Sales Coordinator/Guest Service Agent

AC Salt Lake City Downtown•Salt Lake City, UT

25d•Hybrid

About The Position

The Sales Coordinator & Guest Service Agent supports the AC Hotel in Salt Lake City by owning post-sale group and meeting coordination while also delivering welcoming, efficient front desk service. The position is generally scheduled three days per week in Sales Coordination and two days per week at the Front Desk. Sales Coordination days are driven by group and event needs and may flex from week to week. The role serves as the primary coordination contact after the sale, organizes the details required for successful group stays and meetings, and works across hotel departments to provide accurate communication and seamless execution.

Requirements

High school diploma or equivalent; hospitality education or training preferred.
Previous hotel front desk, reservations, sales support, or customer service experience preferred.
Excellent verbal and written communication skills and a professional, welcoming service approach.
Ability to manage time effectively, prioritize guest needs and administrative deadlines, and handle multiple assignments accurately.
Excellent attention to detail, problem-resolution skills, and sound judgment when escalating issues.
Sales aptitude and the ability to build relationships that support selling, upselling, and repeat business.
Proficiency with Microsoft Office and the ability to learn hotel property management, reservation, and sales systems.
Ability to handle guest payments accurately and protect confidential guest, client, and hotel information.

Nice To Haves

Hospitality education or training preferred.

Responsibilities

Maintain sales files, client records, calendars, group and event trackers, and activity reports.
Prepare correspondence, proposals, and agreements using approved templates for sales leadership review.
Maintain organized documentation from turnover through event completion.
Receive a complete turnover from the Group Sales Manager once business is contracted and serve as the primary planning and logistics contact.
Respond promptly to client questions, collect outstanding details, communicate deadlines, and provide attentive follow-through that supports repeat business.
Set up and maintain approved group room blocks, reservation links, rooming lists, VIP arrangements, arrival details, and special requests.
Track pickup, rooming-list deadlines, and cutoff dates; reconcile changes; and communicate updates to Sales, Front Office, Reservations, and other affected departments.
Own the coordination of confirmed meetings and events, including event timelines, room setup, seating, audiovisual needs, signage, access, breaks, and other client requirements.
Confirm that meeting spaces are organized, prepared, and communicated according to the contracted agreement.
Coordinate menu selections, catering orders, dietary needs, service timing, guarantees, and final counts within available hotel services.
Communicate complete catering details to the appropriate hotel teams and confirm readiness before each event.
Prepare and distribute banquet event orders, group resumes, event calendars, billing instructions, and other operational documents as applicable.
Communicate group arrivals, meeting requirements, catering details, special requests, and last-minute changes to all affected departments.
Coordinate with operating departments before group arrivals and meetings, verify that contracted arrangements are in place, and provide onsite support when scheduled.
Coordinate site-visit preparation with operating departments and support or conduct approved property tours.
Maintain accurate knowledge of guest rooms, meeting facilities, amenities, catering options, and hotel services.
Confirm agreed billing instructions, payment methods, deposits, and required documentation.
Assist with invoice questions and payment follow-up.
Route contract changes, pricing decisions, concessions, and material scope changes to authorized sales leadership.
Welcome guests, verify identification and reservation details, assign rooms, issue keys, and complete check-in and check-out according to hotel procedures and brand service standards.
Make, modify, and cancel individual reservations within approved guidelines.
Explain room types, rates, policies, and available upgrades accurately.
Answer calls, messages, and in-person questions.
Provide accurate information about hotel amenities, services, transportation, and Salt Lake City attractions.
Respond promptly and courteously, coordinate solutions with the appropriate department, document follow-up, and escalate unresolved concerns to the manager on duty.
Secure required payment authorizations, post charges, review folios, process approved payments and adjustments, and reconcile assigned cash and payment activity.
Work with Housekeeping and Engineering to verify room status, report maintenance needs, and follow through on guest requests and room changes.
Review group notes and rooming lists before arrival, follow approved billing arrangements, and coordinate check-in needs and special requests with Sales and other departments.
Maintain accurate shift notes and a professional front desk.
Communicate unresolved needs and follow key-control, guest-verification, payment-security, confidentiality, and emergency procedures.