Reservation Agent

About Our Hotel

Step into the enchanting world of Fairmont Mount Kenya, where every corner whispers a tale of love—love for people, for wildlife, and for the breathtaking environment that surrounds us. Originally founded as a celebration of love, this legendary destination continues to be a sanctuary for romance, conservation, and unforgettable experiences. Nestled within the renowned Mount Kenya Wildlife Conservancy, our hotel offers an extraordinary opportunity to immerse yourself in nature with our unique eco-safari adventures, all set within a landmark property that captures the very essence of Kenya's natural beauty.

Set against the awe-inspiring backdrop of Mount Kenya, Africa's second-highest peak, Fairmont Mount Kenya Safari Club is more than just a hotel—it's a haven where you can rejuvenate your spirit, indulge in exceptional culinary delights, and embark on safari experiences that are as unique as they are exhilarating. Whether you're exploring the untamed wilderness of Mount Kenya, or uncovering the rich heritage woven into the fabric of our hotel, every moment here is designed to help you reconnect with nature, with yourself, and with the world around you.

Conveniently located just a scenic 3-hour drive from Nairobi, Fairmont Mount Kenya also offers the luxury of its own landing strip, just a quick 45-minute flight from Nairobi. Our prime, central position places you at the gateway to some of Kenya's most celebrated landscapes and conservation areas. From the pristine beauty of Ngare Ndare forests and waterfalls to the majestic Aberdares and the world-renowned sanctuaries of Ol Pejeta, Samburu, and Solio, our club provides unparalleled access to the heart of Kenya's natural wonders. At Fairmont Mount Kenya Safari Club, every experience is an invitation to discover, to fall in love, and to create memories that will last a lifetime

Fairmont Mount Kenya Safari Club has been consistently ranked among the world’s finest, earning a spot on the 2024 Travel + Leisure 500 list and being recognized as one of the top destinations in Africa. It has also been featured by Condé Nast Traveler as one of Africa’s top destinations. In addition, the hotel has been honored as Africa’s Leading Hotel by the World Travel Awards for the fifth consecutive year, most recently in 2026.

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.

• 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.

• 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.