Reservations Specialist

Reservations Specialist

Job Description

Department: Operations
Reports To: Director of Mission, Melissa Brookens
Schedule: Monday-Friday, 8:30 a.m.-4:30 p.m., with some flexibility
Weekend Requirement: Approximately one Saturday or Sunday per month
Location: Midwest Mission - Illinois Campus, with support for Iowa site reservations
Position Type: Full-Time, In-Person

Position Summary

The Reservations Coordinator serves as a key member of the Operations Team and is responsible for coordinating reservations, scheduling, communication, and administrative support for Midwest Mission's volunteer experiences, Mission in Motion off-site events, Illinois housing, Iowa volunteer reservations, and related operational needs.

This position requires strong attention to detail, excellent communication skills, a welcoming and service-minded approach, and the ability to manage multiple calendars, databases, and moving parts with accuracy and professionalism. The Reservations Coordinator is often one of the first points of contact for volunteers, churches, donors, and community partners and should represent Midwest Mission with warmth, clarity, patience, and mission-centered hospitality.

Essential Responsibilities

1. Mission in Motion Off-Site Event Coordination

The Reservations Coordinator is responsible for coordinating Mission in Motion off-site event reservations and supporting the preparation, communication, and follow-up needed for successful events.

Responsibilities include:

• Schedule and book Mission in Motion off-site events.
• Answer detailed questions about the Mission in Motion program, including event expectations, available projects, supplies, timelines, and logistics.
• Prepare and create labels needed for each off-site event.
• Send pre-event communication to booked event sites, including event instructions, supply information, expectations, and other needed details.
• Send post-event surveys to participating groups.
• Send thank-you communication following each event.
• Communicate with groups after shipments to share what items they donated or assembled, the date those items shipped, and where the items were sent.
• Lead volunteers in preparing, pulling, organizing, and packing supplies for Mission in Motion events.
• Lead volunteers in processing, checking, organizing, and returning Mission in Motion equipment after events.
• Maintain accurate records of Mission in Motion events, supplies, equipment, communication, and follow-up.

1. Volunteer Reservations

The Reservations Coordinator supports volunteer scheduling and reservations for both the Illinois and Iowa sites.

Responsibilities include:

• Coordinate volunteer reservations for the Illinois site.
• Coordinate volunteer reservations for the Iowa site.
• Communicate clearly with volunteer groups regarding schedules, arrival details, expectations, housing, meals, work projects, and other logistics.
• Ensure volunteer reservation information is accurate and entered into the appropriate systems.
• Work with staff to confirm volunteer capacity, project availability, and facility needs.
• Provide a positive, welcoming, and organized experience for volunteer groups from initial inquiry through follow-up.

1. Illinois Housing Reservations

The Reservations Coordinator manages housing reservations and room assignments for Midwest Mission's Illinois campus.

Responsibilities include:

• Coordinate reservations for the lodge, suite, studio, duplex, and campground.
• Assign rooms and housing spaces based on group size, availability, needs, and staff guidance.
• Communicate housing details, expectations, arrival instructions, and policies to volunteer groups.
• Coordinate cleaning follow-through after housing use.
• Communicate maintenance, cleaning, supply, or readiness concerns to the appropriate staff member.
• Maintain accurate housing calendars and reservation records.
• Help ensure housing spaces are prepared, welcoming, and ready for incoming volunteers.

1. Volunteer Leader and Shop Leader Scheduling

The Reservations Coordinator helps schedule and communicate with key volunteer leaders who support daily operations and volunteer experiences.

Responsibilities include:

• Coordinate reservations for Volunteer Leaders, including individuals or couples who stay on-site for two weeks or longer and work directly under staff to help lead volunteers.
• Schedule Shop Leader Volunteers for daily shop coverage in coordination with volunteer needs and the Shop Volunteer Coordinator.
• Communicate expectations, schedules, housing information, and role details to Volunteer Leaders and Shop Leader Volunteers.
• Maintain accurate records of Volunteer Leader and Shop Leader availability, assignments, and contact information.
• Coordinate with staff to ensure adequate volunteer leadership coverage.

1. Administrative Support for the Director of Mission

The Reservations Coordinator provides administrative support to the Director of Mission and assists with operational documentation and communication.

Responsibilities include:

• Prepare meeting notes and assist with follow-up items as requested.
• Assist with calendar management and scheduling.
• Prepare shipment documentation as needed.
• Support documentation and communication related to volunteers, events, partnerships, and operations.
• Maintain organized records, files, and shared documents.
• Assist with special projects as assigned by the Director of Mission.

1. Partnership and Supply Request Support

The Reservations Coordinator helps receive and route requests related to potential partnerships, donations, and supplies.

