Account Services Coordinator

Extended Stay America•Charlotte, NC

17h•Onsite

About The Position

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. The 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. 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. Possesses fundamental understanding of accounting, revenue management, guest relations practices and policies in order to effectively provide service in these areas.

Requirements

Excellent verbal and written communication skills.
Effective listening skills.
Effective presentation skills.
Proactive and knowledgeable of creative sales maximization skills to fulfill a hotel's need dates, seasonality, patterns, or strategic objectives.
Self-motivated with strong time management skills.
Keen abilities to set and achieve priorities.
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.
Ability to create and modify basic documents in Microsoft Word, Excel and Power Point.
Ability 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.
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.

Nice To Haves

4-year college degree from an accredited institution.
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.
Ability to function well under pressure.
Ability to delegate effectively.
Ability to remain positive and constructive under stress.

Responsibilities

Driving top line revenue of the entire ESA hotel portfolio using inside sales methods to identify and win new business opportunities.
Serving as the centralized focal point for lead qualification, scoring, prioritization and distribution for the sales force.
Providing a high level of personalized service to significant regional and multi-regional accounts.
Conducting ESA sales pitches over the phone to prospective customers.
Receiving inquiries from 800# and Website Directed to Sales; booking business directly or referring to Sales Rep or Property Management as appropriate.
Collecting leads surfaced throughout the organization, qualifying and scoring the leads based on defined preset parameters, and assigning the lead to an appropriate sales rep.
Following up on leads when appropriate, acting as the sales rep for the business.
Reviewing and understanding metrics and data in reports such as STAR Report, daily ops report, hotel lists, in-house guest lists, and arrivals reports to ensure maximization of revenue.
Using CRM software platform as primary resource for documenting sales and lead generation activities.
Assisting Sales, Marketing, Operations, and Revenue Management in performing additional projects.
Providing 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.
Providing feedback on systemic, recurring or other problems that may threaten the loyalty of owned accounts.
Working cooperatively with various departments within ESA corporate structure, with the hotel management and field sales to resolve problems, capture bookings, and add value to the relationship with assigned clients.