Reservations & Listing Specialist At Cdl Human Resource
CDL Human Resource·Nairobi, kenya·Full Time·Contract
HospitalityFull TimeContract
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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.