Sales Coordinator/Guest Service Agent

About Us

Crystal Creek Hospitality is a collection of independently spirited and branded hotels focused on remarkable hospitality™. We see every day as an opportunity to enrich the lives of our employees, guests, and communities. Our vision, mission, values and commitments are at the core of every decision we make and every person we hire. No heroes, no egos–just a diverse group of individuals with solid relationships built on a foundation of trust that honors our employees, guests, and investors.

Our Values

We Engage and We Listen
We Care and We Own
We Provide and We Ensure
We Appreciate and We Have Fun

Summary

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.

ESSENTIAL JOB FUNCTIONS

Sales Coordination

• Sales Administration - 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, and maintain organized documentation from turnover through event completion.

• Sales Handoff and Client Relationships - 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.

• Group Reservations - 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.

• Meeting and Event Coordination - 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.

• Catering Coordination - 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.

• Event Documentation and Hotel Communication - 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.

• Event Setup and Onsite Support - Coordinate with operating departments before group arrivals and meetings, verify that contracted arrangements are in place, and provide onsite support when scheduled. Work hours and days may flex to align with event setup, execution, and client needs, including weekends, early mornings, and evenings.

• Site Visits and Property Tours - 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.

• Billing and Approval Coordination - Confirm agreed billing instructions, payment methods, deposits, and required documentation; assist with invoice questions and payment follow-up; and route contract changes, pricing decisions, concessions, and material scope changes to authorized sales leadership.

Guest Service / Front Desk

• Guest Arrival and Departure - 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.

• Reservations and Room Sales - Make, modify, and cancel individual reservations within approved guidelines. Explain room types, rates, policies, and available upgrades accurately.

• Guest Communication and Local Knowledge - Answer calls, messages, and in-person questions. Provide accurate information about hotel amenities, services, transportation, and Salt Lake City attractions.

• Guest Requests and Service Recovery - Respond promptly and courteously, coordinate solutions with the appropriate department, document follow-up, and escalate unresolved concerns to the manager on duty.

• Payments and Guest Accounts - Secure required payment authorizations, post charges, review folios, process approved payments and adjustments, and reconcile assigned cash and payment activity.

• Room Readiness and Department Coordination - Work with Housekeeping and Engineering to verify room status, report maintenance needs, and follow through on guest requests and room changes.

• Group and VIP Arrivals - 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.

• Shift Handoffs, Security and Privacy - Maintain accurate shift notes and a professional front desk. Communicate unresolved needs and follow key-control, guest-verification, payment-security, confidentiality, and emergency procedures.

Essential Qualifications

• 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.

• Flexible availability to work days, early mornings, mid-shifts, evenings, weekends, and holidays based on group, meeting, front desk, and hotel needs.

Physical Requirments

The physical demands and work environment described here are representative of those required to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is performed at the front desk, in office areas, and throughout the hotel. Duties require standing, sitting, walking, frequent computer and telephone use, and reaching, bending, or moving job-related materials. The employee must communicate effectively, review reservation and billing information, and work amid interruptions and changing service demands, with or without reasonable accommodation.

Standard Specifications

Requirements represent the minimum knowledge, skills, and abilities needed to perform each duty proficiently.

This job description identifies the principal responsibilities of the position and is not exhaustive. Employees may be assigned other job-related duties by management.

This document does not create an employment contract, implied or otherwise, or alter the at-will employment relationship.