Workflow Coordinator

Holiday Inn Club Vacations

5h•Onsite

About The Position

The Facilities Operations Workflow Coordinator is responsible for directing, monitoring, and reporting on workflow within the resort’s facilities operations function to achieve departmental performance goals. This role partners closely with resort Guest Services (front desk), Facilities Operations staff, and resort guests to schedule and track quality inspection, preventative care, and repair work tasks using the facilities operations computerized system of record. The coordinator serves as a key advisor to the head of Facilities Operations, identifying, reporting, and making recommendations on trends and opportunities for improving workflow and performance.

Requirements

High School diploma or equivalent.
Demonstrated experience in customer service environments that include customer complaint handling and resolution techniques.
Demonstrated experience in highly collaborative cross-functional work relationships that resulted in positive outcomes.
Demonstrated experience interpreting multiple sources of data to prioritize competing and frequently changing work tasks for a field-based service or logistics team is preferred.
Must be able to work weekends and holidays.

Nice To Haves

Bilingual (languages common to the resort personnel and contractors) a plus but not required.
Property management system proficiency preferred.
Facilities management system proficiency preferred.
Customer relationship management system operation proficiency preferred.

Responsibilities

Interprets the facilities operations Way of Maintenance plan and facilities management strategies for managing the quality of guest condominiums, resort amenities and facilities, and campus grounds.
Strategically schedules a range of facilities care work tasks described in the plan for the day and future days/weeks/months using the facilities operations system of record.
Assigns scheduled and rapid-response work tasks to available skilled internal and contractor partner resources.
Continually monitors work pace completion compared to established performance standards, reprioritizes and redirects work according to changing business conditions, and advises management on variance to standards.
Serves as the central hub of facilities knowledge in the moment.
Uses multiple modes of communications to connect frequently with guest services (front desk) staff, housekeeping, maintenance technicians, contractor partners, and resort guests for the collection and dissemination of business-critical information.
Talks with resort guests to triage facilities issues, set service response expectations, and validate that work has been completed to quality control and guest expectations.
Analyzes information from various systems of record (facilities operations, voice of the guest, CRM) to identify trends in compliance performance.
Advises facilities, front office, and regional support on findings for process improvement solutions.
Partners with Resort Inventory Control on product trends, deficiencies, supply, and availability.
Conducts quality inspections, maintains some critical inventories, performs periodic inventory counts, and performs light maintenance and administrative tasks as assigned.

Benefits

Medical, Dental, Vision & Prescription
Pet Insurance, Short & Long Term Disability, AD&D, Hospital Indemnity, Critical Illness, Accident Injury
HSA/FSA
EAP - Employee Assistance Program (Free Mental Health, Financial & Legal Counseling)
401K with Company Match
PTO
Heavily Discounted Hospitality Stays & the Company Perks Website
Tuition Assistance
Company Appreciation Platforms & Innovation Contests
Growth Opportunities & Stability
Excellent Company Culture