Open to opportunities

Lucy Kamau

@lucykamau5

Hospitality reservations specialist with 10+ years delivering digital-first guest experiences and accurate bookings across Dubai & Kenya.

United Arab Emirates

Message

What I'm looking for

I’m looking for a remote, digital-first role where I can own reservations and guest experience end-to-end using async communication. I want cross-timezone collaboration, accuracy-focused processes, and opportunities to support revenue through upselling and guest satisfaction.

I’m a hospitality reservations professional with 10+ years of experience managing bookings, guest communications, and cross-department coordination across 5-star properties in Dubai and Kenya. I deliver exceptional guest experiences entirely through digital channels—phone, email, and online platforms—by staying precise, proactive, and responsive.

In my current role as a Reservations Agent at SLS Hotel and Residences, I manage incoming reservation requests via digital communication channels and process, modify, and cancel bookings accurately in Opera PMS with “zero tolerance for data errors.” I liaise asynchronously with housekeeping, front office, and management to fulfill special requests and ensure seamless guest arrivals, while preparing daily occupancy reports and identifying booking trends to support revenue strategy.

Previously, I’ve worked as a Cluster Reservations Agent at Rove Hotels, where I handled multi-property reservations across brands and collaborated with cross-functional remote and on-site teams to maximize guest satisfaction and operational efficiency. I also ensured compliance with internal policies, data security standards, and audit documentation requirements, and consistently delivered targets and KPIs through proactive guest communication and accurate booking management.

I’m also confident in guest-facing and revenue-focused environments, from managing restaurant reservations in Kenya to handling multi-brand luxury restaurant reservations in Dubai. With my background in complaint resolution, VIP client management, upselling, structured documentation, and training facilitation, I’m ready to transition fully into remote reservations and customer experience roles worldwide.

Experience

Work history, roles, and key accomplishments

Current

Reservations Agent

Current

SLS Hotel and Residences

Nov 2023 - Present (2 years 6 months)

Managed all incoming reservation requests via phone, email, and online platforms. Processed and adjusted bookings in Opera PMS with zero tolerance for data errors, coordinated special requests with internal teams, and supported revenue by upselling room upgrades and packages.

Opera PMS Reservation Management (Modify Cancel)Async Guest Communication Upselling

Cluster Reservations Agent

Rove Hotels

Feb 2022 - Oct 2023 (1 year 8 months)

Handled multi-property reservations and responded to guest enquiries across brands with consistent professionalism. Delivered hotel targets and KPIs through accurate booking management and proactive guest communication while ensuring internal policy and data security compliance.

Multi Property Reservations Booking Management KPIs Data Compliance

Hostess / Restaurant Reservations Agent

Ashiana Restaurant & Hotel

Mar 2018 - Oct 2021 (3 years 7 months)

Independently managed individual and group restaurant reservations via phone and email for a high-volume venue. Maximized revenue through table assignment and upselling while communicating VIP requests to management and supporting the F&B Manager with digital filing and reporting.

Restaurant Reservations Table Assignment Optimization Upselling E Filing

Cluster Reservations Agent

Al Habtoor City

Nov 2016 - Dec 2017 (1 year 1 month)

Managed reservations across 23 restaurants within a luxury multi-brand complex, handling guest communication remotely by phone and email. Coordinated with the accounts department for online payments and group booking invoices and followed up on proposals and confirmations within strict cut-off timelines.

Multi Brand Reservations Remote Guest Communication Group Booking Invoicing Payment Confirmation Coordination 23 Venue Reservation Operations

Pool & Spa Butler

The St. Regis Dubai

Dec 2015 - Nov 2016 (11 months)

Delivered personalised guest experiences by handling enquiries and complaints with ownership and follow-through. Maintained safety documentation and coordinated maintenance issues with relevant departments to ensure service continuity.

Pool & Spa Guest Support Ownership Follow Through Safety Documentation Maintenance Coordination Service quality

Facility Assistant

Emirates Group

Jul 2014 - Dec 2015 (1 year 5 months)

Ensured aircraft facilities met operational standards and supported onboard team readiness. Guided and onboarded new team members to help maintain consistent service delivery.

Onboarding Coaching Documentation Process Adherence

Training Facilitator

Digital Opportunity Trust (DOT)

Aug 2011 - Dec 2013 (2 years 4 months)

Designed and delivered digital skills training workshops, using structured facilitation techniques to maintain participant engagement. Mapped and documented training sessions to strengthen remote-relevant communication, documentation, and digital literacy.

Workshop Facilitation Training Session Mapping Documentation Remote Ready Instruction