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Customer Experience & Reservations Coordinator at Salix Data
JobSearch
Nairobi 🇰🇪 Kenya
Posted 1 day ago (28 Oct 2026) Updated about 4 hours ago
Job Description
The Customer Experience & Reservations Coordinator will serve as the primary contact for hotel guests, handling inquiries, reservations, and issue resolution across multiple channels. The role includes managing room inventories, coordinating bookings, and supporting customer satisfaction and retention initiatives.
Qualifications & Requirements
- • BA/BSc/HND degree
- • Strong interpersonal and relationship‑management capabilities
- • Ability to manage multiple priorities with accuracy and attention to detail
- • Exceptional organizational and time‑management skills
- • Strong analytical, problem‑solving, and decision‑making abilities
- • Proficiency in Microsoft Office Suite, especially Excel, Outlook, Word, and Teams
- • Experience handling customer interactions through phone, email, and digital channels
Required Skills
Responsibilities
- • Serve as primary point of contact for customer inquiries via phone, email, chat, and other channels
- • Assist customers with hotel reservations, room bookings, block requests, confirmations, cancellations, and modifications
- • Investigate and resolve customer concerns to ensure positive experiences
- • Conduct outbound communications with guests, event attendees, hotel partners, and venues
- • Provide reservation guidance throughout the customer journey
- • Escalate complex or sensitive issues to management when appropriate
- • Maintain accurate records of customer interactions and follow‑up activities
- • Manage hotel reservations, room inventories, room blocks, and rooming lists
- • Create, modify, update, and cancel reservations while ensuring data integrity
- • Monitor hotel pickup activity, room block utilization, and reallocation