Reservation & Listing Specialist

Role Overview

The Reservation & Listing Specialist manages the booking journey for short-term rental and serviced apartment guests, from initial enquiry through checkout. Based in Westlands, Nairobi, the role keeps availability and listing information consistent across online travel platforms and direct channels while coordinating with on-site teams to help ensure each property is ready for arrival.

Key Responsibilities

• Manage bookings, changes, cancellations and stay extensions across Airbnb, Booking.com and direct booking channels.
• Keep reservation calendars, availability, rates and promotional offers aligned to reduce the risk of double bookings.
• Track pending bookings, security deposits and guest payments, and maintain accurate reservation and reconciliation records.
• Respond to guest and prospective guest messages through WhatsApp, email and booking platforms, sharing confirmations, arrival information, check-in guidance and checkout instructions.
• Coordinate with housekeeping and maintenance teams on cleaning schedules, repairs and unit readiness before guest arrivals; follow up on service issues during stays.
• Review listing details, including photographs, amenities, location information and pricing, and recommend updates that could improve visibility and booking conversion.
• Monitor guest reviews, prepare professional responses and raise recurring complaints or complex property concerns with the Reservations Team Lead.
• Maintain guest contact records and daily arrival and departure trackers, and prepare operational reports.

Requirements & Qualifications

• Diploma or bachelor’s degree in Hospitality Management, Tourism, Property Management, Business Administration or a related discipline.
• Two to three years of practical reservations experience in short-term rentals, serviced apartments, boutique hotels or property management.
• Hands-on experience with Airbnb Host, Booking.com’s extranet, property management software and OTA channel managers.
• Confidence using Excel or Google Sheets, shared calendars and digital messaging tools.
• Fluency in English and Kiswahili; knowledge of another international language, particularly Chinese, is an advantage.
• Strong written and verbal communication, a guest-focused approach and careful attention to booking, pricing and scheduling details.
• Ability to respond calmly to guest issues and coordinate practical solutions with property teams.

What We Offer / Why Join

• Full-time position based in Westlands, Nairobi.
• Net monthly remuneration of KSh 40,000.