Reservation Agent

About

The Reservation Agent provides guest service and maximizes room revenue through accurate handling of reservations, inquiries and guest requests. The role manages individual and group reservations, supports upselling, and coordinates with hotel departments to deliver a seamless guest experience. Reference: REF121949B Terms of service: Permanent Duty station: Fairmont Mount Kenya Safari Club, Nanyuki, Kenya

How to apply

Apply online through the official advert page on Accor Careers.

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Responsibilities

• Process and confirm room reservations received by phone, email, website, GDS, travel agents, and other distribution channels.
• Accurately enter, modify, and cancel reservations in Opera PMS, TARS, and related reservation systems.
• Ensure all reservations are booked according to hotel policies, rate structures, and availability.
• Verify booking details, room allocations, packages, and special arrangements prior to guest arrival.
• Manage waitlists and follow up on tentative bookings.
• Respond to guest and travel trade inquiries promptly and professionally.
• Provide accurate information regarding accommodation, dining experiences, activities, transfers, conservancy fees, and resort facilities.
• Anticipate guest needs and coordinate special requests, including VIP arrivals, honeymoon arrangements, birthdays, anniversaries, and accessibility requirements.
• Resolve reservation-related concerns efficiently while maintaining guest satisfaction.
• Promote upselling opportunities to maximize room revenue and enhance the guest experience.
• Recommend room upgrades, dining experiences, spa treatments, golf packages, and other resort activities.
• Support the achievement of occupancy, ADR, and revenue targets.
• Maintain rate integrity and ensure correct application of market segments, package inclusions, and promotional offers.
• Ensure all reservations are supported by the required deposits, guarantees, and payment documentation.
• Maintain accurate guest profiles and reservation records.

Qualifications

• Diploma or Degree in Hospitality Management, Tourism Management, Business Administration, or a related field.
• Minimum 1-2 years' experience in hotel reservations, front office operations, or customer service within a luxury hospitality environment preferred.
• Experience with Opera PMS, TARS, GDS, or other hotel reservation systems is an advantage.
• Working knowledge of hotel systems such as OPERA and POS systems.
• Strong understanding of hotel revenue cycles, internal controls, and auditing procedures.
• Excellent analytical, problem-solving, and reconciliation skills.
• High level of integrity, accuracy, and attention to detail.
• Proficient in Microsoft Excel and other financial reporting tools.
• Ability to work independently, meet deadlines, and maintain confidentiality.