Reservations Agent

About the role

The Reservations Agent is the first point of contact for guests contacting MGallery Nairobi Gigiri. You will manage bookings, answer inquiries and ensure a seamless reservation experience that reflects the brand’s boutique hospitality standards.

Key responsibilities

• Handle inbound and outbound calls, emails, and online inquiries from guests and partners.
• Create, modify, and cancel reservations accurately using the OPERA property management system.
• Promote room types, packages, upgrades, and special offers to maximize revenue.
• Upsell and cross‑sell additional services in line with revenue strategies.
• Provide accurate information on room availability, rates, facilities, and policies.
• Respond promptly and professionally to guest inquiries and complaints.
• Maintain a positive guest experience from first contact through confirmation.
• Keep guest profiles and reservation details up to date.
• Perform any other duties as assigned by management.

Required profile

• Experience with OPERA PMS or a similar property management system.
• Relevant experience in a reservations or front‑desk role; group booking experience is a plus.
• Service‑oriented mindset with strong attention to detail.
• Confident, articulate communication and networking abilities.
• Effective time‑management skills and ability to multitask.
• Entrepreneurial spirit, high energy, and ambition.
• Passion for hospitality and prior experience in the hotel industry.

Required skills

• OPERA property management system (or equivalent PMS).