Reservations Agent at Kempinski Hotels

Reservations Agent at Kempinski Hotels – Kempinski Hotels Kenya Job Details

About the Role

Kempinski Hotels is recruiting a Reservations Agent to join its Kenya operations on a full-time basis. This is a core hotel operations role responsible for managing booking systems, maintaining reservation accuracy, and delivering service aligned with Kempinski’s hospitality standards. The position requires someone with hotel reservations experience and strong command of property management systems.

As a Reservations Agent at Kempinski Hotels, you will process bookings across multiple channels, manage guest inquiries, and contribute to revenue targets through effective sales techniques. Hotel jobs in Kenya demand attention to detail and customer focus — this role sits at the centre of guest experience management.

Key Responsibilities

• Maintain daily accuracy in reservation records and ensure all source systems are closed out correctly with proper rate availability reflected
• Monitor guest satisfaction standards and confirm all service delivery aligns with Kempinski’s established service protocols
• Apply the company’s credit policy consistently to all new and existing reservations
• Track lost bookings and escalate relevant business intelligence to department management
• Conduct spot-checks on reservations created the previous day and verify all VIP arrival details
• Execute the departmental up-sell programme to increase ancillary revenue and booking value
• Respond to all email inquiries within the 24-hour response window
• Convert phone inquiries and direct website enquiries into completed bookings
• Cross-sell sister properties — promote Olare Mara to Villa Rosa guests and vice versa
• Perform additional duties assigned by management as required

Requirements & Qualifications

• Kenyan citizenship required
• Demonstrated proficiency with Opera Property Management System (PMS)
• Minimum two years of direct experience in a hotel reservations role
• Fluent English proficiency in both written and spoken communication
• Proven sales ability and strong guest relations skills
• Detail-oriented mindset with ability to identify and report discrepancies
• Strong listening and verbal communication skills
• Ability to demonstrate energy and focus in a customer-facing environment

What to Expect

• A structured role within a luxury hotel brand with clear reporting lines and established procedures
• Exposure to multiple booking channels and the ability to develop expertise across Opera PMS and reservation workflows
• Hotel jobs in Kenya at this level typically involve shift work during peak booking periods and weekend availability
• This Reservations Agent at Kempinski Hotels position in Kenya is open to qualified candidates. Click Apply below to submit your application.