Reservation Agent processing and managing room reservations and maximising room revenue through upselling and accurate system handling, requiring a diploma or degree in Hospitality Management, Tourism Management or Business Administration and 1-2 years hotel reservations or front office experience with Opera PMS knowledge, in a luxury hotel environment, on-site role.
The Reservation Agent is responsible for providing
exceptional guest service while maximizing room revenue through the accurate
handling of reservations, inquiries, and guest requests. The role serves as a
key ambassador of Fairmont Mount Kenya Safari Club, ensuring every guest
interaction reflects the luxury standards of Fairmont Hotels & Resorts and
Accor.
The Reservation Agent will manage individual and group reservations, maintain
reservation system integrity, support upselling initiatives, and coordinate
closely with Front Office, Sales, Revenue Management, Concierge, Finance, and
other departments to deliver a seamless guest experience.
Key
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.
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.
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.
Additional
Information
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.
