Reservations Agent

The MGallery Hotel Collection features boutique hotels, each with its own original design and unique stories to tell. Choosing to join MGallery is choosing to live and experience Memorable Moments.

MGallery Nairobi Gigiri will feature 105 rooms and suites; four restaurants, including an all-day dining venue, a signature dining experience, a pool bar, and a rooftop restaurant and bar; meeting rooms and a business centre; and wellness facilities spanning a gym, pool and spa.

With a prime location on Gigiri’s Limuru Road, fairly close to Nairobi’s city centre and Village Market, it will attract UN and NGO delegates, consultants and contractors, as well as diplomats, leisure visitors and the local community.

You will be required to:

• Ensure all guest enquiries are handled professionally, providing callers with comprehensive information regarding hotel services.
• Responsible for performing the daily arrivals check and accurately check arrivals/reservations on rate, market segment, notes and traces
• Ensure all reservations are accepted, recorded and confirmed in accordance with company policy and in an efficient and courteous manner.
• Confirming reservations and entering all room reservations into the reservations system Opera
• Deal with guest complaints in a friendly and efficient manner ensuring guest satisfaction at all times.
• Assist in the smooth running of the Reservations department. Balance and audit all Front Office postings and settlements.
• Handling all incoming telephone calls, internet bookings, emails and faxes
• Ensure all back up is attached to the daily folder that is distributed to the Front Office.
• Attend and handle all incoming and outgoing room reservation requests, as per the hotel standards and procedures.
• Attract guests and to enhance their loyalty, providing a distinctive service through communication and sales skills, in order to improve the hotel's image and to increase revenue.
• Recognize potential clients and to transmit information to the Sales Department.
• Recognize VIP guests and to apply the concerned policies.
• Promote the Accor loyalty programs and the hotel promotions / Members rate.
• Respect the privacy of the guests and the confidentiality of the information.
• Have a perfect knowledge of room types and rate structure.
• Maintain an accurate Guest History.
• Have a perfect knowledge of the hotel configuration and products.
• Know the competitors and to gather information about their activities and sales.
• Provide updated reports and statistics to the Management and other departments.
• Fulfil administrative tasks and filing.
• Be aware of and to follow emergency and security procedures.
• Maintain an atmosphere of high morale and a happy working relationship among the team.

• Bachelor’s degree in hotel management or relevant education for this role.
• 1 to 2 years work experience in a similar position is preferably in a luxury hotel.
• Ability to remain calm during difficult situations in a very busy environment.
• Excellent command of English, other languages would be an added advantage.
• Strong interpersonal and communication skills with a focus on luxury customer service.
• Must be detail-oriented, organized and willing to go above and beyond to deliver luxury service.
• Previous experience with Opera/Opera Cloud a plus and/or a comparable property management system (PMS).
• Must have experience working with computers, specifically Word, Excel and messaging.
• Qualified candidate will be detail-oriented, and organized.
• Must be flexible with days and hours and be willing to work AM or PM shift including Holidays and Weekends.

Should be eligible to live and work in Kenya.