About the Position
We are seeking a highly organised, service-oriented and commercially aware Reservations and Research Support Coordinator to manage reservations, research visits, guest logistics and related administration.
Working closely with the Hospitality & Guest Experience Officer and Research Department, the role will ensure a seamless experience for researchers, visiting scientists, students, partners and other guests, while supporting efficient operations and accurate billing.
The successful candidate will have strong coordination and relationship management skills, with the ability to anticipate needs, take ownership, and follow through. The role will also support the growth of Mpala’s guest and research reach by strengthening institutional relationships, encouraging repeat visits and maximising the use of Mpala’s accommodation, facilities and services.
Key Responsibilities
Reservations & Guest Coordination
- Coordinate reservations and bookings for researchers, visiting scientists, students, partners, groups and other approved guests.
- Manage the guest journey from initial enquiry and booking through arrival, stay and departure, working closely with the Hospitality & Guest Experience Officer.
- Maintain accurate reservation, occupancy and availability records.
- Confirm accommodation, meals, transport, field requirements and other services for each booking.
- Ensure complete and accurate booking information is communicated to relevant teams in good time.
- Manage booking changes, extensions, cancellations and additional requirements promptly.
- Coordinate group bookings, research visits, workshops, field courses and other hosted programmes.
Research Coordination & Logistics
- Work closely with the Research Department to understand and coordinate the logistical requirements of researchers, visiting scientists, students and research groups.
- Coordinate accommodation, transport, meals, vehicles, drivers, field equipment and other requirements associated with research visits.
- Act as a key coordination point between researchers, guests and relevant operational teams.
- Anticipate logistical requirements and ensure arrangements are confirmed ahead of arrival.
- Maintain accurate schedules and itineraries for incoming and departing research teams.
- Provide practical logistical information and support to research teams before and during their visits.
Billing Accuracy
- Ensure accommodation, meals, transport, field services and other chargeable services are accurately captured against each booking.
- Verify bookings against services provided and identify discrepancies, omissions or billing gaps.
- Coordinate with the Finance Department to support accurate and timely invoicing.
- Ensure approved rates, discounts and special arrangements are correctly applied.
- Maintain complete supporting documentation for guest and research accounts.
- Follow up on billing queries and discrepancies with the relevant departments.
- Monitor booking and revenue information and highlight trends, gaps and opportunities to management.
Operational Coordination
- Coordinate with Research, Hospitality, Catering, Transport, Infrastructure, Security and other teams to ensure operational readiness for guests and research groups.
- Prepare and communicate daily and weekly arrival, departure and operational schedules.
- Ensure relevant teams receive timely and accurate information on upcoming guests, groups and research visits.
- Support the development and improvement of procedures for reservations, guest coordination, billing and logistics.
- Identify recurring operational issues and recommend practical improvements.
- Support the continued development of Mpala’s research, accommodation, events, education and related business opportunities.
- Work with the Hospitality & Guest Experience Officer and Research team to identify opportunities for repeat visits, partnerships and increased utilisation of Mpala’s facilities and services.
- Gather and communicate feedback on guest and client needs, emerging trends and opportunities to strengthen Mpala’s offering.
Qualifications & Experience
- Diploma or Bachelor’s degree in Hospitality Management, Tourism, Business Administration, or related field.
- At least 3–5 years’ relevant experience in reservations, hospitality, guest relations, operations, logistics, client coordination or a similar role.
- Experience with reservations and billing processes is highly desirable.
- Experience working with research institutions, universities, conservation organisations, field programmes or similar environments will be an advantage.
- Strong numerical and administrative skills with excellent attention to detail.
Why Join Us?
- Work in a unique, internationally recognised research and conservation environment.
- Collaborate with diverse researchers, partners, students and professionals from Kenya and around the world.
- Contribute to work with meaningful impact across science, conservation, education and community engagement.
- Grow professionally within a dynamic organisation committed to learning, collaboration and excellence.
How to Apply
Interested candidates should submit:
- A cover letter explaining their suitability for the position; and
- An updated CV, including contact details for three referees.
Applications should be submitted electronically to jobs@mpala.org with the subject line
Application: Reservations and Research Support Coordinator
Application Deadline: 23rd September 2026
Only shortlisted candidates will be contacted.