Area Sales & Service Coordinator

Arlo Hotels an Independent Lifestyle Hotel Brand Is Actively Seeking a Dynamic Area Sales & Service Coordinator. Are You Someone Who Is Passionate About People, Driven by Purpose, and Clever in Your Approach? If so, Keep on Reading. Here at Arlo, We Strive to Surpass Guests’ Expectations and Leaving Them with a Sense of Awe.

The Area Sales & Service Coordinator Serves As the Primary Client Contact for All Group Logistics Following Group Turnover from the Vp of Sales and Area Director of Group Sales Providing Exceptional Service and Support from Turnover Through Departure. This Is an Above-property Role Based at Arlo Hotels' Corporate Headquarters in New York City, Supporting Arlo Soho, Arlo Nomad, and Arlo Midtown.

The Role Is Responsible for Ensuring a Seamless Client Experience While Coordinating All Post-sale Group Logistics, Including Rooming Lists, Booking Links, Reservation Changes, Group Resumes, Billing Reconciliation, Commission Tracking, and Open Balance Reconciliation.

The Ideal Candidate Is Highly Organized, Detail-oriented, and Thrives in a Fast-paced Environment. This Individual Must Be Able to Effectively Prioritize Competing Deadlines, Manage Multiple Groups Simultaneously, and Maintain Exceptional Accuracy While Delivering Outstanding Service to Both Clients and Internal Stakeholders.

Key Responsibilities

Group & Client Support

• Serve As the Primary Client Contact for All Group Logistics Following Group Turnover from the Vp of Sales and Area Director of Group Sales.
• 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, Ensuring All Departments Are Aligned on Group Requirements, Vips, Billing Instructions, and Special Requests.
• Schedule and Lead All Group Resume Meetings Across All Three Hotels, Ensuring Departments Are Aligned on Group Requirements, Vips, Billing Instructions, and Special Requests.
• 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.

Reservations & Rooming List Management

• 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, and Flag Requests for Additional Rooms That May Impact Hotel Availability or Require Rate Review.

Billing & Financial Reconciliation

• 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, Ensuring Payments Are Received on Time and Following up on Any Outstanding Deposits.
• 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 Before Arrival and Departure.

Commission & Administrative Support

• 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.

Internal Collaboration

• Partner Closely with the Vp of Sales, Area Director of Group Sales, Reservations, Revenue, Front Office, Accounting, and Operations Teams 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.

Skills & Competencies

• 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.

Requirements

Any Combination of Education and Experience Providing the Required Skills and Knowledge for Successful Performance Would Be Qualifying. Typical Qualifications Would Include:

• 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.

Knowledge:

• 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.

Salary Range: $75,000 - $85,000 per Annum