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  • Posted: Mar 10, 2023
    Deadline: Not specified
  • Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us

    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.
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    Reservations Supervisor

    What is in it for you:

    • Employee benefit card offering discounted rates in Accor worldwide
    • Learning programs through our Academies and the opportunity to earn qualifications while you work
    • Opportunity to develop your talent and grow within your property and across the world!
    • Ability to make a difference in the local community through our Corporate Social Responsibility activities, like Planet 21 

    What you will be doing:

    Reporting to the Cluster Reservations and Revenue Manager, responsibilities and essential job functions include but are not limited to the following: 

    • Respond to all reservation requests and incoming calls in a courteous, efficient, professional and friendly manner in adherence to Fairmont Hotels & Resorts standards.
    • Follow-up on all voicemails and emails in a timely manner
    • Responsible for changes, cancellations, billing, upgrading, etc for all guests
    • Responsible for charging advance deposits, no-show fees and cancellation fees
    • Process and follow up on special guest requests
    • Working directly with all clients to handle any additions/cancellations/changes.
    • Assist in providing reservation related training to applicable operational departments
    • Review group resumes each week and double check VIP/staff reservations (rate, room type, billing, etc.) in PM for accuracy.
    • Perform all duties per the Reservations Daily / Weekly / Monthly checklist.
    • Maintaining and responding to all requests received in the Reservations email address 
    • Research and support any / all Travel Agent commission inquiries
    • Lead by example in demonstrating high levels of guest service, teamwork and “stepping out of the box” where possible
    • Support the hotel’s ongoing service and standards and philosophy.
    • Other projects and duties as assigned.

    Your experience and skills include:

    • Certificate /diploma /degree in Hospitality Management an asset
    • Strong keyboard skills.
    • Excellent telephone manner mandatory – must enjoy working on the phone and talking to guests all day
    • Excellent written and verbal communication skills
    • Previous front office and/or reservations experience is an asset
    • Exceptional ability to work under deadline pressures
    • Detail-oriented and numerical aptitude
    • Previous experience with Opera, Micros an asset
    • Good working knowledge of Microsoft Excel and Word

    Method of Application

    Interested and qualified? Go to Fairmont Hotels & Resorts on to apply

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