About Company
Kigali Serena Hotel, a jewel in the crown of Serena Hotels, stands as a testament to luxury, cultural authenticity, and unparalleled service in the heart of Rwanda. We are part of a prestigious international group celebrated for its commitment to providing discerning travelers with exceptional experiences across East Africa. Nestled on one of Kigali’s most vibrant boulevards, our hotel elegantly blends traditional Rwandan artistry with contemporary design, creating an oasis of tranquility and sophistication. We cater to a diverse clientele, from international business executives to leisure travelers exploring Rwanda’s natural wonders. At Kigali Serena Hotel, we believe in fostering a culture of excellence, where every team member contributes to our mission of creating unforgettable moments for our guests. Joining our team means becoming part of a legacy that values integrity, innovation, and a genuine passion for hospitality, all while contributing to the vibrant economic and social fabric of Rwanda. We are committed to developing our talent and offering pathways for career growth within our esteemed organization.
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Job Description
As a Reservations Agent at Kigali Serena Hotel, you are more than just an administrator; you are the initial voice and impression our valued guests receive, playing a pivotal role in setting the tone for their entire stay. Your primary responsibility will be to meticulously manage and process all incoming reservation requests, ensuring precision, efficiency, and a consistently seamless booking experience. This dynamic hybrid role demands an individual with exceptional verbal and written communication skills, an acute attention to detail, and an unwavering passion for delivering world-class customer service. You will adeptly handle guest inquiries received through various channels, including phone calls, emails, and online platforms, offering comprehensive information about our exquisite hotel facilities, amenities, and signature services. Beyond just booking, you will proactively engage with guests to understand their needs, assisting them with personalized travel plans, recommending local attractions, and skillfully promoting our diverse range of offerings to enhance their stay and maximize revenue. Our ideal candidate is a proactive, highly organized, and customer-centric professional who thrives in a fast-paced yet supportive environment, possessing a solid foundation in hotel operations and sales principles. The hybrid nature of this position means you will benefit from the flexibility of remote work while also collaborating actively with our vibrant on-site team, ensuring you remain deeply integrated into our hotel culture and directly contribute to our overarching guest satisfaction and business objectives. You will be instrumental in upholding the esteemed standards of hospitality that Kigali Serena Hotel is renowned for, directly impacting the hotel’s reputation and overall success. This role offers an exciting opportunity to grow within a leading luxury hospitality brand.
Key Responsibilities
- Manage and process all guest reservations accurately and efficiently through various channels (phone, email, online).
- Provide detailed information about hotel facilities, services, and local attractions to potential guests.
- Actively upsell and cross-sell hotel amenities, packages, and special promotions to maximize revenue.
- Handle guest inquiries, special requests, and resolve booking-related issues promptly and professionally.
- Maintain accurate guest profiles and reservation records in the property management system (PMS).
- Collaborate with the front office, sales, and other departments to ensure smooth guest arrivals and departures.
- Process payments and handle cancellations in accordance with hotel policies.
- Assist in generating daily, weekly, and monthly reservations reports.
- Stay updated on hotel occupancy, rates, and special events to provide timely and relevant information.
- Adhere to all hotel policies, procedures, and service standards to ensure guest satisfaction.
Required Skills
- Proven experience in a reservations or front office role, preferably within a luxury hotel setting.
- Excellent verbal and written communication skills in English and Kinyarwanda.
- Proficiency in hotel property management systems (e.g., Opera, Fidelio) and Microsoft Office Suite.
- Strong customer service orientation with a proactive and problem-solving attitude.
- Exceptional organizational skills and attention to detail.
- Ability to work effectively both independently and as part of a team.
- Ability to handle multiple tasks and high-pressure situations with grace.
Preferred Qualifications
- A diploma or degree in Hospitality Management, Tourism, or a related field.
- Fluency in an additional language (e.g., French, Swahili).
- Previous experience with online travel agencies (OTAs) and channel managers.
- Demonstrated ability to meet and exceed sales targets.
Perks & Benefits
- Competitive salary and service charge.
- Comprehensive health insurance package.
- Opportunities for professional growth and career development within Serena Hotels.
- Staff discounts on hotel services across the Serena Hotels portfolio.
- A supportive and collaborative work environment.
- Meals provided during on-site shifts.
- Hybrid work arrangement offering flexibility.
How to Apply
Interested candidates are invited to submit their application by clicking the link below. Please ensure your CV and cover letter highlight your relevant experience and why you are a perfect fit for Kigali Serena Hotel.
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