups.
• Capable of interacting with Holiday Inn Club Vacation leadership.
• A strong commitment to providing exceptional service and resolving issues effectively.
• Ability to meticulously review booking details and reports to avoid errors.
• Capacity to think critically and find solutions quickly, especially when dealing with escalations or booking issues.
• Ability to prioritize tasks effectively and manage time efficiently in a fast-paced environment.
• Ability to coordinate group reservations.
• Comfort with shifting priorities and the ability to remain calm and effective under pressure.

PHYSICAL DEMANDS:

Must be able to stand, walk, sit, climb stairs, and talk for extended periods of time.  Be able to lift 10 lbs. 

WORKING CONDITIONS:

The incumbent in this position spends most of the time in an air-conditioned office.  Incumbent must be flexible to adapt to immediate changing situations and environments based on staff and guests needs. Or in a virtual environment where it is the team members responsibility to ensure reliable internet connection.

WORK SCHEDULE/HOURS:

The typical schedule for this position is five days on and two days off. Flexibility is required to accommodate business operations and any changes in workload or staffing needs.