Reservations Agent at Novotel

Reservations Agent at Novotel – Novotel Kenya Job Details

Job Description

• Process, modify, and cancel reservations with accuracy and efficiency while maintaining detailed records in our reservation system
• Respond promptly to guest inquiries via phone, email, and other communication channels with empathy and professionalism
• Provide comprehensive information about accommodations, amenities, rates, and special offers to potential guests
• Collaborate seamlessly with front desk, sales, marketing, and other departmental teams to ensure smooth reservation workflows and consistent guest experiences
• Analyze booking patterns and guest preferences to support revenue optimization initiatives
• Handle guest concerns and complaints with patience and decisiveness, working toward mutually beneficial resolutions
• Maintain organized records and documentation to ensure data integrity and compliance with company policies
• Identify opportunities to upsell services and packages while remaining transparent about offerings
• Adapt quickly to changing priorities and manage multiple reservations simultaneously without compromising quality
• Contribute to a supportive team environment by sharing best practices and assisting colleagues when needed
• Assists other sections as and when needed

Qualifications

• Diploma in Front Office Operations/Hotel Management or related field
• Previous experience in a reservations, customer service, or hospitality role
• Strong listening and interpersonal skills with the ability to build rapport with diverse guests
• Excellent verbal communication skills in English; additional language proficiency is a valuable asset
• Proficiency with computer systems and reservation management software
• Exceptional attention to detail and accuracy in data entry and record-keeping
• Ability to multitask effectively and prioritize in a high-volume environment
• Strong problem-solving skills with a proactive approach to resolving issues
• Demonstrated ability to work collaboratively within a team structure
• Flexibility to adapt to changing circumstances and learn new processes quickly
• Goal-oriented mindset with a commitment to achieving performance targets