Reservations & Business Travel Coordinator

Sonesta International Hotels; Washington (District of Columbia); On-site; USD 42,000 - 58,000; Full time

Job summary

Sonesta International Hotels is seeking a Reservations Coordinator to support hotel reservations operations, manage bookings, and ensure accurate and professional handling of every reservation. The role balances guest communication with operational coordination in a fast-paced hospitality environment.

You will process reservations across PMS/CRS/GDS, assist VIP and corporate accounts, and collaborate with Front Office and Sales teams to deliver exceptional guest experiences.

Qualifications

• Organized and detail-oriented.
• Experience in hotel reservations is preferred.
• Ability to balance guest communication with operational coordination.

Responsibilities

• Handle reservation requests, changes, cancellations, special requests, and inquiries for various booking types.
• Process reservations through PMS, CRS, GDS, hotel website, and other platforms, knowing rooms, rates, amenities, and promotions.
• Provide friendly guest service and assist with reservation issues and service recovery as needed.
• Assist with reservations for corporate accounts and verify negotiated rates and rate codes.
• Coordinate VIPs, key accounts, and special guest requests with appropriate departments.
• Support Sales with researching prospective corporate accounts and follow-up on opportunities.
• Maintain accurate prospect and account information in the CRM/PMS.

Skills

Organization

Attention to detail

Guest service

Communication

Tools

PMS

CRS

GDS

CRM/PMS

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).

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