Reservations agent

Reservations Agent – Kenya: Job Summary

We are seeking a customer‑focused, detail‑oriented, and highly organized Reservations Agent to join our team in Kenya. This role is ideal for a hospitality professional who thrives in guest‑facing environments, enjoys problem‑solving, and is committed to delivering exceptional service from the very first point of contact. As a Reservations Agent, you will play a key role in shaping the guest experience by managing inquiries, processing bookings, and ensuring seamless communication between guests and hotel departments.

Your responsibilities will include handling reservation requests via phone, email, online platforms, and walk‑ins while maintaining accuracy, efficiency, and a warm, professional tone. You will work closely with the Front Office, Sales, and Revenue teams to optimize room occupancy, manage availability, and support the hotel’s commercial objectives. This position requires strong communication skills, a positive attitude, and the ability to multitask in a fast‑paced environment.

You will also be responsible for updating reservation systems, verifying guest information, processing payments, and ensuring that all special requests are communicated and fulfilled. Your ability to anticipate guest needs, provide accurate information, and resolve issues promptly will directly influence guest satisfaction and loyalty.

If you are passionate about hospitality, enjoy interacting with guests, and have a talent for organization and service excellence, this role offers a rewarding opportunity to grow within a global hotel brand.

Duties & Responsibilities

• Handle reservation inquiries via phone, email, and online booking platforms
• Process bookings accurately and efficiently in the reservation system
• Provide guests with information on rates, availability, promotions, and hotel services
• Coordinate special requests and communicate details to relevant departments
• Maintain up‑to‑date knowledge of room types, packages, and hotel offerings
• Assist in maximizing occupancy and revenue through effective selling techniques
• Manage group bookings and corporate reservations
• Ensure accurate billing, payment processing, and documentation
• Respond to guest concerns and resolve issues promptly
• Prepare daily reservation reports and updates for operational teams

Requirements

• Minimum 1–3 years of experience in hotel reservations or front office
• Strong communication and customer service skills
• Proficiency in reservation systems (PMS/CRS) and Microsoft Office
• Excellent organizational and multitasking abilities
• Strong attention to detail and accuracy
• Ability to work in a fast‑paced environment
• Knowledge of the Kenyan hospitality market is an advantage
• Diploma or certification in hospitality is preferred

About the Company

MGM Muthu Hotels is a global hospitality group with 50+ properties across Europe, the UK, Cuba, India, Kenya, and other key destinations. Known for delivering affordable luxury and exceptional guest experiences, the group continues to expand its footprint in East Africa. Our Kenya operations reflect our commitment to quality, innovation, and world‑class service.

Application Process

Location: Kenya
Department: Front Office / Reservations
Level: Associate–Mid Level

Qualified candidates are invited to submit their CV and cover letter, clearly indicating the position applied for, to:
📩 careers.kenya@muthuhotelsmgm.com

Only shortlisted candidates will be contacted.