Reservations Agent

Reservations Agent at Serena Hotels – August 2026 Organization:Serena HotelsPosition:Reservations AgentType:Full-timeIndustry:Hospitality / Tourism Job Overview TheReservations Agentwill serve as a central point of contact for guest inquiries, room reservations, and stay arrangements across Serena Hotels properties. The role focuses onprocessing reservations, delivering excellent customer service, and increasing booking conversions. Key Responsibilities 1. Booking & Inquiries Management Handle individual and group room reservations. Process bookings through:EmailTelephoneOnline booking engines Email Telephone Online booking engines Respond to guest inquiries promptly and accurately. Provide up-to-date information on room availability and bookings. 2. Customer Care & Upselling Provide guests with information aboutproperties, rooms, prices, and services. Recommend and upsell:Hotel packagesExcursionsAmenitiesOther available services Hotel packages Excursions Amenities Other available services Maintain a high standard of customer service throughout the booking process. 3. System Data Entry Accurately create and update guest profiles. Record payment information. Enter special requests and guest preferences. Maintain accurate room allocations in theProperty Management System (PMS). 4. Cross-Departmental Coordination Coordinate with the:Front DeskSales DepartmentGuest Relations Team Front Desk Sales Department Guest Relations Team Ensure smooth guest arrivals and stay experiences. Communicate reservation changes and special guest requirements effectively. Qualifications & Requirements Education Applicants should have aDiploma or Bachelor’s Degreein: Hospitality Management Tourism Customer Service Business Administration Or a related field. Experience Prior experience in any of the following is highly desirable: Hotel reservations Front desk operations Hospitality customer service Technical Skills Experience usingProperty Management Systems (PMS)or hotel booking software. Basic knowledge of Microsoft Office applications. Strong computer and data-entry skills. Core Competencies Excellent verbal and written communication. Professional telephone etiquette. Strong attention to detail. Excellent customer service orientation. Ability to handle guest inquiries professionally and efficiently. Language Requirements Fluency inEnglish and Swahili, both written and spoken. How to Apply Interested and qualified candidates should complete the online application form: CLICK HERE TO APPLY