Reservations Agent

A reputable company in the car hire industry is seeking to recruit a proactive, customer-focused and results-driven Reservations Agent to join its team at the Nairobi Head Office.

Key Duties and Responsibilities

• Manage customer enquiries, bookings, amendments, extensions and cancellations, ensuring timely and professional service.
• Prepare quotations, booking confirmations, car hire agreements and other customer documentation in line with approved rates and Company procedures.
• Coordinate vehicle and driver availability with the Fleet and Operations Departments to ensure efficient allocation and fulfilment of reservations.
• Maintain accurate reservation records, customer information, contracts and booking details in the Company\'s systems.
• Monitor ongoing bookings, vehicle returns and extensions, and follow up on pending reservations and outstanding documentation.
• Process and follow up on Internal Movement Orders (IMOs), ensuring accurate capture of trip details, supporting documents, approvals and timely closure.
• Liaise with the Finance Department on customer deposits, payments, invoicing, billing queries and outstanding balances.
• Handle customer concerns and complaints professionally, maintain strong client relationships and identify opportunities to promote additional services.
• Prepare regular reports on reservations, cancellations, revenue, customer feedback and vehicle utilisation.
• Work closely with relevant departments to resolve operational issues, improve service delivery and ensure compliance with Company policies and procedures.

Qualifications and Experience

• Diploma in Business Administration, Hospitality, Travel and Tourism or a related field.
• At least three (3) years relevant experience in reservations, customer service or front-office operations, preferably in the car hire, travel, transport or hospitality industry.
• Experience using reservation or booking management systems and proficiency in Microsoft Office applications.
• Excellent communication, interpersonal and customer service skills.
• Strong organisational, coordination and problem-solving abilities.
• Ability to multitask, work under pressure and meet deadlines with minimal supervision.