Responsibilities include:

• Receive initial inquiries from potential partners.
• Gather basic information regarding partnership requests.
• Route partnership requests to the appropriate staff member for review and follow-up.
• Receive supply requests and ensure they are documented and directed to the appropriate team member.
• Provide timely and professional communication to individuals or organizations making requests.

1. Fleet Record Administration

The Reservations Coordinator provides administrative support for Midwest Mission's fleet records.

Responsibilities include:

• Maintain organized fleet documentation and records.
• Track required fleet paperwork, inspections, registration, insurance, maintenance documentation, and related records as assigned.
• Communicate upcoming deadlines, missing documentation, or concerns to the appropriate staff member.
• Assist with keeping fleet files current and accessible.

1. Operations and Front Desk Support

The Reservations Coordinator supports daily operations and assists with general communication and donation activity during the workday.

Responsibilities include:

• Assist Operations with drop-in donations during the day.
• Serve as a backup for answering the main phone line.
• Answer basic questions regarding donation information, hours of operation, pattern requests, volunteer opportunities, and general Midwest Mission information.
• Direct callers, visitors, and inquiries to the appropriate staff member.
• Provide a welcoming and helpful experience for volunteers, donors, partners, and guests.
• Support team members with administrative or operational needs as assigned.

Required Skills and Abilities

The ideal candidate will demonstrate the following:

• Strong attention to detail and accuracy.
• Excellent phone etiquette and verbal communication skills.
• Strong written communication skills.
• Ability to listen well and ask clarifying questions.
• Patience and professionalism when assisting volunteers, donors, churches, and community partners.
• Strong organizational and scheduling skills.
• Ability to manage multiple reservations, calendars, and deadlines at the same time.
• Comfort using multiple databases, computer programs, calendars, spreadsheets, and communication platforms.
• Ability to learn new technology and systems.
• Respectful, kind, and team-oriented attitude.
• Ability to work independently while keeping supervisors and team members informed.
• Ability to follow through on details and complete tasks in a timely manner.
• Strong commitment to Midwest Mission's mission, values, and culture.
• Ability to maintain confidentiality when handling volunteer, donor, partner, staff, or operational information.

Qualifications

• Prior experience in scheduling, reservations, administrative support, volunteer coordination, customer service, hospitality, nonprofit operations, or a related field is preferred.
• Strong computer skills required.
• Experience with Microsoft Office, Google Workspace, databases, calendars, spreadsheets, or reservation systems preferred.
• Experience working with volunteers, churches, donors, or nonprofit partners preferred.
• Ability to communicate with individuals and groups in a warm, clear, and professional manner.

Physical Requirements

This position requires the ability to:

• Sit, stand, walk, bend, and move throughout the day as needed.
• Use a computer and phone for extended periods.
• Lift, carry, move, or organize items up to 25 pounds.
• Assist with volunteer preparation, supply organization, packing, and equipment processing.
• Move between office, warehouse, volunteer areas, housing areas, and other campus spaces as needed.

Work Environment

The Reservations Coordinator works in both office and operational environments. This role includes regular interaction with staff, volunteers, donors, churches, guests, and community partners. The position requires flexibility, teamwork, and the ability to shift between administrative tasks, volunteer support, phone communication, and operational needs throughout the day.

Expectations and Standards

The Reservations Coordinator is expected to:

• Represent Midwest Mission with professionalism, kindness, and hospitality.
• Communicate clearly, respectfully, and promptly.
• Maintain accurate records and follow established processes.
• Protect confidential and sensitive information.
• Work collaboratively with staff and volunteers.
• Support a Christ-centered, mission-focused, and service-oriented culture.
• Demonstrate flexibility during busy seasons, special events, and changing operational needs.
• Seek clarification when needed and communicate concerns early.
• Maintain a positive and helpful attitude when working with volunteers, donors, partners, and team members.

Other Duties

This job description is not intended to be a complete list of all responsibilities, duties, or skills required. Responsibilities may change based on organizational needs, staffing, volunteer schedules, and mission priorities. The employee may be asked to perform other duties as assigned by the Director of Mission or organizational leadership.

File Reference: S:/Human Resources/Reservations Coordinator NEW 11.30.2023

Benefits

• Family First Culture
• Working with volunteers - the most joyful people in the world
• Christ-Centered Environment
• Lots of Flexibility
• Bi-weekly pay
• Vacation - 2 weeks per year -10 days- no accumulation
• Personal Days- 3 days per year - no accumulation
• Sick Leave - 5 days per year allowed to accumulate up to 30 days
• Floating Holidays - 3 days per year - no accumulation
• Paid Holidays - 8 a year
• Christmas Break Off - 10 days - no accumulation
• $200 a month healthcare stipend
• Vision and Dental plans available
• $40 a month cell phone stipend
• 4% 403b company match
• Short Term Disability
• Flexible Spending Program