Reservations Agent at Serena Hotels – August 2026

Organization: Serena Hotels
Position: Reservations Agent
Job Type: Full-time
Industry: Hospitality / Tourism

Job Overview

The Reservations Agent will serve as a central point of contact for guest inquiries, room reservations, and stay arrangements across Serena Hotels properties.

The role focuses on processing reservations, delivering excellent customer service, and increasing booking conversions.

Key Responsibilities

1. Booking & Inquiries Management

• Handle individual and group room reservations.
• Process bookings through:
  • 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 about hotel properties, rooms, prices, and services.
• Recommend and upsell:
  • 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 the Property Management System (PMS).

4. Cross-Departmental Coordination

• Coordinate with the:
  • 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 a Diploma or Bachelor’s Degree in:

• 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 using Property 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 in English and Swahili, both written and spoken.

How to Apply

Interested and qualified candidates should complete the online application form:

CLICK HERE TO APPLY