Property Reservation Coordinator

Girl Scouts of Western Washington•Seattle, WA

6d•Hybrid

About The Position

The Property Reservation Coordinator at Girl Scouts of Western Washington (GSWW) supports property reservations and related reservation programming requests through ActiveNet system, collaborates with various departments to promote property availability and usage effectively, and provides exceptional guest service in all interactions. This position is responsible for ensuring accurate and timely handling of reservation confirmations and related documentation, contributing to the smooth operation of our reservation system. The Property Reservation Coordinator plays a vital role in providing structure and support to campers, guests and staff by maintaining responsive e-mail and telephone communication with site guests along with other relevant duties as needed. Strong organizational skills are a large component of this position, as is the ability to interface with both internal and external guests with positivity and competence. This position may be required to work some weekends and evenings, as well as travel to support in-person work-related activities. This is a regular, full-time (40 hours per week), non-exempt position that requires residency in Washington State, preferably within our Council region of Western Washington. Work can be conducted remotely, but successful candidates must be willing and able to come into a GSWW office or alternative worksite as needed or when requested. While the full pay range for this position is $23.08 to $28.85 per hour, this position will start at $23.08 per hour for purposes of internal pay equity. Girl Scouts of Western Washington offers an excellent work environment, meaningful mission-driven work and a competitive benefits package that includes employer-paid options for medical, dental, life/AD&D for employees. Additionally, access is available for our 403(b) retirement plan, as well as voluntary benefits that include vision insurance and flexible spending accounts. Our generous paid leave plan includes three weeks of vacation to start, sick leave, paid holidays, paid time off for personal development and volunteerism, AND nearly two weeks of paid leave for our winter break.

Requirements

High School Diploma or equivalent.
One year of experience with a high volume of in-depth guest service calls.
One year of experience in a clerical or administrative support role.
One year of experience with a reservation or booking system.
One year of experience in sales, customer service, or a related guest-facing role.
Commitment to fostering environments that prioritize diversity, equity, inclusion, racial justice and belonging.
Strong alignment with Girl Scouts of Western Washington’s mission and vision.
Demonstrated ability to multi-task, prioritize, work independently, take initiative, and maintain confidentiality.
Ability to make a connection and actively listen to internal and external guests, asking clarifying questions as necessary to offer solutions and options to meet needs.
Excellent interpersonal and guest service skills to ensure effective interactions with individuals at all levels and backgrounds.
Strong data entry and payment processing skills.
Ability to compose original correspondence and format business letters.
Ability to manage multiple tasks and document all guest interactions utilizing a CRM system (Salesforce).
Skilled in Office 365 programs including OneDrive, SharePoint, Outlook, Word, Excel and Access or similar database programs, including running basic queries, with the ability to learn and utilize new technology and computer systems.
Strong organizational skills and attention to detail.
Must reside within Washington State, with preference for residence within our Council region of Western Washington.
Access to reliable transportation and the ability to fulfill travel requirements across widespread regional geography as necessary.
Satisfactory results from criminal background search.
Willingness to maintain Girl Scouts Membership.
Must be willing and able to come into a Girl Scouts of Western Washington office or alternative worksite as needed or when requested.

Nice To Haves

Knowledge of Girl Scouts or other camp operations.
Bilingual English/Spanish preferred.

Responsibilities

Maintains the property reservation database in partnership with the property reservation team.
Provides administrative, calendaring and helpdesk support for the property reservations system and team, including pulling and revising reports as requested.
In coordination with GSWW departments and property managers, helps coordinate property availability calendars for guest reservations.
Provides updated confirmation packets to guests within a timely manner.
Performs data entry tasks with a high level of accuracy to process reservations, confirmations, cancellations, contract creation, waitlist management, invoicing, and processing of payments and refunds.
Processes invoices in accordance with established rental-related business processes.
Provides prompt, accurate answers to guest queries utilizing our Customer Relationship Management system (CRM) – Salesforce
Maintains and updates position-relevant knowledge articles in Salesforce.
Works closely with the Customer Care team to ensure guest satisfaction.
Serves as the first point of contact for inquiries via phone, email, or in person, providing the highest level of guest service to all members, both external and internal.
Answers incoming calls and requests, clarifies desired information, researches, locates, and delivers findings, and engages in problem-solving to provide solutions.
Supports Customer Care during peak periods and staff absences.
Provides back up and support to the Camp Systems Specialist for registration and Financial Assistance processing.
Works closely with ActiveNet to ensure system health with their compliance team.
Escalates issues to vendor and manage through resolution.
In coordination with GSWW departments, helps resource and coordinate scheduling of activity staff for upcoming program area reservations.
Attends community and GSWW events to advertise property availability and usage.
Ensures all guest-related documentation related to site reservations is kept up to date and accurate.
Participates in planning, coordination, and documentation of system upgrades and enhancements for reservation and financial assistance platforms, including gathering user requirements, supporting testing activities, and updating related procedures.
Maintains system procedures, training materials, and documentation.
Coordinates the service unit encamporee lottery process, as well as property community engagement events.
Maintains accurate statistics on reservations, registration, and guest service cases while adhering to established guidelines and leveraging assigned technology solutions.
Actively participates in meetings, training and committees as required.
Adheres to Girl Scouts Western Washington’s core competencies with strong emphasis on collaboration, adaptability, and resiliency.