Retreats Booking Coordinator

JOB SUMMARY To serve the Lord by advancing Forest Home’s mission through results-driven sales, proactive relationship building, and exceptional guest hospitality. The Retreats Rebooking Coordinator plays a critical role in driving Guest Retreat revenue and occupancy by converting groups who have come on-site into confirmed, contracted, and deposited future bookings. The Retreats Rebooking Coordinator owns the rebooking pipeline for returning Guest Retreat groups—from the first post-retreat call through a signed contract and received deposit. Through persistent outbound outreach, confident pricing conversations, and disciplined follow-up, this role secures future dates, grows year-over-year retention, and helps more groups return to Forest Home for transformational experiences that lead people closer to Jesus. The Retreats Rebooking Coordinator serves as the primary sales contact for returning groups, balancing measurable sales performance with ministry-minded relationship care. This role requires ownership of rebooking conversion, revenue goals, outbound activity, contract and deposit closing, CRM pipeline management, and sales reporting, while partnering with internal staff and housing to ensure every group has a great stay. Working under the direction of the Senior Director of Sales & Marketing, this role is expected to: Drive Guest Retreat revenue by converting groups who have come on-site into confirmed future bookings Meet or exceed monthly and annual rebooking, conversion, and revenue goals Proactively sell through consistent outbound calls, emails, and touchpoints, guiding each group through the rebooking pipeline in approximately 6–7 touchpoints Close every booking by delivering contracts and following up until contracts are signed and deposits are received on time Manage tentative holds strategically, turning holds into contracted dates and maximizing calendar occupancy Navigate pricing, date, and value conversations with confidence, hospitality, and financial stewardship Maintain an accurate CRM pipeline and provide weekly sales reporting and forecasting Reflect Forest Home’s mission, values, and Christ-centered culture in every guest interaction and internal partnership This is a part-time, non-exempt position (30-35 hours per week) based in Southern California. Regular on-site presence at Forest Home in Forest Falls is required. ESSENTIAL DUTIES AND RESPONSIBILITIES: Primary Sales Focus Rebooking Sales: Lead Guest Retreat rebooking by following a structured cadence of post-retreat calls and emails, asking every group for their next retreat dates Pipeline Ownership: Guide each group through the entire rebooking pipeline, with approximately 6–7 touchpoints from start to finish, and move every deal toward a close Revenue Growth: Meet or exceed monthly and annual rebooking and revenue goals, and contribute ideas to help the team exceed them Urgency and Persistence: Work with urgency and persistence to reconnect with groups while their retreat experience is still fresh Re-engage Past Groups: Review historical guest data and proactively call past retreat groups who have not rebooked to win back their business Upselling and Growth: Identify opportunities to grow returning groups through additional nights, larger headcounts, upgraded lodging, or additional retreat dates Cross-Program Sales: Identify opportunities to introduce Guest Retreat groups to other Forest Home programs Site Tours: Provide on-site tours for returning and prospective Guest Retreat groups as a sales tool to secure bookings Sales Collaboration: Work closely with the team member handling inbound Guest Retreat sales to ensure smooth handoffs and consistent communication Performance Metrics & Accountability The Retreats Rebooking Coordinator is responsible for measurable contribution to Guest Retreat retention and revenue growth. Performance will be evaluated based on the following standards: Achieve and sustain monthly rebooking conversion rates for groups who have come on-site Meet assigned revenue and booked-nights goals for Guest Retreats Track and review weekly conversion performance, pipeline health, and booking progress with leadership Maintain active deal movement within assigned CRM pipelines and ensure no qualified opportunity sits stagnant beyond defined follow-up windows Maintain accurate forecasting visibility based on current deal stages Required Sales Activity Standards Complete a minimum number of outbound calls and outbound email/SMS touchpoints per business day, prioritizing active pipeline opportunities Contact every group after their retreat within a defined post-retreat window Respond to all group emails, calls, and inquiries within 24 hours Maintain a structured follow-up