As a turn-key solution for community leaders and developers alike, SFC services span the gamut of sports and recreation needs from sports tourism & recreation master planning, program planning, and feasibility through professional facility management services.
Our 30+ managed venues and 1500+ team members, represented by the SF Network, welcome more than 25 million guest visits and produce over $250 million in economic impact each year. SFC was awarded national recognition as a Top Workplace and is considered a workplace of choice. Our mission-focused company is highly entrepreneurial, team-oriented with a culture centered on collaboration, accountability, excellence, and service. We
are growing rapidly and looking for high performers at every level to grow with us. Away Team Travel, LLC is a division of the Sports Facilities Companies (SFC) and offers a marketplace service that facilitates the booking of hotel rooms for teams and individuals attending events operating within our venues.
POSITION SUMMARY: The Lodging Services Customer Support Coordinator will report to the Director of Lodging and will be responsible for delivering a superior experience to event owners, hoteliers, and individuals booking reservations. The position will be the point of contact for teams and individuals needing assistance with booking rooms and managing reservations for events. In collaboration
with the Director of Lodging, and with input from venue leaders and other internal departments, the Customer Support Coordinator will work to continuously improve and develop the Away Team product and services.
PRIMARY RESPONSIBILITIES WILL INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING: Support the Director of Lodging and Account Managers with the coordination of room blocks for events Maintain strong hotel partner and vendor relations Create, cancel, and modify room reservation requests Investigating and resolving customer inquiries Outbound phone calls to event attendees, hoteliers, venue staff, and event operators Maintain inventory of rooms, reservations, and hotel assignments Answer inquiries about Away Team and its services through telephone and email Participate in strategic meetings with venue teams and event owners to obtain a full understanding of events and their housing needs Participate in meetings with event owners, venue staff and hoteliers regarding their pick-up, housing concerns, etc.
Participate in sales meetings as necessary to explain Away Team services Review and understand RFPs for contracted events with hoteliers Continuously monitor hotel pick-up and communicate with hotels, CVBs and the partner clients as necessary Coordinate and collaborate with the Marketing Department on the promotion strategy of events to attendees Regular reporting of booking sales pace Pre and post event communication and reporting Foster a culture of continuous improvement with a focus on providing solutions and delivering results Provide on-site representation of Away Team at select events, conferences, and sales meetings as needed Prioritize guest satisfaction and product quality Work closely with venue staff and event owners to receive timely and actionable feedback on all key performance indicators for events Champion efforts to continuously improve client and customer satisfaction and performance by raising operational effectiveness, standards, and team member performance MINIMUM QUALIFICATIONS: Hotel/Travel industry experience preferred Experience in customer service-oriented industry Experience in sales operations Must have excellent interpersonal and problem solving skills Must be a team player Must have excellent verbal and written communication skills Must have experience with MS Excel, Word, Power Point, and Outlook, and have demonstrated the ability to learn new software platforms quickly Must possess a strong ability to document and communicate with all levels of the organization Ability to manage multiple software programs, deliver prompt and accurate responses to email and phone communications and provide a simple, rapid, competent support experience.
Ability to develop lasting professional relationships with clients Appropriate business acumen while participating/interacting in office meetings. Exceptional communication and presentation skills Professional writing skills when representing the company, whether in documents, email, or other written methods Marketing and promotional experience a plus Strong attention to detail, organizational skills and ability to work well under deadlines WORKING CONDITIONS AND PHYSICAL DEMANDS: Must be able to lift 50 pounds waist high May be required to sit or stand for extended periods of time whether indoors or outdoors, and squat, stoop or bend Will be required to operate a computer Office has intermittent noise TRAVEL DEMANDS Up to 15% as needed Job Posted by Applicant Pro
