Company Description

A luxury hospitality brand for modern travelers, Anantara connects guests to genuine places, people and stories through personal experiences and providing heartfelt hospitality in the world’s most exciting destinations. The Royal Livingstone Hotel by Anantara is committed to exceptional and personalized service delivery.

Job Description

We are looking for an enthusiastic and professional Guest Services Supervisor at the Royal Livingstone hotel by Anantara. Among the responsibilities include:

• Welcome and check in guests, ensuring a smooth and efficient process
• Communicate professionally with guests, colleagues, and other departments
• Make and manage bookings for rooms, restaurants, and other hotel facilities
• Assist guests during their stay, addressing queries and resolving issues promptly
• Supervise and coordinate the front desk team, ensuring high standards of customer service
• Train and mentor new team members, fostering a positive work environment
• Manage guest complaints and feedback, implementing solutions to prevent recurrence
• Oversee cash handling procedures and daily reconciliations
• Coordinate with housekeeping and maintenance departments to ensure room readiness
• Implement and maintain standard operating procedures for the front desk
• Assist in managing the hotel’s loyalty programme and guest recognition initiatives
• Ensure compliance with health and safety regulations
• Participate in regular team meetings and contribute to improving guest services
• Monitor and report on key performance indicators, including guest satisfaction scores and operational metrics
• Identify revenue opportunities and support upselling initiatives for room upgrades and additional services

Job market analysis

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

1. Full grade twelve school certificate
2. Diploma/Certificate in Hotel Management
3. Previous experience in a similar establishment is advantageous.

• Welcome and check in guests, ensuring a smooth and efficient process
• Communicate professionally with guests, colleagues, and other departments
• Make and manage bookings for rooms, restaurants, and other hotel facilities
• Assist guests during their stay, addressing queries and resolving issues promptly
• Supervise and coordinate the front desk team, ensuring high standards of customer service
• Train and mentor new team members, fostering a positive work environment
• Manage guest complaints and feedback, implementing solutions to prevent recurrence
• Oversee cash handling procedures and daily reconciliations
• Coordinate with housekeeping and maintenance departments to ensure room readiness
• Implement and maintain standard operating procedures for the front desk
• Assist in managing the hotel’s loyalty programme and guest recognition initiatives
• Ensure compliance with health and safety regulations
• Participate in regular team meetings and contribute to improving guest services
• Monitor and report on key performance indicators, including guest satisfaction scores and operational metrics
• Identify revenue opportunities and support upselling initiatives for room upgrades and additional services

• Customer Service
• Communication
• Supervision
• Training
• Problem-solving
• Cash Handling
• Coordination
• Upselling

• Full grade twelve school certificate
• Diploma/Certificate in Hotel Management
• Previous experience in a similar establishment is advantageous