Front Office Manager- Sales Coordinator

Job Description

Job Description

Front Office Manager- Sales Coordinator

Lodge on the Desert | Tucson, Arizona

Reports to the General Manager

Job Overview

Join Lodge on the Desert as Front Office Manager and take a leading role in delivering the welcoming, attentive service that defines the guest experience. This position coordinates the activities of the hotel front office and sales department and related personnel, providing direct support to the General Manager. The Front Office Manager ensures efficient daily operations, excellent guest satisfaction, accurate reservations and billing, and adherence to hotel policies and procedures.

This is a hands-on leadership opportunity for someone who enjoys developing a team, building guest relationships, and coordinating the details that make individual and group stays successful.

Key Responsibilities

• Manage and coordinate all sales inquiries within the designated 21-day window, maintaining accurate details and working with the sales team to ensure appropriate follow-up.

• Optimize room rental charges to maximize revenue, using hotel pricing guidelines and considering room availability, demand, and guest needs.

• Field sales inquiries and incoming calls, gather relevant information, and direct requests to the appropriate Sales Managers.

• Load corporate negotiated rates into the hotel system, verify accuracy, and maintain current records of rates and related account information.

• Handle rooming lists, reservation requests, and reservation changes, ensuring all information is accurate, complete, and processed on time.

• Manage group room blocks, including blocking rooms according to client requests, establishing group billing routing, and monitoring room pickup numbers.

• Prepare and distribute group welcome letters, communicate VIP requests, and coordinate wedding amenities with the appropriate hotel departments.

• Process Hilton Honors points for Sales Managers and maintain the supporting information needed for accurate processing.

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Key Responsibilities Continued

• Respond professionally to guest inquiries and concerns, take ownership of service issues, and follow through to support guest satisfaction.

• Use suggestive selling techniques to promote suitable room options and hotel offerings, helping maximize room occupancy and revenue.

• Supervise front office team members to ensure efficient, smooth operations and consistent adherence to hotel service standards and procedures.

• Train and direct front desk team members, provide ongoing guidance, and resolve team or operational issues to support effective performance.

• Ensure hotel charges and invoices are processed accurately, review discrepancies, and coordinate corrections with the appropriate department.

• Correspond with group contacts and travel agents regarding special requests, reservation details, and arrangements that affect the guest experience.

• Maintain strong working relationships with other hotel departments and communicate information needed for coordinated service delivery.

• Update the front office and hotel logbooks, review entries, and take appropriate action on outstanding requests, issues, and follow-up items.

• Provide outstanding customer care and maintain a friendly, approachable, and professional demeanor with guests, colleagues, and business partners.

Qualifications

• Associate degree or equivalent from a two-year college or technical school, or six months to one year of related experience or training.

• Strong leadership, communication, and customer service skills, with the ability to guide team members and respond professionally to guest concerns.

• Detail-oriented with strong planning and organizational abilities, including the ability to manage multiple requests and maintain accurate records.

• Computer proficiency and accounting knowledge relevant to hotel reservations, charges, invoices, and front office operations.

• Alcohol awareness certification and other certifications required for the position.

Working Conditions

• Availability to work nights, weekends, and holidays based on hotel operating needs.

• Ability to work effectively in a fast-paced environment while maintaining accuracy and professional guest service.

• On-call responsibilities when away from work to address operational matters as needed.

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Benefits

• Accident and critical medical supplement insurance

• Employee assistance program

• Employee hotel room discount

• Holiday pay

• Life insurance

• Long-term disability

• Paid time off

• Professional development assistance

Benefits are subject to eligibility requirements and applicable plan terms.

Diversity, Equity, Inclusion, and Equal Employment Opportunity at Lodge on the Desert Lodge on the Desert is dedicated to creating a workplace that is inclusive, diverse, and fair for everyone. We provide equal employment opportunities to all, regardless of characteristics such as race, color, genetic information, creed, national origin, religion, sex, sexual orientation, gender identity, immigration status, ancestry, age, marital status, veteran status, or disability. Our hiring decisions are based on the needs of the business and the merits of each applicant, including their qualifications, experience, skills, availability, cooperation, and job performance.