The Role
Manage reservations, modifications, cancellations, calendars, payments, guest communications, check-in arrangements, and support across Airbnb, Booking.com, and direct channels. Monitor listing performance and reviews, coordinate with housekeeping and maintenance teams, resolve guest concerns, maintain reservation records and reports, follow operating procedures, and escalate urgent issues to the Reservations Team Lead.
Summary Generated by Built In
Location: Nairobi, Kenya (On-site)
Employment Type: Full-time
Reports To: Reservations Team Lead
Works Closely With: Revenue, Housekeeping and Maintenance Teams
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.
Requirements
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
Skills Required
- Diploma or degree in Hospitality, Tourism, Business Administration, or a related field
- 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 with 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
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The Company
What We Do
We go the extra mile for your last mile – with specialized divisions to serve even the most diverse of industries. CDL is your premier regional carrier for complete delivery coverage – guaranteed.
