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.

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.

• 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.

• 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.

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

• Ability to reach 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 up to 50 pounds.
• Ability to stand entire shift.

• 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., 6:30 am–11:15 pm)
• Regular attendance in conformance with the standards which have been established by the…