CHR
CDL Human Resource
Reservations & Listing Specialist at CDL Human Resource
KenyaFull TimeMid-Senior Level
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Position Overview
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.
Female candidates are encouraged to apply