Reservations Executive

Location: Kampala, Uganda

Position Summary

The Reservations Executive is responsible for ensuring the accuracy and efficiency of room reservations, group blocks, and market segmentation codes. This role handles all reservation inquiries, changes, and cancellations received through phone, email, or other communication channels. The Reservations Executive identifies guests’ needs, recommends suitable room types, verifies availability and rates, and clearly communicates guarantee policies, special offers, and cancellation terms.

The position requires maintaining accurate records in the reservations system, accommodating and documenting special guest requests, and responding promptly to reservation challenges. The Reservations Executive also ensures correct billing arrangements in line with accounting procedures and resolves guest concerns professionally or escalates them when necessary. This role supports revenue optimization by applying effective sales techniques and delivering exceptional guest service aligned with Méstil Hotel & Residences standards.

Key Responsibilities

• Manage and maintain accurate room reservations, group bookings, and market codes.
• Process reservation requests, modifications, and cancellations promptly and accurately.
• Verify room availability, rates, and assign appropriate room types based on guest preferences.
• Communicate reservation policies, guarantees, special rates, and cancellation terms clearly.
• Document guest preferences and special requests to ensure a personalized guest experience.
• Provide accurate information regarding hotel facilities, services, and accommodations.
• Utilize reservations systems efficiently to input, update, and retrieve guest information.
• Resolve reservation-related challenges and escalate issues when appropriate.
• Ensure proper billing arrangements according to hotel accounting policies.
• Apply sales techniques to maximize room revenue and occupancy.

Team Support & Professional Standards

• Assist management with training, scheduling, and supporting reservations team members.
• Serve as a role model by demonstrating professionalism, integrity, and service excellence.
• Maintain confidentiality of guest and company information.
• Ensure personal appearance and conduct reflect Méstil Hotel & Residences standards.
• Communicate clearly and professionally with guests and colleagues.
• Build and maintain positive working relationships across departments.
• Follow all hotel policies, procedures, and quality standards.
• Perform additional duties as assigned by supervisors

Preferred Qualifications

• Education: Diploma in Hospitality Management or a related field.
• Experience: Minimum of 2 years of experience in reservations, front office, or hospitality.
• Supervisory Experience: At least 1 year of team leadership or supervisory experience preferred.
• Technical Skills: Familiarity with hotel reservation systems and basic computer applications.
• Competencies: Strong communication skills, attention to detail, customer service focus, and problem-solving ability.

About Méstil Hotel & Residences

At Méstil Hotel & Residences, we are committed to delivering exceptional hospitality experiences through professionalism, teamwork, and genuine care for our guests. We foster a supportive and inclusive work environment where every team member is valued and empowered to grow. Joining Méstil Hotel & Residences means becoming part of a dedicated team passionate about excellence, service, and creating memorable guest experiences.