Reservations Agent 

Sambora Kinigi Lodge

Sambora Kinigi Lodge is a renowned luxury lodge nestled in the scenic and serene landscapes of Kinigi, Musanze. Our lodge offers a unique and unforgettable experience to guests seeking a tranquil escape surrounded by the natural beauty of Rwanda. We are committed to providing exceptional service and maintaining the highest standards of cleanliness and comfort for our guests.

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https://samborakinigi.com/

 

Job Title: Reservations Agent 

Location: Head Office Kigali (with occasional support to Sambora Kinigi Lodge)

Reports To: Reservations Lead/Operations Manager 

Job Overview 

The Reservations Agent is the first point of contact for guests and plays a key role in shaping a seamless pre-arrival experience at Sambora Kinigi Lodge. The role involves managing reservations, collecting guest preferences and special requests, and ensuring all bookings are accurately confirmed and communicated. In addition, the coordinator is responsible for following up on payments, tracking deposits and balances, and maintaining financial integrity across all reservations. Working closely with internal teams and partners, the role ensures smooth operations, accurate records, and personalized guest experiences. This position requires strong attention to detail, excellent organization, and a passion for hospitality, ensuring every guest journey is well-prepared from the very first interaction. 

Key Responsibilities 

2.1 Reservation Handling 

• Attend all Sambora Kinigi Lodge reservation enquiries via email, phone, WhatsApp, and booking platforms. 
• Maintain accurate, up-to-date records in the reservation system (Resrequest), reflecting current availability and confirmed guest details.
• Follow up on provisional enquiries with warmth and professionalism, encouraging timely confirmation. 
• Triple-check all booking details dates, room preferences, guest names, and arrival logistics before confirming. 

2.2 Accounts Receivable & Payment Follow-Up 

• Manage all receivables with timely recording 
• Chase outstanding payments for all confirmed bookings in accordance with Sambora’s payment schedule. 
• Send timely, professional payment reminders to guests and travel partners at agreed intervals. 
• Confirm receipt of all incoming payments and issue accurate payment receipts or proforma invoices as required. 
• Reconcile booking payments against reservation records and flag discrepancies to the Operations Manager. 
• Ensure partner and agent bookings are accompanied by signed agreements and full payment at least 60 days before arrival. 
• Monitor and report non-compliant bookings or overdue payments to the Operations Manager and Managing Director. 

2.3 Guest Personalisation

• Ask intentional, open-ended questions during the booking process to uncover guest insights, including: 
• Special occasions (birthdays, anniversaries, honeymoons) 
• Dietary needs, accessibility requirements, or ambiance preferences
• Interests in nature, wellness, crafts, culinary experiences, or cultural immersion 
• Record all insights clearly in guest profiles and lodge briefs for use by the Front Office, Housekeeping, Culinary, and Experience teams. 

2.4 Pre-Arrival Coordination 

• Confirm guest arrival at the Lodge, Transfer details i.e guides contract.
• Share all special requests and guest preferences with the Lodge Manager or Host at least 7 days before arrival. 
• Ensure no guest arrives without full payment receipt and a complete personalisation brief on file. 

2.5 Partner & Agent Communication 

• Manage all agent and tour operator bookings with clarity, professionalism, and commercial accuracy. 
• Maintain signed rate agreements and track contracted payment terms for all partners. 
• Proactively follow up on unsigned agreements, outstanding invoices, or overdue deposits. 

2.6 Reporting 

• Submit a weekly report to the Operations Manager summarising:
• Bookings confirmed, cancelled, or modified 
• Payments received and outstanding balances 
• Receipt confirmations and reconciliation notes 
• Notable guest preferences and personalisation highlights 
• Flags relevant to occupancy or cash flow 

Tone of Voice & Guest Interaction 

You are the first chapter of every guest’s Sambora story and the quiet assurance that their journey is fully secured. Every message, whether a warm welcome or a payment reminder, should reflect: 

• Calm professionalism 
• Genuine warmth 
• Respectful clarity 
• An invitation into something special 

Even payment-related communications should feel considerate and relationship-centred. Avoid transactional or clinical language; frame payment follow-ups as part of preparing the guest for a seamless and memorable arrival. 

Tools & Systems 

• Reservation System: Resrequest 
• CRM / Guest Profile Sheets
• WhatsApp Business & Sambora Email 
• Invoicing and receipting tools (as designated by the Operations Manager)
• Weekly reporting via email 

Key Performance Indicators (KPIs) 

Metric  Target Enquiry Response Time  < 4 working hours Booking Conversion Rate  70%+ Payment Collection Rate  100% of confirmed bookings fully paid before arrival Receipt Turnaround  Receipts issued within 24 hours of payment receipt Booking Accuracy  99% Personalisation Briefs Sent  100% at least 7 days prior to arrival Upsell Rate  20%+ include added experiences Reporting Timeliness  Weekly reports submitted by Monday 10am

Escalation Protocol 

Issue  Escalate To Overdue Payment (guest)  Reservations Manager Overdue Payment (partner/agent)  Reservations Manager/ Managing Director Disputed Invoice or Receipt  Reservations Manager /OPM (→ MD if needed) Special Guest Requests  Lodge Manager or Host Guest Complaints  Reservations Manager and Lodge Manager (→ MD if needed) Overbooking or Occupancy Conflicts Operations Manager

First 30 Days – Onboarding Roadmap

Week  Focus  Key Tasks Week 1  Systems & Brand Values Introduction to Sambora values, tone of voice, Resrequest, CRM, and invoicing tools Week 2  Shadowing & Discovery Observe live bookings, payment follow-up calls, and guest discovery conversations; draft sample replies Week 3  Independent Handling Manage live bookings and payment chasers with Operations Manager support Week 4  Bookings & Personalisation Full payment reconciliation run, guest brief submission, and first independent weekly report

Ideal Candidate Profile 

• Naturally warm communicator with a strong eye for detail and a genuine heart for human connection. 
• Minimum 2 years’ experience in a lodge, luxury hotel, or hospitality reservations role. 
• Experience in reservations, billing, or financial follow-up within a hospitality or service environment. 
• Proven ability to manage payment cycles, issue receipts, and reconcile bookings accurately. 
• Organised, proactive, and calm under pressure able to chase payments with professionalism. 
• Excellent written and verbal English; Kinyarwanda or French is a strong asset. 
• Strong systems literacy experience with reservation platforms, CRMs, channel managers, or invoicing tools preferred. 
• Deep appreciation for Sambora’s values of nature, culture, and refined hospitality. 
• Excellent attention to detail in maintaining reservation records and financial information and high level of accuracy. 

Guest Experience Highlight – Personalisation Example 

Guest: Amara & James, from the United Kingdom 

Booking Notes: Celebrating a milestone birthday; she loves birdwatching, he is a keen photographer. 

Reservations Agent Actions: 

• Confirmed booking and collected full payment well ahead of the 60-day deadline, issuing a personalised receipt and welcome note. 
• Logged occasion and guest interests in the CRM and guest brief.
•  Alerted the Host to arrange a private sunrise birdwatching walk with a local guide. 
• Notified the Culinary team to prepare a birthday celebration dessert at dinner. 

The result? A guest who arrived fully expected, financially confirmed, and welcomed into a stay crafted around who they truly are.

How to Apply

Interested candidate should submit their application no later than 17 July 2026. Please click on the “Apply” button to complete your application.

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