Company Description

Refreshingly understated, contemporary and simple. Whether you want a leisurely family break or romantic escape, AVANI hotels and resorts provide the right space for relaxed and inspired comfort. Discerning service, relaxed dining and engaging recreation facilities for all guests are a given

Job Description

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 hotel’s 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

Career development courses

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

• 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 hotel’s 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

• 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

• 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)
• First Aid certification is an advantage