Reservation Coordinator

Sonesta International Hotels

The 8th largest hotel company in the U.S.and growing fast. An epic blend of full-service and focused hotels in major cities, Sonesta's uniquely diverse portfolio of owned, managed, and franchised properties makes us everywhere you want to be. Driven by the human side of hospitality, we deliver service with passion, loyalty with purpose, and experiences that truly connect.

Job Description

Coordinate all hotel reservations, both transient and group. Build/enter and then maintain all group blocks, individual reservations, and rooming lists in all systems. The Reservation Coordinator is an integral member of the Revenue, Sales and Catering team who works most closely with the Reservations Supervisor and Area Director of Revenue Management, Business Travel Directors and Catering Event Managers. Ideal candidate must own the position, handle consistent workload, multi-task while prioritizing duties and show strong initiative. This is not an entry-level position.

• Maintain high level of attention to detail and accuracy of data input.
• Utilize systems related to your job functions including but not limited to: OPERA, Synxis, Delphi, Passkey/GroupMAX, third party housing sites.
• Coordinate computerized reservation, inventory and revenue management systems. Ensure transient pricing, length of stay controls, inventory levels, group inventories, group cut-off dates, and all other transient and group controls and restrictions are adhered to.
• Own and manage all sellouts until the day of arrival. Upon day of arrival, turn over responsibility to the Front Office or as instructed by the Area Director of Revenue Management.
• Enter reservations via email and phone from Business Travel Manager pertaining to special corporate accounts.
• Enter group contracts into all necessary reservation systems and communicate group information to the front office.
• Follow through and detail every group master or transient reservation. Build group blocks to deploy the standard business strategy for each group type (call-in, rooming list, wedding, etc.). Manage inventory, keeping it in sync between Opera and Synxis. Setup and manage reservation links and test prior to sending to Service Managers and/or Meeting Planners. Manage rooming lists. Determine strategies to deploy upsell/incremental revenue drivers. Manage primary inventory to ensure room availability above the blocks is available to generate upsell revenue. Make, modify and cancel reservations as requested.
• Always answer all calls and questions regarding hotel facilities and rates in a professional manner. Promptly provide accurate information regarding availability, accommodation types, transportation to/from the hotel, rate, etc. Promote Sonesta and brand-specific marketing programs. Know the principal competition and leverage hotel's relative strengths.
• Correspond professionally in writing with internal/external guests via email.
• Enter special requests and alert front office to ensure follow-through and guest satisfaction.
• Coordinates gift certificate redemptions on request.
• Return telephone messages and email request same day.
• Handle complaints in a tactful manner and negotiate resolutions such as alternative accommodations when hotel is sold out.

Strategy and Planning

• Organize reservation activities and filing systems.
• Provide departments with rate and inventory information upon request.
• Attend meetings as deemed necessary by Reservation Supervisor and/or Area Director of Revenue Management.
• Follow through on all changes submitted by the Sales and Catering department.
• Handle complaints in a tactful manner and negotiate resolutions such as alternative accommodations when hotel is sold out.

Deliver Passionate & Engaging Service to our Guests

• You will be passionate and truly engaged in taking care of our guests, recognizing individual guests and anticipating their unique needs in order to exceed their expectations
• You will consistently deliver our GUEST model:
• Greet or welcome everyone, warmly with a smile
• Use eye and ear contact and guest's name
• Establish/anticipate needs
• Solve and own all requests/complaints
• Thank everyone
• Build solid relationship with your Colleagues
• Treat colleagues with respect and dignity
• Other duties and responsibilities may be assigned. The employee is expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description.

Qualifications and Skills

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school education or equivalent
• Hotel experience required
• Reservations experience preferred
• Ability to type 45 words per minute on a computer keyboard
• Track record of delivering exceptional guest or client experience
• Communication skills are utilized a significant amount of time for training and safety purposes, and when interacting with guests and associates.
• Strong communication skills
• Appropriate professional appearance and demeanor

Additional Job Information/Anticipated Pay Range

Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:

• Medical, Dental and Vision Insurance
• Health Savings Account with Company Match (available the first day of the month after hire date)
• 401(k) Retirement Plan with Company Match
• Paid Vacation and Sick Days (2 weeks of vacation, 6 sick days, 10 paid holidays per year)
• Free parking
• Free shift meal
• $60 Shoes for Crew credit per year
• Fun, family environment
• Sonesta Hotel Discounts (over 1,200 hotels world-wide)
• Educational Assistance
• Paid Parental Leave
• Company Paid Life Insurance
• Company Paid Short Term and Long-Term Disability Insurance
• Various Employee Perks and Discounts

All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.