Account Services Coordinator

POSITION PURPOSE AND SUMMARY

Responsible for inside sales, lead qualification and scoring, and personalized account management services to large strategic accounts as assigned by Senior Director, Account Services Group.

MAJOR / KEY JOB DUTIES
• Account Services Coordinator is responsible for driving top line revenue of the entire ESA hotel portfolio using inside sales methods to identify and win new business opportunities, as directed by Senior Director, Account Services Group.
• Serves as the centralized focal point for lead qualification, scoring, prioritization and distribution for the sales force.
• Provides a high level of personalized service to significant regional and multi-regional accounts assigned by Senior Director, Account Services Group.
• Possess fundamental understanding of accounting, revenue management, guest relations practices and policies in order to effectively provide service in these areas.
• Other Duties as required

OTHER DUTIES

Sales Activities and Reporting:
o Conduct ESA sales pitches over the phone to prospective customers, as assigned by Senior Director of Account Services
o Receive inquiries from 800# and Website Directed to Sales; book business directly or refer to Sales Rep or Property Management as appropriate
o Collect leads surfaced throughout the organization, qualify and score the leads based on defined preset parameters, and assign the lead to an appropriate sales rep
o Follow up on leads when appropriate, acting as the sales rep for the business
o Review and understand the metrics and data included in a variety of reports, such as STAR Report, daily ops report, hotel lists, in-house guest lists, and arrivals reports to ensure maximization of revenue
o Use the CRM software platform as primary resource for documenting sales and lead generation activities
o Assist Sales, Marketing, Operations, and Revenue Management in performing additional projects, as needed
Customer Service Activities:
o Provide additional personalized services to an assigned set of the organization's significant regional and multi-regional accounts, such as account and billing setup, booking over the phone, and management of customer service issues
o Provide feedback to Senior Director, Account Services Group and sales reps on any systemic, recurring or other problems that may threaten the loyalty of their owned accounts
o Work cooperatively with various departments within ESA corporate structure, with the hotel management and field sales to resolve problems, capture bookings, add value to the relationship with assigned clients

Shift: 8:30am - 5:30pm EST

MINIMUM QUALIFICATIONS
• 4-year college degree from an accredited institution, preferred.
• Must be able to work a flexible schedule to include infrequent evening and/or weekend meetings.
• Must have a valid driver's license and reliable transportation.
• Excellent verbal and written communication, effective listening and presentation skills.
• Must be proactive and knowledgeable of creative sales maximization skills to fulfill a hotel's need dates, seasonality, patterns, or strategic objectives.
• Must be self-motivated with strong time management skills and keen abilities to set and achieve priorities.

PREFERRED QUALIFICATIONS
• Hotel administration or sales experience a plus but not required (preferably in the extended stay niche).
• Strong problem solving skills, ability to effectively manage multiple tasks simultaneously, function well under pressure, delegate effectively, and ability to remain positive and constructive under stress.

KNOWLEDGE, SKILLS, ABILITIES & COMPETENCIES

LANGUAGE SKILLS:
• Ability to speak effectively before customers and employees of organization.
• Ability to effectively present information in one on one and small group situations to customers, clients, and other employees of the organization.
• Fluent in the English language.

COMPUTER SKILLS:
• Ability to create and modify basic documents in Microsoft Word, Excel and Power Point. Must be able to use Microsoft Outlook for e-mail and use the internet for client research.
• Must become a subject matter expert in all internal computer programs used for sales such as CRM, Lanyon, SharePoint, etc.

MATHEMATICAL SKILLS:
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.