Area Sales & Service Coordinator

Arlo Hotels•New York, NY

5d•Onsite

About The Position

Arlo Hotels, an independent lifestyle hotel brand, is actively seeking a dynamic Area Sales & Service Coordinator. This role 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.

Requirements

Any combination of education and experience providing the required skills and knowledge for successful performance would be qualifying.
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.

Nice To Haves

Canary experience preferred.

Responsibilities

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.
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.
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.
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, 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.