Reservations Officer Jobs (Customer Service) – EBC

Job Overview

EBC, a respected advisory and outsourcing consortium operating in Uganda, is recruiting on behalf of a client in the hospitality sector. The client is urgently hiring a Reservations Officer to join its customer service team in Kampala. This role is the front line of guest communication and shapes every booking experience.

The successful candidate will manage all incoming reservation calls, WhatsApp messages, and email enquiries on behalf of the property. You will be the first voice many guests hear, so professional presentation and clear communication are essential. The position is full time and based at the client’s premises in Kampala.

Reporting to the reservations or front office supervisor, the Reservations Officer works closely with internal teams to confirm availability and secure accurate bookings. The role suits someone who is highly organised, calm under pressure, and passionate about hospitality service standards.

Key Responsibilities

• Receive and manage all incoming reservation enquiries through phone, WhatsApp, and email channels promptly and professionally.
• Handle every booking call, WhatsApp conversation, and email inquiry to a consistently high service standard.
• Record and confirm each reservation accurately in the booking system, capturing guest details and preferences correctly.
• Update the daily booking sheet and send concise end-of-day reports to the relevant managers without delay.
• Coordinate with internal teams, including front office and housekeeping, regarding reservation status and changes.
• Maintain accurate guest records, follow up on pending enquiries, and convert inquiries into confirmed bookings.
• Uphold brand voice, tone, and service standards in every interaction to protect the client’s reputation.

Qualifications & Experience

Essential

• Bachelor’s degree in hospitality management, business administration, or a closely related discipline from a recognised institution.
• At least three years of hands-on experience working in reservations or front office within a four-star hotel.
• Excellent spoken and written English with a confident, warm, and clear phone voice for guest interactions.
• Strong computer literacy, including fast and accurate typing across booking platforms, email, and messaging tools.
• Proven ability to stay organised, prioritise tasks, and work effectively under pressure in a busy environment.
• High level of professionalism, trustworthiness, and personal presentation suitable for a front-facing hospitality role.

Desirable

• Prior experience using property management systems and reservation software commonly used in Ugandan hotels.
• Familiarity with WhatsApp Business, CRM tools, and modern cloud-based booking platforms for hospitality.
• Additional language skills such as Luganda, Swahili, or French to support diverse international guests.
• Previous exposure to upscale or boutique hospitality brands serving corporate and diplomatic clientele.

What the Role Offers

• A competitive salary package benchmarked against current rates for four-star hospitality roles in Kampala.
• Opportunity to work with a professional client team in a respected hospitality property with structured shifts.
• Hands-on exposure to international service standards and reservation best practices within the local market.
• A supportive working environment with clear reporting lines and room to grow within the front office team.

How to Apply

Interested candidates should prepare an updated CV, a cover letter highlighting relevant reservation experience, certified copies of academic certificates, and contact details for three professional referees. All documents should be submitted through the application channel before the closing date of 1st November 2026. Only shortlisted applicants will be contacted for interviews. Please apply now by clicking the link below.

About the Company

EBC is the umbrella brand under which a consortium of dedicated in-house, virtual, and associate professionals, along with independent identical firms, come together to provide end to end quality advisory, consulting, and outsourcing services across Uganda and internationally. The group combines local insight with global experience to deliver tailored human capital solutions. Through this hiring mandate, EBC connects qualified candidates with reputable employers in Kampala’s competitive hospitality and service sector.

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