Reservations Agent

The Reservations Agent serves as the central point of contact for guest inquiries, room bookings, and stay arrangements across Serena Hotels properties. The role is responsible for processing reservations, delivering high-level customer service, and maximizing property booking conversion.

Booking & Inquiries Management:

• Handle individual and group room reservations via email, telephone, and online booking engines promptly and accurately.

Customer Care & Upselling:

• Provide clear property information, room availability, and pricing options while actively upselling hotel packages, excursions, and amenities.

System Data Entry:

• Accurately enter and update guest profiles, payment details, special requests, and room allocations within the Property Management System (PMS).

Cross-Departmental Coordination:

• Liaise directly with front desk, sales, and guest relations teams to ensure seamless guest arrival and stay experiences.

Qualifications & Requirements

Education:

• Diploma or Bachelor’s Degree in Hospitality Management, Tourism, Customer Service, Business Administration, or a related field.

Experience:

• Prior experience in hotel reservations, front desk operations, or hospitality customer service is highly desirable.

Technical Skills:

• Proficiency in Property Management Systems (PMS) or hotel booking software, along with basic MS Office tools.

Core Competencies:

• Excellent verbal and written communication skills, exceptional phone etiquette, strong attention to detail, and customer service orientation.

Language Proficiency:

• Fluency in written and spoken English and Swahili.