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About the Role
The Area Sales & Service Coordinator serves as the primary client contact for all group logistics, providing exceptional service and support from turnover through departure. This role is based at Arlo Hotels' Corporate Headquarters in New York City, supporting Arlo Soho, Arlo Nomad, and Arlo Midtown.
Responsibilities
- Serve as the primary client contact for all group logistics following group turnover.
- Manage the client experience from turnover through departure, ensuring timely communication and seamless execution of all group details.
- Prepare and distribute detailed group resumes to hotel operations teams.
- Schedule and lead all group resume meetings across all three hotels.
- Coordinate with Sales, Reservations, Front Office, Revenue, Accounting, and Operations Teams to ensure flawless guest experience.
- Respond promptly to client inquiries and proactively resolve issues throughout the planning process.
- Manage all rooming lists, booking links, reservation changes, and special requests.
- Review reservations for accuracy and ensure all contractual obligations are met.
- Partner with Reservations and Front Office Teams to resolve discrepancies and ensure a seamless arrival experience.
- Monitor group pickup, inventory, and cutoff dates, flagging any concerns or trends to the Sales Team.
- Partner with Revenue Management to ensure group rates and inventory remain aligned.
- Serve as the first point of contact for complex billing inquiries and reconciliation.
- Review master accounts, routing instructions, deposits, and final invoices for accuracy.
- Manage deposit schedules and cutoff dates directly with clients.
- Reconcile open balances directly with clients and partner with Accounting to ensure timely resolution.
- Proactively communicate with clients and internal teams to identify and resolve potential billing or payment issues.
- Maintain accurate commission tracking and processing.
- Monitor outstanding commissions and coordinate with third-party agencies as needed.
- Review sales contracts for accuracy and follow through on all contractual requirements, deadlines, and deliverables.
- Maintain organized client files, contracts, and supporting documentation.
- Update internal systems and reports with a high degree of accuracy and attention to detail.
- Partner closely with the VP of Sales, Area Director of Group Sales, and various hotel departments to ensure seamless execution of all group business.
- Proactively identify challenges and implement solutions before they impact the client experience.
- Support portfolio initiatives and contribute to process improvements that enhance operational efficiency and service delivery.
Requirements
- Any combination of education and experience providing the required skills and knowledge for successful performance.
- 3+ years of hotel sales or group services experience required.
- Strong understanding of group reservations, billing reconciliation, and hotel operations.
- Multi-property hotel experience required, with demonstrated ability to support group business across multiple hotels simultaneously.
- Experience with Opera Cloud PMS required; Canary experience preferred.
- Working knowledge of hotel sales, group reservations, and hotel operations.
- Understanding of group contracts, rooming lists, billing, deposits, commissions, and cutoff dates.
- Strong proficiency in Microsoft Office, particularly Excel, Outlook, and Word.
- Ability to navigate multiple hotel systems and maintain accurate client, reservation, and billing records.
Skills
- Exceptional attention to detail and organizational skills.
- Outstanding time management and the ability to effectively prioritize multiple competing deadlines.
- Ability to manage a high volume of groups while maintaining accuracy, responsiveness, and professionalism.
- Strong problem-solving and critical thinking skills.
- Excellent written and verbal communication skills.
- Collaborative, proactive, and service-oriented mindset.
- Ability to remain calm and adaptable in a fast-paced environment with changing priorities and seasonal demand.
- Strong sense of ownership, accountability, follow-through, and client service excellence.
Location
- New York City
Work Type
- Above-property
Experience Level
- 3+ years
Salary/Compensations
- $75,000 - $85,000 per Annum
About the Company
- Arlo Hotels is an Independent Lifestyle Hotel Brand.
- We strive to surpass guests’ expectations and leaving them with a sense of awe.