Reservations Agent

About the role

We are looking for a motivated Reservations Agent to join our team at Gem Forest MGallery Hotel Collection in Nairobi. The role involves handling guest inquiries, managing bookings through the OPERA PMS, and delivering excellent customer service.

Key responsibilities

• Handle inbound and outbound calls, emails, and online inquiries.
• Create, modify, and cancel reservations accurately in the property management system.
• Promote room types, packages, upgrades, and special offers to maximize revenue.
• Upsell and cross‑sell services in line with revenue strategies.
• Provide accurate information about room availability, rates, facilities, and policies.
• Respond promptly and professionally to guest inquiries and complaints.
• Maintain accurate guest profiles and reservation details.
• Perform any other duties as assigned.

Required profile

• Service‑oriented with strong attention to detail.
• Confident and articulate communication, relationship and networking skills.
• Effective time‑management and multitasking abilities.
• Entrepreneurial spirit, high energy, and passion for hospitality.
• Relevant experience with OPERA or a similar property management system (minimum 1 month).
• Experience in the hotel industry is advantageous.

Required skills

• OPERA property management system (or similar PMS).