Graceal Holdings Limited (Maison Prive Apartments) is seeking a Guest Relations & Reservations Officer to join their team in Nakonde, Zambia. This role is crucial for ensuring a positive and seamless experience for guests.

Roles and Responsibilities

• