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Reservations Agent at Fairmont Hotels & Resorts


Admin & Office

Hospitality & Hotel KES Confidential
1 week ago

Job Summary


  • Minimum Qualification: Bachelors
  • Experience Length: 3 years

Job Description/Requirements

Job Description

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The Fairmont Norfolk is a historic hotel in Nairobi, Kenya and is owned by the luxury hotel chain, Fairmont Hotels and Resorts. The hotel has rooms, 4 restaurants, and consists of 5 main blocks, each ranging from 1 to 2 stories high. The hotel has a signature Tudor style of architecture that has been maintained since its original construction.


Are you bubbly, motivated and ready for a new challenge? We are looking for an individual with hospitality experience who wants to join our Reservations team! The Reservations Agent is responsible for handling all incoming telephone calls and emails as well as administering bookings in our busy and exciting hotel environment.

What is in it for you:

Employee benefit card offering discounted rates in Accor worldwide Learning programs through our Academies and the opportunity to earn qualifications while you work Opportunity to develop your talent and grow within your property and across the world! Ability to make a difference in the local community through our Corporate Social Responsibility activities, like Planet 21

What you will be doing:

Reporting to the Reservations Manager, responsibilities and essential job functions include but are not limited to the following:

Answer all calls promptly and in a courteous and efficient manner. Ensure that all relevant information is obtained. Assist in the optimisation of hotel occupancy & average room rates by ensure all reservations are accurately actioned within the same working day. Process and input transient, FIT and corporate reservations following hotel reservations policy. Handle enquiries for group bookings (business & leisure) via email or phone.  Ensure that all details are updated in a timely manner for group bookings (chasing of options, contracts, rooming lists, proforma invoices, prepayment etc.)  Respect and apply the hotel’s pricing policy and implements the Revenue Management policy. To be fully aware of the hotel bedroom types, hotel facilities and its location including transport links To be up to date with restricted dates, special offers and promotions Complete checks for duplicate bookings and take necessary action Handles and resolve all customers complaints in an efficient manner Ensure all outward correspondence complies with company procedures and any unusual correspondence is flagged to the Reservations Manager. Ensure that any requests are passed onto the relevant department for action Offer and explain “ALL” Loyalty Programme to customers. Maintain a positive selling approach to maximise yield in both occupancy and rates. Any other duties assigned from time to time by the Department Manager/Supervisor

Your experience and skills include:

Previous experience within luxury hotels or a similar role Excellent communication, presentation and interpersonal skills Good team player Good organisational skills. Fluent in English – spoken & written. Computer literacy in Microsoft programs (Outlook, teams), Opera and Microsoft Office applications Proven track record of surprising and delighting guests to provide exceptional service Ability to communicate clearly and efficiently in English, both verbal and written.

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