Reservations & Business Travel Coordinator

Sonesta International Hotels Corporation•Columbia, WA

About The Position

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.

Requirements

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.

Responsibilities

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.
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.
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.
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.
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.
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.
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.
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.