Reservation Agent

About the role

Fairmont Mount Kenya Safari Club, a luxury hotel in the Mount Kenya Wildlife Conservancy about three hours from Nairobi, is hiring a Reservation Agent. The role provides exceptional guest service while maximising room revenue through accurate handling of reservations, inquiries and guest requests. It works closely with Front Office, Sales, Revenue Management, Concierge, Finance and other departments.

Key responsibilities

• Process and confirm room reservations received by phone, email, website, GDS, travel agents and other channels
• Enter, modify and cancel reservations accurately in Opera PMS, TARS and related systems
• Check bookings against hotel policies, rates and availability, and verify room allocations and packages before arrival
• Manage waitlists and follow up on tentative bookings
• Answer guest and travel trade inquiries and provide information on accommodation, dining, activities, transfers and conservancy fees
• Coordinate special requests such as VIP arrivals, honeymoons, birthdays and accessibility needs
• Promote upselling opportunities such as room upgrades, dining, spa treatments and golf packages
• Maintain rate integrity, ensure deposits and payment documentation, and prepare rooming lists for groups and events
• Monitor daily arrival, departure and occupancy reports and follow Accor/Fairmont standards

Required profile

• Diploma or degree in Hospitality Management, Tourism Management, Business Administration or a related field
• 1-2 years' experience in hotel reservations, front office or customer service in a luxury setting preferred
• Strong understanding of hotel revenue cycles, internal controls and auditing procedures
• Excellent analytical, problem-solving and reconciliation skills, with integrity and attention to detail

Required skills

• Working knowledge of OPERA and POS systems; experience with Opera, TARS, GDS or similar reservation systems is an advantage
• Proficiency in Microsoft Excel and other financial reporting tools

What we offer

• Employee benefit card with discounted rates in Accor properties worldwide
• Learning programmes through the Academies
• Career development within the property and across the group
• Corporate social responsibility activities