Customer Service & Event Housing Coordinator

Job Description

Event & Room Block Coordination

• Support the Director of Lodging and Account Managers with the coordination of room blocks for contracted events.
• Create, modify, and cancel room reservations accurately and efficiently.
• Maintain detailed inventory of room allocations, reservations, and hotel assignments.
• Monitor hotel pick-up rates and proactively communicate with hotels, CVBs, and partner clients.
• Review and interpret RFPs and contracted event agreements with hoteliers.

Customer Service & Client Support

• Serve as the first point of contact for customer inquiries via phone, email, and chat.
• Investigate and resolve reservation issues and housing-related concerns.
• Make outbound calls to attendees, hotel partners, venue staff, and event operators.
• Deliver timely, accurate, and professional responses across all communication channels.

Stakeholder & Partner Relations

• Build and maintain strong working relationships with hotel partners and vendors.
• Participate in strategic meetings with event owners and venue teams to understand housing needs and explain service offerings.
• Collaborate with venue staff and event owners to review housing performance, pickup trends, and address concerns.
• Provide on-site representation at select events, conferences, and sales meetings as required.

Reporting & Performance Tracking

• Track booking sales pace and compile pre- and post-event metrics.
• Collect and analyze performance indicators to provide actionable insights.
• Work closely with internal teams to ensure KPIs are met and continuously improved.

Marketing & Cross-Functional Collaboration

• Coordinate with the Marketing Department to support promotional strategies for event housing.
• Support outreach initiatives to drive room block engagement and bookings.

Qualifications

• Bachelor’s degree in Hospitality, Travel & Tourism, Business Administration, or a related field preferred.
• Experience in customer service, sales operations, or the hotel/travel industry.
• Strong interpersonal and problem-solving skills.
• Excellent verbal, written, and presentation skills.
• Proficiency in MS Excel, Word, PowerPoint, and Outlook.
• Demonstrated ability to learn and navigate multiple software platforms quickly.
• Strong documentation and communication skills across all organizational levels.
• Ability to manage multiple systems simultaneously while maintaining accuracy.
• Strong attention to detail and ability to work effectively under deadlines.
• Proven ability to build lasting professional relationships.
• Marketing or promotional experience is an added advantage.