Reservations Agent at Serena Hotels

Serena Hotels is seeking a Reservations Agent to serve as a key point of contact for guests seeking accommodation and related services across its hotel properties. The role involves handling individual and group reservations, responding to guest inquiries, providing accurate information, and ensuring a smooth booking experience from initial inquiry through arrival.

The successful candidate will combine strong customer service skills with attention to detail and knowledge of hotel reservation systems. The position also involves recommending hotel packages and additional services, maintaining accurate guest information, and coordinating with other hotel departments to support excellent guest experiences.

Responsibilities

• Handle individual and group room reservations.

  

• Process bookings received through email, telephone, and online booking platforms.

• Respond promptly and accurately to guest inquiries.

  

• Provide up-to-date information on room availability and reservations.

• Explain hotel properties, room options, prices, facilities, and available services to guests.

  

• Recommend and upsell hotel packages, excursions, amenities, and other services.

• Maintain high standards of customer service throughout the reservation process.

  

• Create and update guest profiles accurately.

• Record guest payment information.

• Enter special requests and guest preferences into the reservation system.

• Maintain accurate room allocations in the Property Management System (PMS).

• Coordinate with the Front Desk, Sales Department, and Guest Relations Team.

• Support smooth guest arrivals and stay experiences.

• Communicate reservation changes and special guest requirements effectively.

• Ensure reservation records are accurate and up to date.

Qualifications

• Diploma or Bachelor’s degree in Hospitality Management, Tourism, Customer Service, Business Administration, or a related field.

• Prior experience in hotel reservations, front desk operations, or hospitality customer service.

• Experience using Property Management Systems (PMS) or hotel booking software.

• Basic knowledge of Microsoft Office applications.

• Strong computer and data-entry skills.

• Excellent verbal and written communication skills.

• Professional telephone etiquette.

• Strong attention to detail.

• Excellent customer service orientation.

• Ability to handle guest inquiries professionally and efficiently.

• Fluency in both written and spoken English and Swahili.

How to Apply

Interested and qualified candidates should submit their applications through the Serena Hotels online application form.

CLICK HERE TO APPLY: Serena Hotels Application Form

The deadline for applications is 7 September 2026.