Reservations Listing Specialist
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Industry Consulting Founded 2003 Type Private Website http://cdl.co.ke/ Address Highway mall, 3rd Floor, Uhuru Highway. P.O. Box 19348-00202, Nairobi, Kenya.
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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.
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