Sales & Guest Service Coordinator

Sales & Guest Service Coordinator

Compensation: $22.00 to $24.00 per hour

What's in it for you

• Insurance enrollment available from DAY 1!
• Paid time off available from DAY 1!
• Holiday pay available from DAY 1!
• 401(k) enrollment after 30 days!
• Hotel and travel discounts at worldwide destinations!
• Professional development and promotion opportunities!

The impact you'll make

The Sales & Guest Services Coordinator is a dynamic hybrid position that supports both the hotel's Sales Department and Front Office operations. Based upon the needs of the hotel, the weekly schedule may vary and hours will be split appropriately between the sales and front office departments.

In the Sales role, you will assist the sales team with coordinating group business, events, client communication, sales materials, and administrative functions that support revenue and customer satisfaction goals. In the Front Office role, you will provide exceptional guest service, manage the arrival and check-in experience, respond to guest needs, and ensure a positive experience throughout the guest stay.

Successful candidates will be energetic, positive, self-motivated, highly organized, and comfortable balancing multiple priorities in a fast-paced hotel environment. Strong communication, customer service, attention to detail, and teamwork are essential.

You'll enjoy this job because

• You want to grow your career in Hospitality, Sales, Events, and Guest Services.
• You enjoy building relationships with both guests and clients.
• You are detail-oriented and take pride in accuracy.
• You enjoy working in a fast-paced environment where every day is different.
• You are self-motivated and enjoy taking ownership of your responsibilities.
• You enjoy learning new systems, processes, and hotel operations.
• You are looking for an opportunity to develop your skills and grow within the hotel industry.

What you'll be doing

Sales & Coordination Responsibilities

• Assist the sales team in preparing proposals, contracts, BEOs, and other sales-related documents.
• Enter and maintain group bookings and event space in the property's Sales & Catering system.
• Create and maintain master SRPs, rate codes, group information, and other sales-related tasks.
• Create, update, and maintain accurate sales and catering files.
• Maintain appropriate phone coverage and respond to sales inquiries as directed by the Director of Sales & Marketing.
• Produce accurate and timely reports for the Director of Sales & Marketing, sales team, and senior management.
• Assist with walk-in and scheduled tours for social, corporate, and group business opportunities when needed.
• Assist with promotional flyers, marketing materials, and digital assets.
• Prepare sales and catering materials, including name badges, tent cards, menus, menu cards, and other collateral.
• Assist in maintaining the BEO book and daily change log.
• Inspect guest rooms and meeting spaces to ensure they are prepared for site tours and client meetings.
• Prepare and distribute daily site tour information.
• Assist the Sales & Banquet teams with meeting room setup and guest needs as needed.
• Maintain a professional, creative, and positive attitude when interacting with internal and external customers.
• Assist with special projects and other duties assigned by the Director of Sales & Marketing.

Front Office & Guest Services Responsibilities

• Welcome arriving guests and complete the hotel's arrival and check-in experience while ensuring special requests are addressed.
• Engage with guests to build rapport, understand their expectations, and identify opportunities to enhance their stay.
• Provide professional and timely service to guests by phone, email, and in person.
• Promote hotel loyalty programs, special packages, upgrades, and other services when appropriate.
• Communicate effectively with housekeeping, maintenance, sales, management, and other hotel departments to ensure guest needs are met.
• Listen to guest concerns, demonstrate empathy, and work toward timely and appropriate resolutions.
• Solicit guest feedback and take action to improve the guest experience.
• Maintain professionalism consistent with hotel brand and company standards.
• Understand and communicate hotel emergency procedures and assist guests during emergency situations.
• Utilize hotel communication logs and verbal or electronic communication to share important information with fellow associates and supervisors.
• Maintain the security and balance of the house bank, when applicable, and accurately record all transactions.
• Assist with reservations, guest requests, room assignments, and other Front Office functions as needed.
• Identify opportunities to promote hotel services, upgrades, and additional revenue while providing excellent guest service.
• Maintain a clean, organized, and professional Front Office environment.
• Support other hotel departments and responsibilities as needed based on business levels and staffing.

Requirements

• High School Diploma or equivalent required.
• Previous customer service experience required; hospitality, hotel, sales, or related experience preferred.
• Previous sales, catering, or administrative experience is a plus.
• Interest in developing a career in hotel sales and hospitality.
• Excellent verbal and written communication skills.
• Strong interpersonal and customer service skills.
• Ability to effectively communicate with a variety of personalities and situations.
• Strong organizational and time management skills.
• Ability to prioritize multiple tasks and meet deadlines.
• High degree of accuracy and attention to detail.
• Ability to work independently while also being an effective team member.
• Intermediate proficiency with Microsoft Office 365.
• Ability and willingness to learn hotel operating and sales systems.
• Ability to stand, walk, and work at a desk/computer for extended periods of time.
• Ability to frequently move throughout the hotel during the workday.
• Ability to lift, lower, and maneuver up to 30 pounds occasionally.
• Ability to work a flexible schedule, including weekends and holidays, based on hotel business needs.

About First Hospitality

Founded in 1985 and based in Chicago, First Hospitality is a forward-thinking hotel development, investment, and management company. First Hospitality's strategic vision is to create value for all through excellence and an openness to doing things differently.

First Hospitality seeks to attract and retain a high-performing and diverse workforce in which employee's differences are respected and valued to better meet the varying needs of the customers we serve. FH fosters an inclusive work environment that promotes collaboration, flexibility, and fairness. Equal Opportunity Employer.