Insurance Reservations & Account Manager – Canada

Insurance Reservations & Account Manager – Canada

Company: Insurance Stays | InsuranceStays.com
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 communicating with clients by phone, email, and messaging platforms.
• Strong problem-solving skills and ability to work independently.
• Ability to collaborate effectively with reservations, operations, and revenue management teams.

Preferred

• Previous experience with Corporate Stays or another furnished accommodation operator.
• Familiarity with Guesty, Hostaway, HubSpot, or similar systems.
• Knowledge of Canadian cities and accommodation markets.
• Experience handling medium- and long-term furnished accommodation bookings.
• Experience working with property owners and accommodation partners.
• French language skills, particularly for supporting clients in Québec.

Previous insurance industry experience is not required.

Key Performance Indicators (KPIs)

The Insurance Reservations & Account Manager will be evaluated against the following performance indicators:

KPIInitial Target

First response time – business hours Within 20 minutes Qualified inquiry follow-up 100% Accommodation proposal turnaround Within 2 business hours, when inventory information is available Inquiry-to-booking conversion Target 30%+, subject to lead quality CRM data accuracy 100% Booking confirmation accuracy 98%+ Follow-up on pending quotations Daily Booking extension follow-up Before scheduled check-out Client satisfaction 90%+ positive feedback

Targets will be reviewed and adjusted according to actual inquiry volume and operating conditions.

Key Priorities

The Account Manager must follow these priorities when handling accommodation requests:

Priority 1 – Customer Satisfaction

Provide responsive, professional, and reliable assistance to insurance companies, claims adjusters, and displaced policyholders.

Priority 2 – Corporate Stays Inventory

Whenever suitable apartments are available within Corporate Stays' portfolio, prioritize these accommodations to maximize internal occupancy and revenue.

Priority 3 – External Accommodation Partners

When Corporate Stays cannot fulfill a request, identify suitable alternatives through property owners and accommodation providers registered on InsuranceStays.com.

Priority 4 – Booking Conversion

Ensure every qualified accommodation inquiry receives a timely proposal, consistent follow-up, and the best possible opportunity to become a confirmed booking.

Priority 5 – Account Retention

Develop strong relationships with insurance clients to encourage repeat reservations and long-term account loyalty.

Internal Collaboration

The Insurance Reservations & Account Manager will collaborate closely with:

• Corporate Stays Reservations Team: Availability, quotations, and booking confirmations.
• Revenue Management Team: Pricing strategy and commercial optimization.
• Operations & Guest Services: Guest arrivals, service issues, and accommodation coordination.
• Property Owners & External Partners: Alternative accommodation sourcing and reservations.
• Insurance Business Development Manager (Future Role): New insurance partnerships, account onboarding, and business development opportunities.
• Management: Performance reporting, operational improvements, and commercial strategy.

First 90 Days – Expected Outcomes

Days 1–30: Training & Platform Setup

• Become familiar with InsuranceStays.com and its reservation workflow.
• Complete training on insurance-related accommodation requests.
• Understand Corporate Stays' inventory and reservation procedures.
• Learn how to search for and coordinate bookings with external property owners.
• Organize the Insurance Stays reservations pipeline in HubSpot.
• Establish standardized inquiry response templates and quotation procedures.
• Begin managing incoming accommodation requests independently.

Days 31–60: Reservation Management & Account Development

• Take ownership of the full accommodation inquiry pipeline.
• Manage booking requests from initial contact through confirmation.
• Build relationships with insurance professionals submitting accommodation requests.
• Improve quotation response times and follow-up procedures.
• Identify and address obstacles affecting booking conversion.
• Establish reporting on booking volume, revenue, and accommodation sourcing.

Days 61–90: Performance Optimization

• Independently manage the Insurance Stays reservations process.
• Improve inquiry-to-booking conversion rates.
• Increase bookings through Corporate Stays inventory where commercially appropriate.
• Strengthen coordination with external property owners.
• Develop repeat business from existing insurance clients.
• Establish a reliable weekly performance reporting process.
• Recommend improvements to reservation workflows, client communications, and platform operations.

Ideal Candidate

The ideal candidate is a proactive reservations professional who enjoys helping clients, coordinating accommodation solutions, and building lasting business relationships.

They should be comfortable handling multiple reservations, communicating with insurance professionals, negotiating with property owners, and following up consistently to secure bookings.

This person should be commercially minded, detail-oriented, and committed to providing excellent service.

Success in this position means ensuring that every insurance accommodation request is handled professionally, every booking opportunity is maximized, and every client sees Insurance Stays as a reliable accommodation partner.

Career Growth

As Insurance Stays expands throughout Canada, this position may evolve into a senior account management or reservations leadership role, with opportunities to oversee additional reservations coordinators and manage larger insurance accounts.

The Insurance Reservations & Account Manager will play a central role in building Insurance Stays into a leading temporary accommodation platform for Canada's insurance industry.