Job Title: Reservations Agent

Company: Pullman Hotels & Resorts

Location: Pullman Nairobi Upper Hill, Nairobi, Kenya

Job Type: Permanent

Company Description

"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"


Job Description

Reservation Management: Receive and process hotel reservations via phone, email, or online platforms. Ensure accuracy in guest information, stay details, and special requests. Utilize the hotel's reservation system to manage bookings efficiently.
Customer Service: Provide personalized assistance to guests, addressing inquiries, and resolving concerns promptly. Offer information about hotel services, amenities, and policies to enhance the guest experience. Handle guest feedback and communicate effectively with other hotel departments to address guest needs.
Sales and Upselling: Promote additional services, upgrades, and amenities to maximize revenue. Recognize opportunities to upsell and contribute to achieving sales targets.
Communication: Maintain clear and professional communication with guests, colleagues, and other departments. Coordinate with housekeeping, front desk, and other relevant teams to ensure smooth check-ins and check-outs.
Administrative Tasks: Keep accurate records of reservations, cancellations, and no-shows. Generate reports as needed for management and other departments. Stay informed about current promotions, packages, and discounts.
Problem Resolution: Address and resolve any issues related to reservations, ensuring guest satisfaction. Collaborate with other staff members to find solutions to challenges that may arise.

Qualifications

Previous experience in hotel reservations or a similar customer service role is preferred.
Excellent communication skills, both verbal and written.
Familiarity with Opera system.
Strong attention to detail and organizational abilities.
Ability to work under pressure and handle multiple tasks simultaneously.
Customer-focused with a commitment to providing exceptional service.
Additional education or training in hospitality or a related field is a plus

Additional Information

Your team and working environment:

Tight-knit and team oriented.
Hard-working, engaging and inclusive.
Attention to detail and hygiene
Well organised and autonomous

Posted: 13/01/2026