Account Services Associate

The Account Services Associate supports the functions of the Account Services department with a wide range of duties and responsibilities as assigned by the Director(s) of Account Services.  This is a great first step into the exciting world of event hotel accommodations!

Responsibilities

• Execute the onPeak service plan to deliver high quality customer service, strengthen brand awareness/loyalty while driving room night capture and revenue
• Conduct the entry and quality assurance of hotel contracts into the proprietary Compass Reservation System®
• Oversee the accuracy and delivery of rooming list and audits with hotel partners
• Serve as additional touch point for communication and overall deliverables; consult/advise event team in effective VIP and group management and strengthen brand awareness/loyalty while driving room night capture and revenue
• Manage project timelines, ensuring dates and deliverables are met in collaboration with internal departments to execute processes and identify opportunities to innovate and improve execution
• Implement, communicate and promote stakeholder needs through exhibitor and group outreach, including the promotion of services/products available to clients and VIP groups
• Analyze performance of event’s hotel block pick-up and registration numbers against history; devise creative ways to increase overall hotel pick-up and revenue including processing reservations, and positively impacting event performance through scheduled and regular emails and phone outreach
• Provide post-event reporting and recommendations for improving service and capture of groups.
• Travel on-site to events as needed to interact with client; manage on-site service plan and assist with operations (customer/exhibitor relations, promotion of bookings for future events, reporting)

ASA Department Functions:

• COMPASS Reservation System®
  • build + maintain hotel inventory
  • understanding and execution of creating hotel and meeting level incentives
  • understanding of contractual language including cancel/change/deposit polices
  • understanding and use of payment methods
  • understand, create, change and cancel hotel reservations
  • rooming lists + preparing for cut off
  • proficient execution of basic functions and duties
• Manage all no-name/duplicate reservations
• AXIS® system and users
• Hotel confirmation numbers
• Wait-listing
• Resolve invalid and declined credit card errors
• Audits:
  • Initialize, track and complete hotel audits
  • Compile audit results for Account Executive
• FogBugz system (understanding and execution)
• Basecamp system and users

Qualifications

• College degree or equivalent experience and 1+ years’ experience in the events or hospitality industry
• Strong verbal and written communication skills with excellent organization, prioritization and analytical skills
• Ability to work independently
• Exceptional relationship management skills
• Proactive and self-motivated with extremely detail-oriented execution of multiple tasks.
• Ability to easily grasp technical concepts of COMPASS Reservation System and project management systems
• Proficiency in the Microsoft Office suite (Outlook, Word, Excel & PowerPoint)
• Ability to make thorough decisions in a fast-paced environment
• Ability to produce creative solutions and high-quality work
• Ability to research, devise and implement procedures and best practices
• Proactive crisis management and resolution skills
• Professionally adept verbal and written communication skills
• Team player with interpersonal skills
• Good presentation abilities and experience
• Ability to travel +/- 15%