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Industry: Insurance Housing | Temporary Accommodation | Furnished Rentals
Market: Canada – Nationwide
Employment Type: Full-Time
Work Arrangement: Remote
Reports To: Corporate Stays Management
About Insurance Stays
Insurance Stays is a specialized temporary housing platform designed to help insurance companies, claims adjusters, insurance brokers, and displaced policyholders find suitable fully furnished accommodations across Canada.
When individuals or families are temporarily displaced from their homes due to fire, flooding, water damage, renovations, or other insured events, Insurance Stays helps them secure comfortable and convenient temporary housing.
The platform connects insurance professionals and policyholders with apartments operated by Corporate Stays, as well as accommodations offered by independent property owners and other housing providers.
Position Overview
We are looking for a highly organized, proactive, and customer-focused Insurance Reservations & Account Manager to manage accommodation requests, coordinate reservations, and develop strong relationships with insurance clients and property partners.
This position combines reservations management, customer service, account management, and booking coordination.
The successful candidate will be responsible for managing the entire accommodation booking process, from receiving an inquiry to confirming a reservation and coordinating the guest's arrival.
The primary objective is to maximize booking conversions, prioritize Corporate Stays inventory whenever suitable, and deliver an exceptional accommodation experience to insurance clients.
This position does not require previous experience in the insurance industry. Training will be provided on insurance accommodation procedures, claims-related terminology, and the specific requirements of insurance-funded housing.
Key Responsibilities
1. Insurance Accommodation Reservations (40%)
Manage all incoming accommodation requests received through InsuranceStays.com, email, phone, and other communication channels.
Respond promptly to inquiries from claims adjusters, insurance companies, brokers, and policyholders.
Gather all necessary information to identify the most suitable accommodation, including:
Destination city and preferred location.
Number of guests and family composition.
Required number of bedrooms and bathrooms.
Move-in date and estimated length of stay.
Accommodation budget and insurance approval requirements.
Parking, pets, accessibility, and additional requirements.
Insurance company, claims adjuster, and claim reference when applicable.
Identify suitable accommodation options based on availability, pricing, location, and client requirements.
Prioritize apartments managed by Corporate Stays whenever inventory is available and meets the client's needs.
Coordinate with Corporate Stays' reservations and revenue management teams to confirm availability and pricing.
Prepare and send professional accommodation proposals and quotations.
Follow up with clients and claims adjusters to obtain booking approvals.
Convert qualified accommodation requests into confirmed reservations.
Coordinate booking confirmations, payments, documentation, and move-in instructions.
Ensure accurate reservation records and seamless handovers to the relevant operations teams.
2. Third-Party Property Owner Coordination (20%)
When Corporate Stays does not have suitable inventory available, the Account Manager will work with external property owners listed on InsuranceStays.com.
Responsibilities include:
Search the Insurance Stays property network for suitable alternatives.
Contact property owners and accommodation providers to verify availability.
Request pricing and negotiate appropriate accommodation rates when necessary.
Confirm booking conditions, minimum stays, deposits, cancellation policies, and extension terms.
Coordinate communication between property owners, insurance professionals, and guests.
Facilitate reservations through InsuranceStays.com according to the platform's booking procedures.
Ensure all external bookings comply with agreed commercial terms and service standards.
Maintain accurate records of property owner communications and booking arrangements.
Identify properties and providers that consistently deliver excellent service.
Report inventory shortages and opportunities to expand the property network.
3. Insurance Client Account Management (20%)
Act as the primary point of contact for insurance professionals submitting accommodation requests.
Build professional relationships with claims adjusters, insurance companies, brokers, and existing insurance partners.
Maintain regular communication with clients regarding active reservations, accommodation availability, and upcoming housing requirements.
Ensure each insurance partner receives responsive, reliable, and personalized service.
Manage requests for booking extensions, accommodation changes, and relocations.
Coordinate with internal teams and external providers to resolve accommodation-related issues.
Follow up after completed reservations to collect feedback and encourage repeat business.
Maintain accurate contact information and account activity in HubSpot CRM.
Identify opportunities to generate additional reservations from existing insurance clients.
Share potential new partnership opportunities with the Insurance Business Development Manager once this role is established.
Important: This position focuses on managing existing accounts, incoming accommodation inquiries, and confirmed reservations. Large-scale outbound prospecting and new insurance partnership acquisition will be handled separately by the Insurance Business Development Manager.
4. Booking Follow-Up & Guest Experience (10%)
Monitor upcoming arrivals and ensure all reservation details are confirmed.
Coordinate with Corporate Stays' operations and guest services teams.
Ensure third-party property owners provide accurate check-in instructions and contact information.
Maintain communication with insurance professionals regarding accommodation confirmations and important updates.
Monitor upcoming check-out dates and proactively identify possible extension opportunities.
Assist with accommodation changes when a guest's requirements evolve.
Escalate unresolved operational issues to the appropriate team.
Support a professional and consistent customer experience throughout each reservation.
5. CRM Management & Reporting (10%)
Maintain accurate records of all accommodation inquiries and reservations in HubSpot.
Update each inquiry's status throughout the booking process.
Track pending quotations, approvals, confirmations, cancellations, and lost opportunities.
Ensure all active leads receive appropriate follow-up.
Maintain visibility into reservations generated through Corporate Stays and external property owners.
Provide weekly performance reports covering:
Total accommodation requests received.
Average inquiry response time.
Quotes and accommodation proposals submitted.
Confirmed reservations.
Booking conversion rate.
Total booking value and gross profit.
Corporate Stays versus third-party booking volume.
Pending booking extensions.
Lost bookings and reasons for non-conversion.
Recommend improvements to reservation processes and customer communication.
Qualifications & Experience
Required
Minimum 2 years of experience in reservations, hospitality, corporate housing, property management, or customer service.
Experience managing accommodation inquiries and coordinating guest reservations.
Strong written and spoken English communication skills.
Excellent customer service and relationship management skills.
Strong organizational abilities and attention to detail.
Ability to manage multiple booking requests simultaneously.
Experience using a property management system (PMS), reservations platform, or CRM.
Comfortable communic