Reservations Coordinator

Sonesta Hotels•Miami Beach, FL

About The Position

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). 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

Assist guests with hotel reservations, booking inquiries, room availability, cancellations, modifications, and special requests.
Process reservations accurately and efficiently through PMS systems, CRS platforms, OTA channels, and hotel booking systems.
Provide friendly, professional, and attentive guest service through phone, email, and online reservation communication channels.
Maintain strong knowledge of hotel room types, amenities, promotions, packages, loyalty programs, and operational procedures.
Coordinate closely with Front Office, Revenue Management, Sales, and hotel leadership teams to support smooth hotel operations and guest experiences.
Support group room blocks, VIP reservations, negotiated rates, and special booking arrangements as needed.
Monitor reservation details, guest preferences, billing information, and operational updates to ensure accuracy and guest readiness.
Respond promptly and professionally to guest concerns, reservation issues, and service recovery situations.
Maintain accurate operational reporting, reservation records, system updates, and communication logs.
Support upselling opportunities, promotional offers, and guest engagement initiatives designed to enhance guest experiences and hotel revenue.
Help foster a welcoming, collaborative, and guest-focused culture aligned with Sonesta’s People People philosophy.
Any other duties as assigned.