ReBooking Coordinator- Guest Retreats

Retreats Rebooking Coordinator

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 groupsfrom 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 67 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 (20-30 hours a week) based in Southern California. On-site presence at Forest Home in Forest Falls as needed.

Essential duties and responsibilities:

• 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 67 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:

• 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 67 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