Pre-Arrival Coordinator

We're 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.

Together We Thrive-bringing quality, value, and amazing hospitality to every guest, every stay, across 1000+ properties in eight countries and counting.

Job Description Summary

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.

Job Description

Principle duties and responsibilities (Essential Functions) include:

• Arrival Coordination: Organize and oversee all Travelpass Elite, VIP arrivals and pre-assigned guest arrivals to ensure guest satisfaction.
• Airline Reservations: Build airline crew blocks and reservations according to manifests provided by the airlines. Manage airline reservations to ensure proper inventory.
• Guest Confirmation & Accommodation Assignment: Confirm guest bookings, assign specific rooms, and meet daily requests for special accommodation.
• Communication & Follow-Up: Answer and dispatch telephone calls, maintain call logs, and follow up to ensure guest satisfaction.
• Special Requests Handling: Communicate guest needs to other departments and coordinate VIP amenities.
• Administrative Support: Perform data entry, filing, faxing, copying, processing mail, and taking notes/dictation.
• Office Duties: Answer phones. Send and respond to emails.
• Team Collaboration: 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.

Qualifications and Skills:

• Customer Service & Hospitality: Proven experience in customer service and hospitality, ideally with prior front desk or hotel operations experience.
• Attention to Detail: Detail-oriented with a passion for guest satisfaction.
• Communication Skills: Strong verbal and written communication, ability to handle guest inquiries promptly and professionally.
• Organizational Skills: 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.

Work Environment:

• Hotel Front Desk or guest service area, often in a high-volume environment

Physical Demands:

• Ability to r each overhead and below the knees, including bending, twisting, pulling, pushing, and stooping. Climb ladders of various heights.
• Must be able to push, pull and lift to 50 pounds.
• Ability to stand entire shift.

Expected Hours of Work:

• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
• Must be flexible to work various days and various shifts of the week to include weekends, holidays, days, nights and overnight. (e.g.,6:30am-11:15pm)
• Regular attendance in conformance with the standards which have been established by the hotel from time to time is essential to the successful performance of this position.
• Ten-to-twelve-hour shifts are sometimes required.

Travel:

• No travel required.

Additional Job Information/Anticipated

Pay Range

$32.13-$35.09 Base pay offered may vary depending on various factors including but not limited to job related knowledge, skills, and job specific/overall experience.

Benefits

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
• 401(k) Retirement Plan with Company Match
• Paid Vacation and Sick Days
• 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

Sonesta is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law.

Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.