Customer Experience & Reservations Coordinator

About the role

SALIX Data Africa is looking for a Customer Experience & Reservations Coordinator to act as a key link between customers, hotel partners, event organizers and internal stakeholders. The role combines customer support, reservations management, hospitality coordination, event support, stakeholder engagement, operational administration and marketing campaign coordination. It suits an organized, customer-focused person who enjoys solving problems and managing several priorities.

Key responsibilities

• Be the main point of contact for customer inquiries by phone, email and chat, and handle hotel reservations, room bookings, room blocks, confirmations, cancellations and modifications
• Resolve customer concerns, conduct outbound communications and escalate complex issues to management
• Manage hotel reservations, room inventories, room blocks, rooming lists and accommodation assignments, and coordinate with hotel partners, event organizers and convention bureaus
• Monitor pickup activity, room block utilization and reservation performance, and support quality assurance and UAT of booking platforms
• Coordinate lodging for conferences, sporting events, corporate meetings and other client programs
• Set up, schedule and run customer outreach and marketing campaigns, prepare materials and track results
• Prepare daily, weekly and ad hoc reports, maintain customer logs and workflow records, and take part in meetings and training

Required profile

• Bachelor's degree in Business Administration, Hospitality Management, Tourism Management, Communications, Marketing, Customer Service or a related field
• At least 2 years' experience in customer service, reservations, hospitality operations, travel coordination, event coordination or client support
• Resides in or is willing to relocate to Kawangware, Kabiria, Wanyee Road, Naivasha Road, Satellite, Ngong Road (up to Racecourse), Kasarani (Seasons and Hunters area) or Kamiti Road (up to Canopy Stage)
• Willingness to work rotating shifts including weekends and public holidays, five days a week with two rest days, aligned to Eastern Standard Time business hours

Required skills

• Excellent verbal and written communication and strong interpersonal skills
• Proficiency in Microsoft Office Suite, especially Excel, Outlook, Word and Teams
• Experience handling customer interactions by phone, email and digital channels
• Preferred: hospitality, hotel reservations, travel services, CRM, booking or ticketing platforms, and experience with international clients