Reservations Agent (2 Positions)

Hospitality

K sh 35,000 – 60,000 gross / month

Openings: 2 Location: Nairobi (hybrid) Overview: Our client is hiring two Reservations Agents to convert enquiries across phone/email/OTAs, maintain accurate rates and allocations, and produce clean pickup/cancellation reports that help Revenue hit the forecast. Key Responsibilities: - Respond to enquiries within SLA; issue quotes; secure guarantees/deposits. - Manage OTA extranets (rates/availability/stop-sells) and channel manager updates. - Amend/cancel bookings; process refunds; apply no-show charges per policy. - Run daily pickup, pace, and cancellation reports; flag demand spikes. - Coordinate with Finance on virtual cards and chargebacks. - Upsell room types and add-ons; track personal conversion rate. - Maintain accurate guest data and preferences in the PMS/CRM. - Support group blocks, rooming lists, and allotment reconciliations. - Maintain scripts/FAQs; handle rate-match and waiver requests. Education & Experience: - Cert/Diploma in Hospitality or Travel & Tourism. - 1–2 years reservations or agency ticketing; internship considered. Skills & Tools: - Tools: PMS, channel manager, OTA extranets, Excel, payment gateways. - Skills: detail focus, numeracy, phone/email etiquette, objection handling. KPIs: - Quote response time; conversion %; booking accuracy; no-show/cancellation ratio. Work Conditions: - Shifts incl. evenings/weekends during high season. Compensation (Kenya) KES 35,000–60,000/month (+ potential conversion bonus). Figures are estimates provided by our clients and vary based on your experience, interview performance, certifications, and company pay bands. Benefits: - Meals, medical, and training on systems. Growth Path: Senior Reservations → Revenue/Reservations Supervisor → Revenue Manager. This is the ideal hierarchy inside the client’s company and thus the expected growth cycle for this position.