Pre-Arrival Coordinator

Sonesta International Hotels Corporation•Lihue, HI

1d•Onsite

About The Position

A Pre-Arrival Coordinator in the hotel industry is responsible for ensuring a smooth and welcoming experience for guests before they check in. This role bridges front desk operations with guest service, coordinating arrivals, managing reservations, and addressing special requests. The ideal candidate has a passion for hospitality and going beyond for our guests.

Requirements

Proven experience in customer service and hospitality, ideally with prior front desk or hotel operations experience.
Detail-oriented with a passion for guest satisfaction.
Strong verbal and written communication, ability to handle guest inquiries promptly and professionally.
Ability to multi-task, manage time efficiently, and coordinate multiple responsibilities.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy and collect accurate information to resolve conflicts.
Demonstrated ability to prioritize guest satisfaction, operational efficiency, and expense control.
Knowledgeable about basic functions of Windows OS, MS Office, and POS.

Responsibilities

Organize and oversee all Travelpass Elite, VIP arrivals and pre-assigned guest arrivals to ensure guest satisfaction.
Build airline crew blocks and reservations according to manifests provided by the airlines.
Manage airline reservations to ensure proper inventory.
Confirm guest bookings, assign specific rooms, and meet daily requests for special accommodation.
Answer and dispatch telephone calls, maintain call logs, and follow up to ensure guest satisfaction.
Communicate guest needs to other departments and coordinate VIP amenities.
Perform data entry, filing, faxing, copying, processing mail, and taking notes/dictation.
Answer phones.
Send and respond to emails.
Work with other departments to maintain guest experience standards and support operational goals.
Ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.
Display daily professional, courteous, attentive, helpful, and positive attitude towards all guests, fellow employees, and managers.
Ability to work cohesively with co-workers as part of a team to reach common goals.
Perform other job duties as requested by supervisors/managers as other job duties may be assigned as needed.
Understanding Sonesta’s company and safety policies and maintain compliance with OSHA and the health department requirements.