Operations Coordinator

4 days ago

Calgary, Canada Frontier Lodging Solutions Full time

The **Operations Coordinator** is responsible for ensuring seamless daily operations by maintaining processes, addressing challenges, and fostering collaboration. With strong leadership skills, the ability to challenge the current state, and a focus on driving improvement, they will work closely with the Reservations Manager to identify gaps, support development, and guide the department in sustainable changes to support company growth. The role requires excellent problem-solving, critical thinking, and communication skills, as well as the ability to assess operational needs, provide strategic feedback, and maintain a big-picture focus.As part of the **Reservations Department**, you will play a key role in supporting the team, driving alignment with company goals, and ensuring operational excellence through attention to detail and organization. This **full-time, in-person, salaried position** reports to the **Reservations Manager**.

Team Support and Development
- Support the Inbox Coordinator (IC) team by training new team members and helping them navigate challenges.
- Use critical thinking to identify areas for growth and provide actionable feedback to enhance performance.
- Support daily huddles to align operations with company objectives and foster collaboration.
- Continuously monitor team performance, recognizing strengths and identifying areas for improvement, partnering with team members to address performance gaps and implement improvement strategies.
- Regularly collects and shares actionable feedback with the IC team to promote continuous learning, development, and improvement.

Operational Efficiency
- Ensure adequate staffing coverage and assign out-of-the-box tasks to maintain a balanced workflow.
- Manage the tracking system to ensure equitable distribution of tasks among team members.
- Coordinate critical response protocols (e.g., Do Not Disturb, all-hands-on-deck) to meet operational requirements.
- Identify and communicate gaps in scheduling to the Reservations Manager.

Process Maintenance and Feedback
- Maintain confidentiality and discrete judgment when providing feedback to agents.
- Follow established workflows to ensure timely responses and actions are taken.
- Identify and implement improvements in operational processes to enhance efficiency.

Communication and Collaboration
- Ensure agents understand and adhere to self-tagging processes to maintain consistency.
- Communicate task assignments clearly to agents and Frontier staff.
- Identify and communicate areas for greater efficiency in day-to-day operations.
- Identify and communicate when IC is required outside of regular hours.

Continuous Improvement and Reporting
- Share actionable feedback with supervisors and managers regarding agents and client interactions.
- Report on staffing challenges, escalating issues to manager as necessary.
- Provide feedback and recommendations for improvements in internal systems.
- Take initiative in identifying strategic improvements within the Reservations team to drive efficiency and growth.

Inbox Coordination and Client Management
- Prioritize, classify, and document all requests that come through the inbox.
- Address communication problems with booking requests and escalate urgent matters (e.g., Code-Red or VIP reservations).
- Ensure clients receive the guaranteed service from Frontier, providing additional support when necessary.
- Manage client relationships by responding to client requests promptly and accurately, including missing information and override hotel recommendations.

Agent/Inbox Management
- Support agents in filing and verifying confirmations, coaching them to maintain consistency.
- Ensure all inbox requests are appropriately labeled and prioritized for action.

Problem-Solving and Client Interaction
- Provide guidance and assistance to agents in handling supplier, client, and internal challenges.
- Investigate agent errors, offer constructive feedback, and support agent growth through coaching.
- Act as a liaison for communication with other departments and ensure client issues are addressed efficiently.

You are eligible to receive a comprehensive group benefits package, along with an IATA card which offers global discounts for hotels, flights, and more, as well as access to thousands of retail and lifestyle discounts. Your contributions will be recognized and valued through regular performance and development discussions. You'll play a pivotal role in advancing our mission of simplifying workforce and corporate lodging.

Frontier embraces diverse backgrounds and skills, welcoming passionate individuals who demonstrate potential for success in the role.
- Frontier Lodging Solutions is an equal opportunity employer, committed to an inclusive and safe work environment for people of all backgrounds_.

**Job Types**: Full-time, Permanent

Pay: $60,000.00-$70,000.00 per year

Additional pay:

- Bonus pay
- Overtime pay

**Benefits**:

- Dental care
- Disability insurance

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