Reservations Agent

About the role

The Reservations Agent will manage all reservation requests, changes, and cancellations for a 5‑star hotel in Nairobi. You will interact with guests via phone, fax, or mail, ensuring a smooth booking experience while adhering to company standards.

Key responsibilities

• Process reservation requests, modifications, and cancellations received through various channels.
• Identify guest needs, verify room availability, rates, and explain guarantee, special rate, and cancellation policies.
• Document special requests and accommodate them in the reservation system.
• Apply sales techniques to maximize revenue and input correct codes for complimentary rooms, employee discounts, travel‑agent rates, and wholesale reservations.
• Escalate guest concerns following proper procedures and maintain confidentiality of proprietary information.
• Uphold professional appearance, adhere to company policies, and support a positive guest experience.

Required profile

• Diploma or degree in Hospitality Management or a related field.
• Minimum of 3 years of reservations experience, including at least 2 years in a 5‑star hotel environment.

Required skills

• Proficiency in operating reservation systems and accurate data entry.
• Strong knowledge of room types, rates, and hotel policies.
• Excellent verbal communication and professional telephone etiquette.