Description:
Summary The Client Success Housing Manager is responsible for meeting all contractual obligations and building/maintaining a strong consultative relationship with clients and hotels to improve overall client satisfaction. Typical functions include, but are not limited to, strategically manage room inventory, analytical review of reporting, consultative support and ensuring event success in partnership with the Housing Operations Team.
Job Details
Title Client Success Manager, Housing
Department Housing Services, Folsom CA
FLSA Classification Exempt
Work Hours Full-Time.
Travel 25%-50%, possible onsite assignments, periodic visits to client offices
Job Responsibilities
- Ensure client launches related to Event & Group Housing services are defined, communicated and successfully implemented
- Demonstrate attention to detail by identifying areas of critical need and provide solutions
- Effectively manage priorities by providing feedback/updates as needed
- Monitor time spent on accounts to maximize efficiency and profitability
- Utilize systems to manage and report contractual service levels for assigned services
- Develop and Implement project plans, with defined timelines and task
- 24-Hour Client Response Time
- Customer and Financial Reporting within 30 Days
- Function as point-of-contact for escalations for Client and Associate issues. Proactively provide recommendations for corrective action to leadership as appropriate. Troubleshoot issues, thereby identifying and remedying trends.
- Provide strategic recommendations for process enhancement, increasing efficiencies, improving service and retaining customers with assigned accounts.
- Review and analyze hotel contracts to ensure that contractual and financial obligations are being achieved.
- Evaluate and provide consultation on hotel room block allocations
- Analyze and manage room block inventory
- Plan, execute and manage overall Housing services using designated technology
- Finalize the FAQ documentation per event and execute Contact Center training
- Manage all concessions including accurately tracking and assigning earned complimentary rooms to maximize concessions
- Participate in weekly client conference calls as required
- Assist with onsite housing desk needs and logistics
- Complete room block audits
- Provide client reports to include strategic analysis and recommendations on pickup, pace and forecasting attrition
- Finalize contractual obligations completing close process and providing invoice within 30 days post-event.
Competencies
- Room Block Management
- Event Management
- Problem Solving/Analysis
- Business Acumen
- Strategic Thinking
- Customer Focus
- Strong Attention to Detail
- Communication Proficiency
Requirements:
Required Education and Experience
- Minimum 3 years' experience in Hotel Management / Room Block / Group Housing
- Experience in one of the following housing platforms preferred: Passkey, Resiada preferred
- Previous experience and demonstrated success managing multiple projects at one time
- Ability to communicate professionally and effectively in-person, via email and over the phone
- Strong organizational and time management skills
- Ability to clearly communicate in a fast-paced environment
- Ability to work across organizations and lines of business
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