Reservation Coordinator

About the role

Sonesta International Hotels is the 8th largest hotel company in the U.S. and is growing fast. We have a diverse portfolio of owned, managed, and franchised properties, and we deliver service with passion, loyalty with purpose, and experiences that truly connect.

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. The ideal candidate must own the position, handle a consistent workload, multi-task while prioritizing duties, and show strong initiative.

Responsibilities

• Maintain high level of attention to detail and accuracy of data input
• Utilize systems related to job functions, including OPERA, Synxis, Delphi, Passkey/GroupMAX, and 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
• 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
• 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
• Make, modify, and cancel reservations as requested
• 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
• Coordinate gift certificate redemptions on request
• Return telephone messages and email requests same day
• Handle complaints in a tactful manner and negotiate resolutions such as alternative accommodations when hotel is sold out

Requirements

• 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
• Strong communication skills
• Appropriate professional appearance and demeanor

Benefits

• Medical, Dental, and Vision Insurance
• Health Savings Account with Company Match
• 401(k) Retirement Plan with Company Match
• Paid Vacation and Sick Days
• Free parking
• Free shift meal
• $60 Shoes for Crew credit per year
• Sonesta Hotel Discounts
• Educational Assistance
• Paid Parental Leave
• Company Paid Life Insurance
• Company Paid Short Term and Long Term Disability Insurance
• Various Employee Perks and Discounts
• Hospital Indemnity
• Critical Illness Insurance
• Accident Insurance