The Fairmont Norfolk is a historic hotel in Nairobi, Kenya and is owned by the luxury hotel chain, Fairmont Hotels and Resorts. The hotel has 170 rooms, 4 restaurants, and consists of 5 main blocks, each ranging from 1 to 2 stories high. The hotel has a signature Tudor style of architecture that has been maintained since its original construction.

Reservation Agent

Job Type

Full Time

Qualification

BA/BSc/HND , Diploma

Experience

1 - 2 years

Location

Nairobi

Job Field

Food, Beverage and Hospitality

The Reservation Agent is responsible for providing exceptional guest service while maximizing room revenue through the accurate handling of reservations, inquiries, and guest requests. The role serves as a key ambassador of Fairmont Mount Kenya Safari Club, ensuring every guest interaction reflects the luxury standards of Fairmont Hotels & Resorts and Accor.

The Reservation Agent will manage individual and group reservations, maintain reservation system integrity, support upselling initiatives, and coordinate closely with Front Office, Sales, Revenue Management, Concierge, Finance, and other departments to deliver a seamless guest experience.

Key Responsibilities

• Process and confirm room reservations received by phone, email, website, GDS, travel agents, and other distribution channels.
• Accurately enter, modify, and cancel reservations in Opera PMS, TARS, and related reservation systems.
• Ensure all reservations are booked according to hotel policies, rate structures, and availability.
• Verify booking details, room allocations, packages, and special arrangements prior to guest arrival.
• Manage waitlists and follow up on tentative bookings.
• Respond to guest and travel trade inquiries promptly and professionally.
• Provide accurate information regarding accommodation, dining experiences, activities, transfers, conservancy fees, and resort facilities.
• Anticipate guest needs and coordinate special requests, including VIP arrivals, honeymoon arrangements, birthdays, anniversaries, and accessibility requirements.
• Resolve reservation-related concerns efficiently while maintaining guest satisfaction.
• Promote upselling opportunities to maximize room revenue and enhance the guest experience.
• Recommend room upgrades, dining experiences, spa treatments, golf packages, and other resort activities.
• Support the achievement of occupancy, ADR, and revenue targets.
• Maintain rate integrity and ensure correct application of market segments, package inclusions, and promotional offers.
• Ensure all reservations are supported by the required deposits, guarantees, and payment documentation.
• Maintain accurate guest profiles and reservation records.
• Prepare and update rooming lists for groups and events.
• Coordinate with Sales, Front Office, Concierge, Housekeeping, and Finance to ensure smooth arrival and departure experiences.
• Monitor daily arrival, departure, and occupancy reports as required.
• Follow Fairmont and Accor reservation standards, policies, and procedures.
• Ensure confidentiality and protection of guest information.
• Adhere to health, safety, and security regulations.
• Maintain professional communication and uphold the Fairmont luxury service culture at all times.

Qualifications

• Diploma or Degree in Hospitality Management, Tourism Management, Business Administration, or a related field.
• Minimum 1-2 years' experience in hotel reservations, front office operations, or customer service within a luxury hospitality environment preferred.
• Experience with Opera PMS, TARS, GDS, or other hotel reservation systems is an advantage.
• Working knowledge of hotel systems such as OPERA and POS systems.
• Strong understanding of hotel revenue cycles, internal controls, and auditing procedures.
• Excellent analytical, problem-solving, and reconciliation skills.
• High level of integrity, accuracy, and attention to detail.
• Proficient in Microsoft Excel and other financial reporting tools.
• Ability to work independently, meet deadlines, and maintain confidentiality.

Additional Information

• Employee benefit card offering discounted rates in Accor worldwide.
• Learning programs through our Academies.
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities.
• Be part of creating the historic story of rehabilitating and releasing the rare Mountain Bongo that was heading toward extinction.
• Working with a hotel rich in history and known for exemplary services while growing your career.
• Work and learn in a magical luxury property.

• Process and confirm room reservations received by phone, email, website, GDS, travel agents, and other distribution channels.
• Accurately enter, modify, and cancel reservations in Opera PMS, TARS, and related reservation systems.
• Ensure all reservations are booked according to hotel policies, rate structures, and availability.
• Verify booking details, room allocations, packages, and special arrangements prior to guest arrival.
• Manage waitlists and follow up on tentative bookings.
• Respond to guest and travel trade inquiries promptly and professionally.
• Provide accurate information regarding accommodation, dining experiences, activities, transfers, conservancy fees, and resort facilities.
• Anticipate guest needs and coordinate special requests, including VIP arrivals, honeymoon arrangements, birthdays, anniversaries, and accessibility requirements.
• Resolve reservation-related concerns efficiently while maintaining guest satisfaction.
• Promote upselling opportunities to maximize room revenue and enhance the guest experience.
• Recommend room upgrades, dining experiences, spa treatments, golf packages, and other resort activities.
• Support the achievement of occupancy, ADR, and revenue targets.
• Maintain rate integrity and ensure correct application of market segments, package inclusions, and promotional offers.
• Ensure all reservations are supported by the required deposits, guarantees, and payment documentation.
• Maintain accurate guest profiles and reservation records.
• Prepare and update rooming lists for groups and events.
• Coordinate with Sales, Front Office, Concierge, Housekeeping, and Finance to ensure smooth arrival and departure experiences.
• Monitor daily arrival, departure, and occupancy reports as required.
• Follow Fairmont and Accor reservation standards, policies, and procedures.
• Ensure confidentiality and protection of guest information.
• Adhere to health, safety, and security regulations.
• Maintain professional communication and uphold the Fairmont luxury service culture at all times.

• Experience with Opera PMS, TARS, GDS, or other hotel reservation systems is an advantage.
• Working knowledge of hotel systems such as OPERA and POS systems.
• Strong understanding of hotel revenue cycles, internal controls, and auditing procedures.
• Excellent analytical, problem-solving, and reconciliation skills.
• High level of integrity, accuracy, and attention to detail.
• Proficient in Microsoft Excel and other financial reporting tools.
• Ability to work independently, meet deadlines, and maintain confidentiality.

• Diploma or Degree in Hospitality Management, Tourism Management, Business Administration, or a related field.
• Minimum 1-2 years' experience in hotel reservations, front office operations, or customer service within a luxury hospitality environment preferred.