Reservations Agent at Marriott

Reservations Agent at Marriott – Marriott Kenya Job Details

About the Role

Marriott is recruiting a full-time Reservations Agent to join its hotel operations in Kenya. In this role, you will manage all incoming reservation requests through multiple channels, including phone, fax, and email, while maintaining the service standards expected across the hotel industry. You’ll be the first point of contact for guests seeking to book accommodation, and your ability to handle inquiries efficiently while applying revenue-focused sales techniques will directly impact both guest satisfaction and property performance.

Hotel jobs in Kenya require professionals who can balance customer service excellence with operational precision. As a Reservations Agent at Marriott, you’ll work within a structured team environment where accuracy in booking systems, knowledge of room inventory, and understanding of policy frameworks are essential to success. This full-time position offers the opportunity to develop expertise in one of the hospitality sector’s most customer-facing roles.

Key Responsibilities

• Handle all reservation requests, modifications, and cancellation notices submitted via phone, fax, or written correspondence, ensuring timely and accurate processing
• Assess guest requirements to recommend the most suitable room type and rate for their stay
• Confirm room availability and pricing in real-time using the reservation management system
• Communicate guarantee terms, promotional rates, and cancellation policies clearly to callers, answering questions about property facilities, amenities, and room features
• Record special guest requests and document them properly in the system for hotel staff to execute
• Apply sales techniques and rate optimization strategies to maximize revenue while meeting guest needs
• Input reservation data accurately into the system, using correct codes for special room types such as complimentary bookings, employee discounts, travel agent rates, and wholesale reservations
• Follow established escalation procedures when addressing guest concerns or complaints that require supervisor involvement

Requirements & Qualifications

• Diploma or Degree in Hospitality Management or a related field
• Minimum 3 years of professional experience in hotel reservations or front-office operations, with at least 2 years in a 5-star hotel property
• Proficiency in reservation systems and hotel property management software
• Strong telephone etiquette and clear, professional communication skills in English
• Ability to maintain confidentiality regarding guest information and proprietary company data
• Willingness to comply with company policies, dress code standards, and professional appearance requirements
• Physical capability to lift and move items weighing up to 10 pounds as required
• Commitment to quality assurance standards and guest service expectations set by Marriott

What to Expect

• A structured work environment where attention to detail and system accuracy are prioritized alongside guest interaction
• Collaboration with front-desk, housekeeping, and management teams to ensure seamless guest experiences and proper execution of special requests
• Ongoing expectations to follow company protocols, maintain professional standards, and protect guest privacy and company assets
• This Reservations Agent at Marriott position in Kenya is open to qualified candidates on a rolling basis. Click Apply below to submit your application.