cadence of approximately 6–7 touchpoints per group Stay on top of email and phone communications to make sure no group or inquiry falls through the cracks Closing: Contracts and Deposits Contract Delivery: Prepare and deliver Guest Retreat contracts promptly once dates are agreed upon Closing Follow-Up: Follow up consistently with group leaders until all contracts are signed and returned Deposit Collection: Ensure all deposits are turned in on time, tracking outstanding deposits to keep every booking moving forward on schedule Tentative Holds: Convert tentative holds into contracted bookings, following up before holds expire so dates are either confirmed or released for resale Status Visibility: Keep leadership informed of unsigned contracts, outstanding deposits, and at-risk bookings Objection Handling & Revenue Stewardship Demonstrate confidence in pricing conversations and clearly articulate the value of a Forest Home retreat Identify common objections and barriers to rebooking (pricing, dates, attendance, budget) and adjust communication strategies accordingly Offer alternative dates and solutions to keep groups on the calendar rather than losing the booking Protect revenue by exploring full-rate options before offering discounts or concessions, and apply approved discounts accurately Hospitality & Call Experience Standards Communicate with warmth, joy, and genuine enthusiasm in every phone and email interaction Approach outreach with urgency, persistence, and genuine care Avoid rushed, dismissive, or transactional communication Represent Forest Home with professionalism and spiritual maturity Scheduling & Logistics Coordination Group Scheduling: Keep track of group dates, scheduling, and all the moving pieces to make sure everything fits together seamlessly Internal Coordination: Coordinate with internal staff and housing to make sure logistics are smooth and groups have a great stay Problem Resolution: Coordinate internally to resolve booking, scheduling, and housing issues efficiently Program Sales & Reservations Support Program Sales Support: Provide flexible support to program sales efforts by assisting with outreach, follow-up calls, or administrative tasks as needed Outbound Calls: Make occasional outbound calls related to program registrations, interest follow-ups, or confirmation needs Guest Guidance: Help move prospective guests through the decision-making process by answering questions and directing them to the appropriate team member when needed Seasonal Support: Assist with summer and winter camp preparation and provide backup support for reservations or sales teams during high-volume periods CRM & Sales Reporting CRM Documentation: Log all calls, emails, notes, and outcomes accurately in the CRM Pipeline Tracking: Move groups through defined deal stages in the CRM and track follow-ups and next steps so opportunities are not missed CRM Hygiene: Demonstrate disciplined CRM hygiene (no missing notes, incomplete deal stages, or unlogged calls) Sales Reporting: Provide weekly reporting on outreach activity, conversion, revenue, and contract and deposit status Data Analysis: Analyze booking and rebooking data to identify trends among returning and non-returning groups and share insights with leadership Sales Strategy & Process Improvement Identify patterns among groups who do not rebook and provide feedback to leadership Proactively identify bottlenecks in the rebooking process and recommend improvements Continuously evaluate outreach cadence effectiveness and suggest adjustments to improve conversion Think strategically about guest lifecycle, retention opportunities, and cross-program engagement Training and Professional Development Property Tour: Complete a guided tour of Forest Home with a member of the Guest Retreats team during onboarding to learn lodging, meeting spaces, and facilities Call Review: Participate in ongoing sales training and call review sessions with the Senior Director of Sales and Marketing Skill Development: Implement coaching feedback and actively pursue improvement in sales communication, objection handling, and closing Tools and Reporting: Show initiative in learning CRM reporting tools, Excel dashboards, and performance tracking QUALIFICATIONS: The requirements listed below are representative of the knowledge, skill, and/or ability required. