Reservations Officer – Nairobi, Kenya | Karen Country Club

Reservations Officer – Nairobi, Kenya | Karen Country Club

Job Title: Reservations Officer
Location: Nairobi, Kenya
Company Name: Karen Country Club

Job Summary

Karen Country Club, a prestigious and long-established country club in Nairobi, is seeking a Reservations Officer to join our team. The Reservations Officer will be responsible for maximizing reservation and group booking revenue while ensuring exceptional customer satisfaction and maintaining a high conversion rate. This role plays a critical part in upholding the Club’s standards and ensuring effective communication with operational teams.

Key Responsibilities

As a Reservations Officer, your primary duties will include:

• Processing Reservations: Manage and process reservations from the Residences Manager, Banquet & Events Coordinator, other Club departments, Online Travel Agents (OTAs), and travel agents through mail or telephone inquiries.
• Advisor Role: Serve as an advisor on selling statuses, rates, and the benefits of all package plans to potential customers.
• Credit Policy Compliance: Advise clients on the Club’s credit policy and ensure that reservations are accurately coded per policy requirements.
• Record Management: Create and maintain detailed reservation records, organized by date of arrival and guest names for efficient tracking and coordination.
• Guest Correspondence: Prepare and send confirmation letters to guests, ensuring accuracy in reservation details.
• Inter-Departmental Communication: Relay all reservation information effectively to the front desk and other relevant departments to ensure seamless guest experiences.
• Cancellations and Modifications: Process cancellations and modifications promptly, relaying updated information to the front desk and operational teams.
• Advance Deposit Processing: Handle advance deposits on reservations, ensuring all financial transactions adhere to Club policies.
• Room Availability Tracking: Continuously track future room availability based on incoming reservations to optimize occupancy.
• Revenue Forecasting: Assist in developing room revenue and occupancy forecasts to inform the Club’s operational and financial strategies.
• Expected Arrival List Preparation: Prepare an accurate list of expected arrivals for the front office, ensuring smooth check-ins.
• Monitoring Deposit Requirements: Monitor and enforce the Club’s deposit requirements, ensuring financial accuracy.
• Daily Correspondence Management: Manage all daily correspondences related to reservations to maintain excellent communication and guest satisfaction.
• Member Service Coaching and Training: Continuously coach and train the team, ensuring the highest level of member service satisfaction.

Required Qualifications and Experience

To be successful in the role of Reservations Officer, candidates must meet the following qualifications:

• 4 Years of Experience: A minimum of four years of experience in Front Desk Operations, Reservations, or Guest Services within the hospitality industry.
• Proficiency in Jonas/Opera Cloud/Fidelio Suite 8: Experience with Jonas, Opera Cloud, Fidelio Suite 8, or any other Hospitality Information System (HIS) is highly preferred.
• Education: A Diploma or Degree from a recognized Hospitality Institution, College, or University is preferred, demonstrating a solid educational foundation in hospitality management or related fields.

Personal Attributes and Functional Skills

The ideal Reservations Officer candidate will possess the following personal attributes and skills:

• Communication and Organizational Skills: Strong verbal and written communication skills paired with excellent organizational abilities to manage multiple reservations efficiently.
• Customer Service Experience: Proven experience in customer service, with the ability to delight and exceed guest expectations at all times.
• Problem-Solving and Training Abilities: Demonstrated skills in problem-solving and team motivation, including the ability to train junior staff and guide them toward delivering high-quality service.
• Flexibility: Ability to work flexible shifts, including evenings and weekends, to accommodate the needs of the hospitality industry.
• Math Skills: Basic math proficiency is required, especially when handling financial transactions like cash or credit.

How to Apply

If you are passionate about hospitality and have the qualifications and experience we are looking for, we invite you to apply for the position of Reservations Officer at Karen Country Club. Please submit your CV and application letter to recruitment@karen.or.ke by 5:00 p.m. on 19th September 2024. Please ensure the subject line of your email is “Reservations Officer.” Only shortlisted candidates will be contacted for further interviews.

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At Karen Country Club, we are committed to excellence and take pride in offering top-notch service to our guests. Joining our team as a Reservations Officer means being part of a supportive and dynamic environment where your skills will be valued and developed. We encourage candidates from diverse backgrounds to apply, as we are an equal opportunity employer committed to diversity and inclusion in the workplace.

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