Reservation Agent

Role Overview

As a Reservation Agent at Fairmont Mount Kenya Safari Club, you will manage bookings and guest inquiries from first contact through arrival, keeping reservation details accurate and ensuring requests reach the right teams. Your work supports a smooth, personalised stay while helping the property protect rate integrity and make the most of room and resort revenue opportunities.

Key Responsibilities

• Handle individual and group bookings, changes, cancellations, waitlists and tentative reservations received through phone, email, the hotel website, GDS, travel agents and other channels.
• Record and maintain booking information in Opera PMS, TARS and related systems, checking dates, availability, rates, room assignments, packages and special arrangements.
• Explain accommodation options, dining, activities, transfers, conservancy fees and resort facilities clearly to guests and travel partners.
• Identify and coordinate requests such as VIP welcomes, celebrations, honeymoon arrangements and accessibility needs, following up with relevant departments before arrival.
• Recommend suitable upgrades, dining, spa, golf and activity options, while applying approved rates, package inclusions and promotions correctly.
• Check that bookings meet payment, guarantee and deposit requirements, and keep guest profiles and reservation records complete and confidential.
• Prepare group rooming lists and review arrival, departure and occupancy information to help Front Office, Sales, Concierge, Housekeeping and Finance plan effectively.
• Address booking concerns promptly, follow hotel and Accor procedures, and observe applicable security and safety requirements.

Requirements & Qualifications

• Diploma or degree in Hospitality Management, Tourism Management, Business Administration or a related discipline.
• At least 1–2 years of experience in hotel reservations, front office or customer service; luxury hospitality experience is preferred.
• Familiarity with hotel reservation systems is an advantage, particularly Opera PMS, TARS or GDS. Working knowledge of Opera and POS systems is also useful.
• Understanding of hotel revenue processes, internal controls and auditing procedures.
• Strong accuracy, attention to detail, analytical ability and problem-solving skills, including the ability to reconcile information.
• Proficiency in Microsoft Excel and other financial reporting tools.
• Ability to work independently, meet deadlines and handle guest and payment information discreetly.
• Professional, guest-focused communication and a commitment to high service standards.

What We Offer / Why Join

• Access to an employee benefit card with discounted rates across Accor properties.
• Learning opportunities through Accor Academies, with potential to develop within the property and across the wider organisation.
• The opportunity to contribute to corporate social responsibility initiatives, including work connected to the rehabilitation and release of the endangered Mountain Bongo.
• A chance to build your hospitality career at a luxury property known for its history and service.