Reservations Agent

About the Company

Accor is a global hospitality group that gives people the freedom to be themselves while building a career aligned with their strengths and personality. The company emphasizes continuous learning, personal growth, and meaningful work, with a culture that encourages ambition and a forward-looking approach to hospitality.

Joining Accor means becoming part of a team that values creativity, service, and the drive to shape the future of guest experiences.

Role Overview

The Reservations Agent will manage hotel bookings, support guest communication, and help improve occupancy and revenue through effective reservation handling and selling techniques. This role requires accuracy, strong service standards, and familiarity with hotel reservation systems.

Key Duties

• Process all reservation types in the hotel PMS on the same working day.
• Answer guest calls in line with hotel procedures while delivering a strong guest experience.
• Record reservation details accurately and keep booking information current.
• Maintain reservation files and records carefully.
• Communicate with guests promptly according to company policies and operating procedures.
• Use a proactive selling approach to improve occupancy and room rates.
• Keep guest information correct and updated to ensure accurate service delivery.
• Manage both group and individual reservation enquiries under the hotel’s reservation standards.
• Promote room upgrades and additional services to support revenue growth.
• Work confidently with Accor distribution and reservations systems, rate structures, and revenue practices.
• Coordinate with other departments whenever support is needed.
• Prepare reports and contribute to projects as assigned by management.
• Provide assistance to other teams or sections when required.

Requirements

• Diploma in Hotel Management or a related discipline.
• At least 1 year of experience in a similar position within a 4- or 5-star hotel.
• Proven passion for delivering excellent service by phone and in person.
• Strong sales mindset with the ability to promote hotel features and services.
• Working knowledge of OPERA.
• Strong attention to detail.
• Ability to work independently and as part of a team.
• Good written and spoken communication skills.
• Intermediate computer skills, including Microsoft Office applications.
• Strong organisational and time-management abilities.

Work Style

This is a full-time, on-site role based in Nairobi, Nairobi County, Kenya.

Additional Information

The role is centred on hospitality service delivery, revenue support, and accurate reservation management. The successful candidate should be comfortable handling guest interactions, coordinating across departments, and balancing service quality with commercial objectives.