Reservations Agent

About MGallery Hotel Collection

MGallery Hotel Collection comprises boutique hotels, each designed uniquely with its own story to share. By joining MGallery, you embrace the opportunity to create unforgettable experiences. The MGallery Nairobi Gigiri property features 105 rooms and suites, four distinct dining venues including an all-day restaurant, a specialty dining experience, a pool bar, and a rooftop restaurant and bar. Additional facilities include meeting rooms, a business center, a gym, pool, and spa. Located on Gigiri’s Limuru Road near Nairobi city center and Village Market, it caters to UN and NGO delegates, consultants, diplomats, leisure travelers, and the local community.

Job Description and Responsibilities

• Manage all inbound and outbound calls, emails, and online inquiries efficiently.
• Accurately create, update, and cancel reservations using the Property Management System (PMS).
• Actively promote various room categories, packages, room upgrades, and special offers to optimize revenue.
• Engage in upselling and cross-selling hotel services aligned with revenue goals.
• Provide precise details regarding room availability, pricing, hotel amenities, and policies to guests.
• Promptly and professionally address guest questions and handle complaints to ensure satisfaction.
• Ensure an excellent guest experience from the initial contact through to reservation confirmation.
• Maintain and update accurate guest profiles and reservation records consistently.
• Perform any additional related duties as assigned.

Qualifications and Skills

• Prior experience working with OPERA PMS or a similar property management system is required.
• Relevant background in a comparable reservations or customer service role within the hotel industry.
• Familiarity with managing group bookings is advantageous.
• Service-oriented mindset with strong attention to detail.
• Effective and confident communication, with the ability to build relationships and network.
• Good time management skills and the ability to handle multiple tasks simultaneously.
• Entrepreneurial drive, ambition, and high energy levels.
• Passionate about delivering excellent hospitality.
• Experience specifically in the hotel industry is necessary.