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Faith & Character Support Forest Home's mission and values Signed statement of faith Ability to pray for others both in-person and on the phone Participate in staff spiritual activities Christ-like attitude and servant heart Education and/or Experience Bachelor’s degree preferred Demonstrated success in sales, preferably group sales, hospitality sales, or event booking Track record of meeting or exceeding sales or revenue goals Ability to interact professionally with church leaders and group organizers Self-starter, energetic, empathetic, and enthusiastic professional History of building strong relationships with a variety of individuals Professional Skills Excellent communication (written, verbal, and phone) Confident making outbound sales calls and asking for the booking Skilled at handling objections and navigating pricing conversations Strong closing skills and persistence with contracts, deposits, and deadlines Independently organize workload, follow-up schedules, and sales priorities Demonstrate personal accountability for sales results Strong working knowledge of CRM systems (HubSpot or similar) Proficient in Microsoft Excel (filters, sorting, basic formulas; pivot tables preferred) Comfortable learning and implementing new software tools Detail-oriented with good organizational skills Ability to multitask in a fast-paced environment Work Style Professional appearance and attitude Self-motivated and flexible Strong teamwork abilities Excellent customer service skills Flexibility and willingness to perform a variety of tasks Availability Regular, timely attendance Ability to work a consistent 30-35 hour weekly schedule Regular on-site presence at Forest Home in Forest Falls, including availability to give tours to groups Occasional evening or weekend availability as needed Interpersonal Ability to relate to all types of individuals in a gracious manner Gracious manner and integrity Ability to streamline processes

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform essential functions of this job. Reasonable accommodations may be made to enable individuals with a disability to perform the essential functions. While performing the duties of this job the employee is regularly required to stand, walk, and sit. Requires mild physical work; some lifting, pushing, or pulling of objects over 20 pounds. Requires visual acuity to read words and numbers and speaking and hearing ability sufficient to communicate in person. Reasonable efforts are made to accommodate disabilities. This job description will be reviewed periodically as duties and responsibilities change with business necessity.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Work involves moderate exposure to unusual elements such as extreme temperatures, dirt, dust, fumes, smoke, unpleasant odors. The noise level in the work environment is usually moderate but can be loud at times. FOREST HOME EMPLOYMENT STATEMENT: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. All terms and conditions of employment, duties, and responsibilities are subject to the Forest Home Employee Handbook. FOREST HOME CORE VALUES Surrender to Christ (Romans 12:1-2) Abide with the Lord daily through study of His Word and prayer Surrender to the Lord daily through obedience to His Word Worship the Lord with the Forest Home Community Commit to grow in your faith through regular attendance at a local church Prioritize God, Family, and Work appropriately Be prepared to share your testimony with staff or guests. Walk in Biblical purity (1 Timothy 4:12) by rejecting one’s sinful nature Love (I Corinthians 13) Display the fruit of the Spirit: love, joy, peace, patience, kindness, goodness, faithfulness, gentleness, self-control (Galatians 5:22) Be respectful to others Demonstrate compassion Serve (Philippians 2:3-11) Give generously to God and others through time, talent and treasure Seek to put others’ needs above your own Demonstrate humility in both spirit and deed Actively look for ways to serve Walk in Integrity (Titus 2:11-12, Proverbs 4:23-27) Show loyalty to others, even when they are not present Do the right thing, even when others are not present Extend trust and seek to believe the best in others Ask for forgiveness quickly when necessary Be truthful and transparent with others Strive for Excellence (Colossians 3:23-24) Demonstrate accountability with time and resources Request and receive training Desire to improve, and challenge others to do the same Commit to exceeding guest expectations Refuse mediocrity Engage in Community (I Thessalonians 5:11-13) Seek first to understand before being understood Communicate clearly, empathetically and respectfully Work through conflict Biblically (Matthew 18-15-17) Participate in intentional and purposeful community activities Partner with teammates for the goal of unity and team effectiveness Play and appreciate “campy” fun Faithfully pray for one another Innovate (Ephesians 3:20-21) Dream Big Proactively seek solutions Think outside the box Dream, plan and execute new ideas Acknowledge and trust that all things are possible through Jesus Christ our Lord (Matthew 19:26)