Reservations and Listing Specialist

About the role

Career Directions Limited is recruiting, on behalf of its client, an experienced and customer-focused Reservations and Listing Specialist in Nairobi. The role manages reservations, guest communication and listing performance across a short-term rental portfolio, working closely with the revenue, housekeeping and maintenance teams. It is a full-time, on-site position reporting to the Reservations Team Lead.

Key responsibilities

• Manage bookings, modifications, cancellations and extensions across Airbnb, Booking.com and direct channels; keep calendars accurate, verify availability and monitor payment status
• Handle guest inquiries, confirmations, pre-arrival arrangements, check-in instructions and follow-ups via booking platforms, WhatsApp and email
• Resolve guest concerns quickly, coordinate with operational teams and follow issues through to resolution
• Monitor listing ratings and reviews, respond to reviews, escalate negative experiences and update listing information
• Work with Housekeeping and Maintenance to ensure units are ready, address maintenance requests and coordinate guest needs
• Maintain reservation records, trackers and reports, follow company SOPs and escalate urgent matters to the Team Lead

Required profile

• Diploma or degree in Hospitality, Tourism, Business Administration or a related field preferred
• Minimum 2-3 years of experience in reservations, hospitality, short-term rentals or property management
• Strong written and verbal English communication skills
• Additional languages, including Chinese, are an added advantage
• Female candidates are encouraged to apply

Required skills

• Practical experience with Airbnb, Booking.com or similar booking platforms
• Proficiency in spreadsheets, email, calendars and booking management systems
• Organizational, problem-solving and multitasking skills, with strong attention to detail and customer service