Customer Experience & Reservations Coordinator

Customer Experience & Client Support

• Serve as the primary point of contact for customer inquiries via phone, email, chat, and other communication channels.
• Deliver exceptional customer experiences through professional, timely, and accurate support.
• Assist customers with hotel reservations, room bookings, room block requests, confirmations, cancellations, modifications, and general lodging inquiries.
• Investigate and resolve customer concerns, ensuring a positive customer experience.
• Conduct outbound communications with customers, event attendees, hotel partners, venues, and event operators.
• Provide reservation guidance and support throughout the customer journey.
• Escalate complex or sensitive issues to management when appropriate.
• Maintain complete and accurate records of customer interactions and follow-up activities.
• Support customer satisfaction, retention, and service excellence goals.

Reservations & Hospitality Operations

• Manage hotel reservations, room inventories, room blocks, rooming lists, and accommodation assignments.
• Create, modify, update, and cancel reservations while ensuring accuracy and data integrity.
• Monitor hotel pickup activity, room block utilization, and reservation performance.
• Coordinate directly with hotel partners, event organizers, convention bureaus, and internal stakeholders to ensure accommodation requirements are fulfilled.
• Validate reservation data, confirmation records, and booking reports.
• Support quality assurance initiatives to maintain operational excellence and reservation accuracy.
• Assist with lodging coordination for conferences, sporting events, corporate meetings, and other client programs.
• Support User Acceptance Testing (UAT) and operational testing associated with booking platforms and system enhancements.
• Identify operational risks, discrepancies, and opportunities for process improvement.

Marketing Outreach & Campaign Coordination

• Coordinate the setup, scheduling, and deployment of customer outreach and marketing campaigns.
• Prepare campaign materials using approved systems, templates, and communication channels.
• Partner with client stakeholders and marketing teams to ensure campaigns are launched accurately and on schedule.
• Monitor campaign activities and escalate issues that could affect successful execution.
• Assist with campaign tracking, reporting, and follow-up activities.
• Ensure all campaign activities comply with client requirements and operational standards.

Administrative & Operational Support

• Participate in operational meetings, team huddles, training sessions, and client alignment discussions.
• Prepare daily, weekly, and ad hoc activity reports and status updates.
• Maintain accurate documentation, workflow records, customer logs, and operational reports.
• Coordinate follow-up activities with internal and external stakeholders.
• Contribute to continuous improvement initiatives designed to enhance efficiency and service quality.
• Perform additional administrative and operational duties as reasonably assigned.

Employment Requirements

Applicants must:

• Provide a valid Certificate of Good Conduct (Police Clearance Certificate) issued within the last six months.
• Reside within, or be willing to relocate to, Kawangware, Kabiria, Wanyee Road, Naivasha Road, Satellite, Ngong Road (up to Racecourse), Kasarani (Seasons and Hunters area), or Kamiti Road (up to Canopy Stage), to ensure a reliable commute to and from the office
• This position supports international clients and operates on a schedule aligned to Eastern Standard Time (EST) business hours.
• As part of our customer experience and reservations operations, team members are expected to work a rotating schedule that may include weekdays, weekends, and public holidays based on business and client requirements. Employees will be scheduled for five working days per week and will receive two designated rest days, which may fall on any day of the week.
• Given the client-facing nature of the role, flexibility, reliability, and consistent attendance are essential. Candidates should be comfortable working within a dynamic, globally connected environment that supports customers, hotel partners, and stakeholders across multiple markets and time zones.

Required Qualifications

• Bachelor's Degree in Business Administration, Hospitality Management, Tourism Management, Communications, Marketing, Customer Service, or a related field.
• Minimum of 2 years' experience in customer service, reservations, hospitality operations, travel coordination, event coordination, customer success, client support, or a related role.
• Excellent verbal and written communication skills.
• Strong interpersonal and relationship-management capabilities.
• Demonstrated ability to manage multiple priorities while maintaining accuracy and attention to detail.
• Exceptional organizational and time-management skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Proficiency in Microsoft Office Suite, particularly Excel, Outlook, Word, and Teams.
• Experience handling customer interactions through phone, email, and digital communication channels in a structured service environment.
• Ability to work independently while collaborating effectively within a team environment.

Preferred Qualifications

• Experience in hospitality, hotel reservations, travel services, accommodation management, tourism operations, or event management.
• Experience using CRM, reservations, booking, ticketing, or customer support platforms.
• Experience supporting customer outreach, client engagement, or marketing campaigns.
• Experience working with international customers and stakeholders.
• Familiarity with customer experience best practices and service delivery standards.

The Ideal Candidate

The successful candidate will be:

• Customer-focused and service-oriented.
• Highly organized and detail-oriented.
• Comfortable engaging with customers and stakeholders across multiple communication channels.
• Able to remain composed, professional, and solution-oriented under pressure.
• Skilled at balancing customer-facing responsibilities with operational coordination.
• Proactive, adaptable, and driven by results.
• Comfortable working in a technology-enabled, performance-driven environment.
• Passionate about creating exceptional customer experiences.