Reservation & Administration Officer

About the role

The Reservation & Administration Officer will be the first point of contact for tour inquiries and will ensure smooth coordination between guests, internal teams, and external partners. This role blends guest‑facing reservation duties with executive support for the General Manager, guaranteeing high‑quality service and operational continuity.

Key responsibilities

• Handle all tour inquiries via email, phone and digital platforms, respond within 2 business hours, capture accurate guest profiles in the CRM/PMS, and issue quotes and booking confirmations.
• Generate and circulate final guest lists with allergen information to Food & Beverage and Tour Guides, lead pre‑tour briefings, and manage payment follow‑ups and post‑tour feedback.
• Manage the central inbox, route emails within 1 hour, provide calendar management for the General Manager, coordinate internal meetings and maintain digital records and SOP templates.

Required profile

• Diploma or bachelor’s degree in Hospitality Management, Business Administration, Tourism or a related field.
• 2‑4 years of experience in reservations coordination, front office, guest relations or executive administration, preferably in hospitality or tourism.
• Strong attention to detail, ability to work under strict SLA timelines and excellent communication skills.

Required skills

• Proficiency with Google Workspace (Calendar, Docs, Sheets).
• Hands‑on experience with a CRM or Property Management System (PMS) for guest data management.

What we offer

• Competitive monthly salary ranging from KES 45,000 to KES 60,000.
• Opportunity to work in a dynamic hospitality environment with exposure to tour operations and executive support.