Reservation Agent

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 170 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.

Reservation Agent

The Reservation Agent is responsible for providing exceptional guest service while maximizing room revenue through the accurate handling of reservations, inquiries, and guest requests. The role serves as a key ambassador of Fairmont Mount Kenya Safari Club, ensuring every guest interaction reflects the luxury standards of Fairmont Hotels & Resorts and Accor.

The Reservation Agent will manage individual and group reservations, maintain reservation system integrity, support upselling initiatives, and coordinate closely with Front Office, Sales, Revenue Management, Concierge, Finance, and other departments to deliver a seamless guest experience.

Key Responsibilities

• Process and confirm room reservations received by phone, email, website, GDS, travel agents, and other distribution channels.

• Accurately enter, modify, and cancel reservations in Opera PMS, TARS, and related reservation systems.

• Ensure all reservations are booked according to hotel policies, rate structures, and availability.

• Verify booking details, room allocations, packages, and special arrangements prior to guest arrival.

• Manage waitlists and follow up on tentative bookings.

• Respond to guest and travel trade inquiries promptly and professionally.

• Provide accurate information regarding accommodation, dining experiences, activities, transfers, conservancy fees, and resort facilities.

• Anticipate guest needs and coordinate special requests, including VIP arrivals, honeymoon arrangements, birthdays, anniversaries, and accessibility requirements.

• Resolve reservation-related concerns efficiently while maintaining guest satisfaction.

• Promote upselling opportunities to maximize room revenue and enhance the guest experience.

• Recommend room upgrades, dining experiences, spa treatments, golf packages, and other resort activities.

• Support the achievement of occupancy, ADR, and revenue targets.

• Maintain rate integrity and ensure correct application of market segments, package inclusions, and promotional offers.

• Ensure all reservations are supported by the required deposits, guarantees, and payment documentation.