Central Reservations Agent – Nairobi

About the role

The Zanzibar Collection is seeking a professional Central Reservations Agent to join its Nairobi office. You will be the first point of contact for guests and travel partners, handling bookings for four luxury boutique resorts in Zanzibar while upholding the brand’s high standards of service.

Key responsibilities

• Process reservations received via email, telephone and online channels.
• Respond promptly and professionally to guest and travel‑agent enquiries.
• Accurately manage new bookings, amendments and cancellations.
• Maintain up‑to‑date reservation records and guest profiles.
• Identify revenue opportunities through effective selling and upselling.
• Coordinate closely with the reservations team and individual resort teams to ensure seamless guest experiences.
• Ensure all communications reflect the standards of a luxury hospitality brand.

Required profile

• Minimum 2–3 years of reservations experience in a top‑rated hotel or travel company/DMC.
• Excellent written and verbal communication skills in English.
• Professional telephone manner and customer‑focused approach.
• Strong attention to detail, organizational skills and ability to multitask in a fast‑paced environment.

Required skills

• Proficiency with OPERA PMS (essential).
• Experience with SiteMinder Channel Manager (advantageous).
• Strong working knowledge of Microsoft Outlook, Excel and Word.

What we offer

• Competitive salary based on experience.
• Medical insurance.
• Supportive and collaborative working environment.
• Career growth opportunities within an award‑winning luxury hospitality group.