Reservation Agent

Fairmont Mount Kenya Safari Club has been consistently ranked among the worlds finest earning a spot on the 2024 Travel Leisure 500 list and being recognized as one of the top destinations in Africa. It has also been featured by Condé Nast Traveler as one of Africas top addition the hotel has been honored as Africas Leading Hotel by the World Travel Awards for the fifth consecutive year most recently in 2026.

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.

Remote Work :

No

Employment Type :

Full-time