BEFK Fully Furnished Apartments is seeking a Receptionist / Guest Relations Officer to join their team in Kabwe, Central Province, Zambia. This role is crucial for ensuring a positive guest experience and smooth front-office operations.

Roles and Responsibilities

• Welcome guests upon arrival and provide professional reception and customer service.
• Manage guest reservations, bookings, check-ins and check-outs.
• Respond to telephone calls, emails and customer enquiries regarding accommodation services.
• Provide guests with information about apartment facilities, services, rates and booking procedures.
• Handle customer complaints, resolve service-related concerns and escalate complex issues to management.
• Maintain accurate guest records, reservation details and occupancy information.
• Coordinate with housekeeping and maintenance teams to ensure apartments are ready for guest arrivals.
• Process guest payments, issue receipts and maintain accurate transaction records.
• Follow up with guests to obtain feedback and improve customer satisfaction.
• Maintain guest confidentiality and uphold professional front-office standards.

Requirements

• Grade 12 School Certificate required.
• Certificate in Hospitality, Front Office Operations or Customer Service preferred.
• Previous hospitality experience is an added advantage.
• Strong customer service and communication skills.
• Skills in managing reservations, bookings, check-ins and check-outs.
• Ability to handle customer complaints professionally and maintain guest confidentiality.

• Welcome guests upon arrival and provide professional reception and customer service.
• Manage guest reservations, bookings, check-ins and check-outs.
• Respond to telephone calls, emails and customer enquiries regarding accommodation services.
• Provide guests with information about apartment facilities, services, rates and booking procedures.
• Handle customer complaints, resolve service-related concerns and escalate complex issues to management.
• Maintain accurate guest records, reservation details and occupancy information.
• Coordinate with housekeeping and maintenance teams to ensure apartments are ready for guest arrivals.
• Process guest payments, issue receipts and maintain accurate transaction records.
• Follow up with guests to obtain feedback and improve customer satisfaction.
• Maintain guest confidentiality and uphold professional front-office standards.

• Strong customer service and communication skills.
• Skills in managing reservations, bookings, check-ins and check-outs.
• Ability to handle customer complaints professionally and maintain guest confidentiality.

• Grade 12 School Certificate required.
• Certificate in Hospitality, Front Office Operations or Customer Service preferred.
• Previous hospitality experience is an added advantage.