Reservation Agent at Fairmont Hotels & Resorts

• Job Type Full Time
• Qualification BA/BSc/HND , Diploma
• Experience 1 - 2 years
• Location Nairobi
• Job Field Food, Beverage and Hospitality
• 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.
• Prepare and update rooming lists for groups and events.
• Coordinate with Sales, Front Office, Concierge, Housekeeping, and Finance to ensure smooth arrival and departure experiences.
• Monitor daily arrival, departure, and occupancy reports as required.
• Follow Fairmont and Accor reservation standards, policies, and procedures.
• Ensure confidentiality and protection of guest information.
• Adhere to health, safety, and security regulations.
• Maintain professional communication and uphold the Fairmont luxury service culture at all times.
• 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.
• Employee benefit card offering discounted rates in Accor worldwide.
• Learning programs through our Academies.
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities.
• Be part of creating the historic story of rehabilitating and releasing the rare Mountain Bongo that was heading toward extinction.
• Working with a hotel rich in history and known for exemplary services while growing your career.
• Work and learn in a magical luxury property.