Administrator Hotel Sales & Service

This entry-level role is designed to support the continued growth and operational efficiency of the Sales Department by streamlining internal processes and ensuring all group segments receive appropriate attention. The Sales/Service Administrator provides daily administrative support to the sales management team and takes ownership of servicing rooms-only groups—an essential and often high-volume segment of our business (see YOY growth chart). These groups span citywide conventions, entertainment, sports, and social bookings that require focused coordination to ensure seamless service and successful execution.By managing these accounts, the role enables Conference Services Managers (CSMs) to focus on more complex, higher-revenue groups that include both guestrooms and meeting space. The success of our department hinges on prioritizing both segments, as rooms-only groups contribute significantly to our overall revenue strategy.This position also plays a critical role in fostering collaboration across hotel operations—including Housekeeping, Front Desk, Bell Desk, and Room Service—to ensure a smooth, elevated guest experience. As a liaison between sales and operations, the Sales/Service Administrator ensures every guest interaction exceeds expectations and aligns with the hotel’s service standards.

Core Responsibilities:

• Provided the sales team with clerical and administrative support, including but not limited to data entry, emailing, and answering phones.

• Coordinate and expedite work within the Sales, Catering, and Convention Services departments and between other internal departments.

• Support the team with all daily tasks to assist with departmental goals and objectives.

• Assist with coordinating site inspections and property visits for all clients.

• Work in partnership with Reservations to ensure clients’ stays are prepared accurately.

• Assist with all client gifts, certificate creation and redemption, amenity requests, transportation, and travel collateral.

• Coordinate travel arrangements for the management team, including but not limited to shipping marketing materials, registration confirmations, and post-trip reports.

• Process reservations, expense reports, confirmations, cancellations, special handling alerts, dining reservations, and amenities. Amenities could include, but are not limited to, site inspections, customer event weekends, and VIP stays.

• Build accounts and merge contracts in the Sales System. Generating and completing the documents accurately and promptly and continuing to follow up until the task is complete.

• Prepared and edited correspondence, communications, presentations, contract formatting, redlines, and updated systems to reflect contract terms and negotiated room rates.

Service Duties (Added to current role):

After receiving the signed contract with focus room-only groups, act as the program planner's primary group contact and event facilitator.

• Plans, coordinates, and oversees all aspects of the group's requirements before, during, and after departure. Including, but not limited to, entertaining clients, managing 24/7 room updates/changes, and entertainment rider requests.

• Exercises judgment in scheduling, resource allocation, and handling client needs or complaints.

• Has the authority to negotiate elements of contracts or adjust service offerings based on client priorities.

• Management of the group billing process, including initial setup, collection of advance deposits, review of posted charges upon closeout, and balance settlement.

• Monitor group progress on room pick-up and manage the group room block by adding and/or cutting rooms according to needs.

• Manage the group cutoff for reservations and communicate deadlines to the program contact.

• Organize initial room reservations and communicate ongoing group changes through group departure.

• Plan and coordinate group pre-planning visits.

• Arrange group arrivals/departures.

• Arrange group room drops.

• Arrange group check-in or VIP pre-keys

• Communication group movements are anticipated to affect hotel operations.

• Create a Group Resume that outlines all operational aspects of the group for the hotel

• Department heads in all affected areas.

• Oversee group VIP experience throughout their stay, including:

• Meet & greet on arrival experience.

• Advancement of VIP guestrooms.

• Hotel reservations throughout their stay.

Qualifications:

• Strong communication and customer service skills.

• Ability to multitask and prioritize leads effectively.

• Experience in sales, hospitality, or event coordination preferred.

• Proficiency in sales and reservations systems and Microsoft Office Suite.

• Detail-oriented with strong organizational skills.

Physical Demands:

• Work is performed in a casino / hotel setting.

• Must be tolerant of varying conditions of noise level, temperature, illumination, and air quality.

• May be exposed to smoke.

• The noise level in the work environment is usually moderate to loud.

• Constant contact with executives, department management, employees, and guests.

• Prolonged sitting or standing and mobility.

• Eye/hand coordination.

• Use of standard office equipment.

• Ability to distinguish letters, numbers, and symbols.

• Must be available to work nights, weekends, and holidays.

Equal Opportunity Employer:

Palms Casino Resort provides equal employment opportunities to all team members and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Palms Casino Resort, its affiliates and subsidiaries, will make reasonable accommodations in compliance with applicable law.

We are committed to creating a work environment where the growth and well-being of our team members is the top priority. Join our team today!