Guest Services Agent
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Job Location:
Livingstone - Zambia
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
We are looking for an enthusiastic and professional Guest Service Agent at Avani Victoria Falls Resort. The responsibilities include:
- Welcome and check in guests with a warm friendly demeanour ensuring a positive first impression of our hotel
- Process guest check-ins and check-outs efficiently handling payments and resolving any billing queries
- Communicate professionally with guests colleagues and other departments both verbally and in writing
- Make and manage bookings for rooms restaurants and other hotel facilities
- Provide comprehensive information about hotel services local attractions and transport options
- Assist guests during their stay addressing queries and resolving issues promptly and courteously
- Handle guest complaints with empathy and professionalism escalating to management when necessary
- Maintain an up-to-date knowledge of all hotel promotions events and special offers
- Coordinate with housekeeping and maintenance teams to ensure rooms are ready and meet our high standards
- Manage the hotels key card system ensuring guest security and privacy
- Process wake-up calls messages and mail for guests
- Maintain the cleanliness and organisation of the front desk area
- Assist with concierge duties as required including arranging transportation and making reservations
- Adhere to all hotel policies and procedures particularly those related to safety and security
- Participate in regular training sessions to enhance your skills and knowledge of hotel operations
- Upsell hotel services and amenities to enhance guest experience and increase revenue
- Assist with luggage handling and coordinate valet services when required
- Manage the lost and found system ensuring proper documentation and return of items to guests
- Assist guests with foreign currency exchange adhering to hotel policies and local regulations
- Coordinate with various departments to fulfil special guest requests and ensure guest satisfaction
The moment a guest steps into our hotel you will make them feel at home with your welcoming and warm presence. You have the important job of guiding guests through their stay from smooth check-ins and check-outs to insights on the local attractions and eateries. You will be remembered for your superb customer service and positive energy.
Qualifications :
Qualifications:
- Full grade twelve school certificate
- Certificate in Hotel Management
- Previous experience in a similar establishment is an added advantage
- Diploma or degree in Hospitality Management Tourism or a related field is preferred
- Minimum of 1-2 years experience in a guest-facing role within the hospitality industry
- Proficiency in hotel management software systems (e.g. Opera Fidelio)
- Excellent verbal and written communication skills in English
- Fluency in additional languages is highly desirable
- Strong customer service orientation with a passion for delivering exceptional guest experiences
- Proficient in Microsoft Office suite (Word Excel PowerPoint)
- Ability to work flexible hours including evenings weekends and public holidays
- Excellent problem-solving skills and ability to remain calm under pressure
- Strong attention to detail and organisational skills
- Knowledge of local attractions transport options and cultural norms
- First Aid certification is an advantage
The ideal candidate will possess a warm friendly demeanour and a genuine enthusiasm for hospitality. They should be able to multitask efficiently work well in a team and consistently maintain a professional appearance and attitude.
Additional Information :
Closing date: 7th December 2025.
Three Traceable referees with their emails and mobile numbers.
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Restaurant Experience
- Customer Service
- Hotel Experience
- Taleo
- Hospitality Experience
- Cashiering
- Food Safety Experience
- Guest Relations Experience
- Animal Handling
- Front Desk
- Guest Services
- Phone Etiquette
About Company
In the sustainable food sector, we work with large food companies, providing them with professional consulting services to help them add sustainable food to their supply chains, thereby improving food safety and food quality, and improving animal welfare. Our partners include leading ... View more
