Reservations&LIsting Specialist
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Location: Nairobi, Kenya (On-site) Employment Type: Full-time Reports To: Reservations Team Lead Works Closely With: Revenue, Housekeeping and Maintenance Teams Position Overview Our Client is seeking an experienced and customer-focused Reservation and Listing Specialist to manage reservations, guest communication and listing performance across its short-term rental portfolio. The role requires strong organizational skills, attention to detail and the ability to ensure a seamless guest experience from booking to check-out.
Key Responsibilities ● Reservations Management: Manage bookings, modifications, cancellations and extensions across Airbnb, Booking.com and direct booking channels. Maintain accurate calendars, verify availability and monitor payment statuses. ● Guest Communication: Handle inquiries, confirmations, pre-arrival arrangements, check-in instructions and guest follow-ups through booking platforms, WhatsApp and email. ● Guest Support: Resolve guest concerns promptly, coordinate with operational teams and ensure issues are followed through to resolution. ● Listing and Review Management: Monitor listing ratings and guest feedback, respond to reviews, escalate negative experiences and coordinate listing information updates. ● Operational Coordination: Work with Housekeeping and Maintenance to ensure unit readiness, address maintenance requests and coordinate guest requirements. ● Reporting and Administration: Maintain accurate reservation records, trackers and reports, follow company SOPs and escalate urgent matters to the Reservations Team Lead.
Requirements
Qualifications and Experience ● Diploma or degree in Hospitality, Tourism, Business Administration or a related field preferred. ● Minimum 2-3 years of relevant experience in reservations, hospitality, short-term rentals or property management. ● Practical experience with Airbnb, Booking.com or similar booking platforms. ● Strong written and verbal communication skills in English. ● Proficiency in spreadsheets, email, calendars and booking management systems. ● Excellent organizational, problem-solving and multitasking skills. ● Strong attention to detail, accountability and customer service skills. ● Additional language proficiency, including Chinese is an added advantage. ● Female candidates are encouraged to apply