Reservations & Business Travel Coordinator

Sonesta Hotels; Washington (District of Columbia); On-site; USD 41,000 - 44,000; Full time

Benefits offered by this job

Medical, Dental & Vision

HSA with Company Match

401(k) Match

Paid Vacation

Parental Leave

Life Insurance

Disability Insurance

Hospital Indemnity

Educational Assistance

Hotel Discounts

Employee Discounts

Job summary

Sonesta Hotels is seeking a Reservations Coordinator to support booking operations, assist guests, and ensure accurate reservations. You’ll handle inquiries, changes, and VIP requests while coordinating with Front Office and Sales teams in a fast-paced hospitality environment.

The role emphasizes guest-focused service, organization, and proactive communication to contribute to seamless booking experiences across our properties.

Qualifications

• Previous reservations, front desk, hospitality, or administrative experience preferred.
• Strong communication and guest service skills with a friendly, professional attitude.
• Experience using hotel reservations systems, PMS platforms, CRS systems, OTA channels, or booking software preferred.

Responsibilities

• Handle reservation requests, changes, cancellations, special requests, and inquiries for various booking types.
• Process reservations accurately through PMS, CRS, GDS, hotel website, and other platforms.
• Provide friendly, professional guest service and assist with reservation issues and service recovery as needed.
• Assist with reservations for corporate and negotiated accounts and verify rate details.
• Coordinate VIPs, group blocks, and special requests with Front Office and sales teams.
• Maintain accurate reservation records and CRM/PMS notes and reports.

Skills

Reservations systems

Guest services

Communication skills

Organizational skills

Customer service

Teamwork

Tools

PMS platforms

CRS systems

GDS

Job description

We’re People People. Are you?

We’re Sonesta International Hotels—the 8th largest hotel company in the U.S. (and growing fast ).

With a dynamic mix of full-service and focused hotels across major cities, our diverse portfolio of owned, managed, and franchised properties means we’re everywhere our guests need us to be.

But here’s the thing—we’re not just in the business of hotels, we’re in the business of people. We bring service with passion, loyalty with purpose, and create experiences that genuinely connect—delivering quality, value, and memorable stays across 1,000+ properties in eight countries (and counting).

What this role is all about

At Sonesta, exceptional guest experiences begin long before arrival — and our Reservations team helps create smooth, seamless booking experiences from the very first interaction. As a Reservations Coordinator, you’ll support hotel reservations operations while assisting guests, managing bookings, and helping ensure every reservation is handled accurately and professionally.

This role is perfect for someone who’s organized, detail-oriented, and enjoys balancing guest communication, operational coordination, and hospitality service in a fast-paced environment.

If you’re friendly, dependable, and passionate about hospitality — we’d love to meet you.

What you’ll be doing

Reservations & Guest Services

• Handle reservation requests, changes, cancellations, special requests, and inquiries for individual, corporate, negotiated, VIP, and last-minute business.
• Process reservations accurately through PMS, CRS, GDS, hotel website, and other booking platforms while maintaining knowledge of hotel rooms, rates, amenities, and promotions.
• Provide friendly, professional guest service and assist with reservation issues and service recovery as needed.

Corporate & Negotiated Account Support

• Assist with reservations, booking inquiries, VIP reservations, and group room blocks for corporate and negotiated accounts.
• Help verify negotiated rates, rate descriptions, booking links, and rate codes to ensure they are active and displaying correctly.
• Communicate new accounts, active rates, promotions, and special booking instructions to the Front Office and assist corporate contacts with booking questions.

Front Office Engagement

• Review arrival reports to identify business travelers, VIPs, and potential corporate account opportunities.
• Research guests and companies to identify potential business leads and provide relevant information to the Sales team.
• Assist with Front Office lead-referral initiatives and programs such as Company of the Month.

VIP & Guest Experience

• Review daily arrivals and assist with coordinating VIPs, key accounts, and special guest requests.
• Complete VIP amenity forms and coordinate amenity orders, deliveries, and special arrangements with the appropriate departments.
• Assist with guest preference documentation and post-stay follow-up for key accounts and VIPs.

Prospecting & Sales Support

• Assist Sales with researching prospective corporate accounts using referrals, LinkedIn Sales Navigator, and other resources.
• Support outreach, follow-up, RFP responses, rate proposals, unsolicited bids, and business cases as directed by the Sales team.
• Maintain accurate prospect and account information, notes, and follow-up activity in the CRM/PMS.

Market & Competitive Support

• Assist with monitoring competitor rates, availability, and offerings for key accounts and markets.
• Use Agency360 and other tools to assist with reviewing account production, booking trends, and market activity.
• Share relevant competitive, account, and market information with Sales and Revenue Management.

Reporting & Administrative Support

• Maintain accurate reservation records, account files, guest preferences, CRM/PMS notes, and communication logs.
• Pull and distribute arrival, production, market-segment, and other reports as requested.
• Draft routine correspondence and complete VIP amenity forms and other administrative documentation.

Team Collaboration

• Work closely with Front Office, Sales, Revenue Management, Reservations, Food & Beverage, Housekeeping, and other hotel departments.
• Communicate relevant guest, account, reservation, VIP, and promotional information to the appropriate teams.
• Assist with last-minute requests and quick-turn business needs while contributing to a welcoming, collaborative, and guest-focused environment aligned with Sonesta’s People philosophy.

What great looks like

• Previous reservations, Front Desk, hotel operations, hospitality, customer service, or administrative experience preferred.
• Strong communication, organizational, and guest service skills with a friendly and professional attitude.
• Experience using hotel reservations systems, PMS platforms, CRS systems, OTA channels, or booking software preferred.
• Strong attention to detail with a focus on operational accuracy and guest satisfaction.
• Ability to multitask and thrive in a fast-paced hospitality environment.
• Strong problem-solving and time management skills.
• Positive, dependable, and service-focused mindset with strong teamwork skills.
• Ability to communicate professionally with guests, team members, and hotel leadership.
• Flexible availability including mornings, evenings, weekends, holidays, and operational support as needed.
• A passion for hospitality, guest engagement, teamwork, and creating seamless booking experiences.

Anticipated Pay Range & Additional Job Information

$30.00 - $32.00 Base pay offered may vary depending on various factors including but not limited to job related knowledge, skills and job specific experience/overall experience

How we reward you

• Medical, Dental & Vision Insurance
• Health Savings Account (HSA) with Company Match
• 401(k) Retirement Plan with Company Match
• Paid Vacation & Sick Time
• Paid Parental Leave
• Company-Paid Life Insurance
• Company-Paid Short-Term & Long-Term Disability
• Hospital Indemnity, Critical Illness & Accident Insurance
• Educational Assistance
• Sonesta Hotel Discounts (yes, you’ll want to use these )
• Additional Perks & Employee Discounts

Our Commitment to You

Sonesta is proud to be an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.