Role Overview
This internship places you at the centre of a fast-paced short-term rental operation in Westlands, Nairobi. You will support the Reservations Manager and Operations Supervisor by handling incoming guest enquiries, processing bookings, and keeping property listings accurate across major travel platforms. Your daily work directly affects guest satisfaction: from the moment someone asks about availability to the moment they check out, you help make the experience smooth, organised, and welcoming.
You will work across the full reservations cycle, including OTA calendar management, guest communication, invoicing support, and housekeeping coordination. It is a hands-on role for a hospitality-focused graduate who enjoys both guest interaction and the detail-oriented side of property operations.
Key Responsibilities
- Receive and process new reservation requests, amendments, cancellations, and stay extensions across direct booking channels and online travel agencies such as Airbnb and Booking.com.
- Monitor room availability calendars, pricing settings, and minimum-stay restrictions to prevent overlapping bookings or listing errors.
- Respond to prospective guest enquiries professionally and quickly through WhatsApp, email, and OTA messaging tools.
- Prepare booking confirmations, guest receipts, client invoices, and payment tracking records under the supervision of the finance team.
- Coordinate with housekeeping, maintenance, and field operations teams to align cleaning schedules with guest arrivals and departures.
- Compile daily check-in, check-out, and special request lists for site managers and front-line staff.
- Maintain accurate digital guest records and reservation database entries, ensuring all updates are secure and current.
- Collect guest reviews and post-stay feedback to support the operations team in maintaining high service standards.
Requirements & Qualifications
- Diploma or Bachelor’s degree in Hospitality Management, Tourism Studies, Business Administration, or a related field.
- At least 6 months of practical experience in reservations, hotel front office, guest support, or short-term rental administration.
- Basic familiarity with online booking platforms such as Airbnb, Booking.com, or Expedia; experience with property management software is an advantage.
- Proficiency in Microsoft Office (Word, Excel) and Google Workspace (Gmail, Sheets, Docs).
- Spoken or written Mandarin Chinese is considered a valuable added advantage.
- Strong attention to detail, especially when verifying booking dates, guest names, rates, and payment entries.
- Customer-first attitude with professional telephone etiquette, patience, and strong written communication skills.
- Ability to multitask and remain composed in a high-volume hospitality environment.
What We Offer / Why Join
- Hands-on exposure to short-term rental portfolio management, online travel agency algorithms, and guest communication strategies.
- A monthly stipend of Kshs. 15,000 to support you during the internship.
- A clear career path toward full-time roles such as Reservations Officer, Listing Specialist, or Guest Experience Lead.
- Practical mentorship from an experienced Reservations Manager and Operations Supervisor based in Westlands, Nairobi.
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