Reservations&LIsting Specialist

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