Sales and Guest Experience Coordinator- Hotel Sorrento

Sales & Guest Experience Coordinator

ASH Hotels designs, develops, owns and operates a very special collection of properties. In our world, a hotel is much more than a destination to meet, dine, or sleep. Rather, it is a dynamic site of imagery and emotions, interactions and sensations manifesting within the walls of a beautifully restored local legend - a living movie set. An ASH hotel is a connection to the past and a beacon for the future, layered in nuanced storytelling that invites exploration time and again.

The historic Hotel Sorrento is a cultural anchor in Seattle. From the fireside salons filled with local legends, to a spirit sighting, or the rooftop views of a growing city, the Sorrento has always been where Seattle gathers to celebrate and connect; a landmark with decades of stories, well cared-for guests, and deep roots in the neighborhood it calls home. Steps from downtown Seattle, the hotel enjoys one of the city's most enviable settings: walkable to Pike Place Market, the waterfront, the convention center, and the region's best dining, all while retaining the quiet charm of a tree-lined enclave.

The Sales & Guest Experience Coordinator primarily supports the hotel's Sales & Events team with day-to-day administrative, operational and client servicing needs while also serving as a welcoming and professional first point of contact for incoming hotel calls. This role helps keep the Sales office organized, responsive and connected while providing additional support to the Front Office through PBX and routine reservation assistance.

Sales & Events coordination is the primary function of this position. The Coordinator will also assist callers and guests with routine hotel and reservation needs when able and connect them with the Front Desk or appropriate department when additional assistance is required.

What You'll Do

• Support the Sales & Events Team
• Provide day-to-day administrative and organizational support to the Sales & Events team
• Review daily events, group arrivals, VIPs, site visits and upcoming deadlines
• Assist with preparing proposals, contracts, reports, presentations, correspondence and other sales materials
• Maintain accurate sales files, client information, account records and other documentation
• Assist with tracking leads, inquiries, bookings and follow-up activity
• Help coordinate sales appointments, site visits, meetings and client events
• Assist with preparing materials and coordinating details for group, meeting and event business
• Enter and update information in the hotel's sales systems and other applicable platforms
• Support the Sales team with client follow-up, including sending information, confirmations and other correspondence
• Assist with group room blocks, rooming lists, cutoff dates, guarantees, deposits and billing instructions
• Prepare and revise BEOs, group resumes, welcome materials and other event documentation as assigned
• Assist with detailing and servicing assigned meetings, groups and events
• Review newly contracted business to ensure program details and applicable deadlines are accurately entered
• Monitor upcoming programs for missing information and approaching deadlines and follow up as needed
• Assist with prior-day event closeout, billing follow-up, final invoices and account closeout
• Support rebooking outreach for past groups and events
• Complete assigned prospecting and account research and maintain accurate follow-up activity
• Help maintain organized calendars, schedules and meeting information for the Sales team
• Assist with special projects and other Sales & Events needs as assigned
• Manage Incoming Calls & PBX Support
• Serve as a primary point of contact for incoming calls to Hotel Sorrento
• Answer and direct incoming hotel calls in a warm, professional and timely manner
• Screen and route calls to the appropriate team member or hotel department
• Take accurate messages and ensure timely follow-up
• Respond to routine questions about the hotel, guest rooms, meetings, events, dining, parking, amenities and other services
• Support the Front Desk by resolving routine questions and requests when able
• Transfer callers to the Front Desk or appropriate department when additional assistance, specialized knowledge or follow-up is required
• Maintain a professional and welcoming tone on every call
• Assist with handling high call volumes while maintaining accuracy and service standards
• Become familiar with hotel operations, departments, room types, meeting spaces, amenities and local information in order to confidently assist callers
• Support Reservations & Guest Experience
• Assist guests and prospective guests with routine reservation inquiries
• Assist with new reservations, modifications and other straightforward reservation requests when able
• Provide accurate information regarding room types, hotel amenities, packages and reservation policies
• Recognize appropriate opportunities for room and package upselling
• Assist with special requests and communicate relevant information to the appropriate hotel departments
• Refer complex reservation, billing or guest service matters to the Front Desk or appropriate team member
• Help create a seamless experience from a guest's first phone call through arrival
• Balance incoming guest and reservation needs with core Sales & Events responsibilities
• Create a Seamless Client Experience
• Provide friendly, professional and responsive communication with prospective and existing clients
• Assist the Sales team in creating a smooth experience from initial inquiry through booking, execution and follow-up
• Help ensure client requests and information are communicated accurately to the appropriate departments
• Coordinate with Front Office, Food & Beverage, Events, Housekeeping and other departments as needed
• Maintain confidentiality of client, guest and company information
• Represent Hotel Sorrento and ASH Hotels with professionalism in every interaction
• Stay Organized & Detail-Oriented
• Maintain accurate records and organized files
• Assist with tracking deadlines, follow-ups, contracts and client requests
• Review correspondence and documents for accuracy and completeness
• Help ensure Sales materials, forms and information are current
• Manage multiple priorities and deadlines while maintaining attention to detail
• Demonstrate strong follow-through and ensure outstanding items have a clear next step
• Support a positive, organized and collaborative Sales office environment
• Uphold the Sorrento Standard
• Create a warm and welcoming experience for every caller, client, guest and colleague
• Maintain a professional appearance and demeanor
• Demonstrate genuine hospitality and a willingness to assist
• Take ownership of assigned responsibilities and follow through
• Anticipate needs and look for ways to make the Sales team's day-to-day operations easier
• Represent the history, character and service standards of Hotel Sorrento in every interaction
• What You Bring
• Prior experience in hotel sales, hospitality, events, reservations, administrative support, customer service or a related role preferred
• Strong written and verbal communication skills
• A warm, professional and confident phone presence
• Excellent organizational skills and strong attention to detail
• Ability to manage multiple priorities and comfortably shift between scheduled work and incoming guest or client needs
• Ability to follow through on deadlines and assigned responsibilities
• Comfortable working with Microsoft Office, email, spreadsheets and other computer systems
• Experience with hotel sales systems, property management systems, reservation systems or CRM platforms is a plus
• Experience with Tripleseat or Stayntouch is a plus
• Ability to learn new systems and processes quickly
• Professional, positive and team-oriented approach
• Ability to work independently while also supporting a collaborative team
• A genuine interest in hospitality, sales and creating positive experiences for guests and clients
• Compensation & Benefits
• Hourly Rate: $27.00 - $28.00, commensurate with experience
• Additional benefits include:
• Free parking
• Medical, dental and vision insurance with generous company contribution to monthly premium after 60 days of employment
• Voluntary Long-Term, Short-Term Disability Plans, Life Insurance, Accident and Critical Illness Plans, Pet Insurance
• 401(k) retirement plan with employer match after 90 days of employment
• Annual Paid time off: 10 vacation days, 4 Personal Days, eligible for 11 Holidays
• Washington-mandated paid sick leave
• Ash Hotel discounts
• F&B perks
• Work Environment & Physical Requirements
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