Reservations Coordinator

Remote

Full Time

Remote

Mid Level

Company Overview
Furnished Quarters, a privately owned LGBTQ+ diverse, is a unique player in the short-term housing industry, boasting over 24 years of experience in alternative accommodations. As one of the largest independently owned companies, we offer diverse housing options for business and leisure travelers, setting us apart from the competition. Our commitment to providing an exceptional assortment of inventory and best-in-class service ensures our guests enjoy an elevated home-away-from-home experience.

Company Culture
At Furnished Quarters, we sit at the exciting intersection of travel, hospitality, real estate, lifestyle, and design. Our five Core Values are Challenge, Collaboration, Care, Career, and Community. We thrive on interesting challenges, celebrate collaboration, and deeply care about people, diversity, and inclusion as a certified LGBTQ+-owned business. We support every employee in their career growth and development and foster a community where people feel comfortable being themselves and finding fulfillment in their work. Maintaining a healthy work-life balance is not just encouraged but prescribed. Here, every person can define their own processes and work in an entrepreneurial environment where every voice is important. Work with us and find out what it means to #StayDifferent.

Job Purpose
As a Reservations Coordinator, your primary responsibility is maintaining accurate and current information across all Furnished Quarters systems. This function is critical as it directly impacts the inventory available for the Reservations and Sales teams to sell in our core markets. In this role, you will offer administrative support to the Sales, Reservations, and Global Solutions departments. You will perform tasks like inputting reservations, checking and updating the FQLive property management database, and overseeing the Notice-to-Vacate process.

To excel in this role, you must have excellent customer service skills and be adept at accurately working with multiple systems. Confirming reservation details and communicating them to the relevant departments is crucial. When interacting with clients on the phone, connecting with them using an upbeat and friendly demeanor is vital. You can achieve this through a positive tone of voice and active listening skills to address their queries effectively. Establishing rapport with clients is essential to build a connection with them, and a cheerful personality can leave a lasting, positive impression. Additionally, you must write and send professional, friendly business emails that convey information accurately and present a positive company image

Monday-Friday 9AM-5:30PM EST

Essential Functions

Reservation Management

Ensure accurate and up-to-date information is maintained across all Furnished Quarters systems, directly impacting inventory availability for Reservations and Sales teams in core markets.
Provide administrative support for guest reservations across Sales, Global Solutions, and Reservations departments.
Manage guest reservations with precision and accuracy, including inputting and updating information in the FQ Live Property Management database, SalesForce, and OSCAR, handling changes such as extensions, early departures, rate adjustments, and other modifications.
Oversee the Notice-to-Vacate process for all markets, ensuring timely and accurate handling.

Customer Service

Respond promptly and courteously to incoming telephone calls and online inquiries, employing high-touch customer service techniques to address reservation requests effectively.
Build rapport with clients during telephone interactions, fostering positive relationships through an upbeat personality, positive tone of voice, and active listening skills.

Communication and Collaboration

Exemplify Furnished Quarters' core values, mission, and vision in all interactions with guests, vendors, and colleagues, fostering a culture of excellence.
Craft and dispatch professional, friendly business emails to clients, accurately conveying information and enhancing the company's positive image.
Address client inquiries and concerns promptly and professionally, utilizing appropriate language and tone to build rapport and trust.
Ensure all emails adhere to grammatical and spelling standards and align with the company’s established email etiquette guidelines.
Collaborate with departments including Accounting, Operations, Guest Services, Sales, Global Solutions, and ownership to facilitate communication and update teams on reservation-related matters.
Generate and distribute reports as required to meet departmental needs.

Administrative Support

Maintain an up-to-date working knowledge of all Furnished Quarters SOPs and policies relevant to your role, ensuring compliance and consistency in operations.
Ensure the accuracy and integrity of information across all departments and systems, including Salesforce, Oscar, and FQ Live, through meticulous attention to detail and regular audits.
Demonstrate excellent multitasking skills, efficiently managing multiple computer programs simultaneously to streamline workflow and optimize productivity.

Required Skills & Qualifications

Bachelor’s degree in Hospitality, Business, or a related field is highly preferred.
A High School Diploma or equivalent is required.
2-3 years of administrative and sales support experience in hospitality, apartment management, or real estate, strongly emphasizing data entry and accuracy, with a proven track record of meeting or exceeding performance targets.
Multilingual skills are highly desirable, particularly those in languages commonly spoken by clients or partners in the company's target markets.
Fluent in reading, writing, speaking, and understanding English to communicate effectively with management, clientele, and co-workers.
Proficient in Microsoft applications, including Excel, Word, and MS Outlook.
Experience with property management software such as Oscar and customer relationship management software like Salesforce is preferred.

Physical Requirements

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit, stand, walk, use hands to finger, handle, or feel, and reach with hands and arms.

The employee must have clarity of vision at approximately 20 inches or less (i.e., working with small objects or reading small print), including using computers.

The employee must frequently enter text or data into a computer or other machine utilizing a traditional
keyboard.

This is a fully remote role.

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Reservations Coordinator

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