This job is closed
Applications are no longer available for this announcement. Explore current related opportunities below.
Job description
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
Worksite address
seattle, WA, 98127, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.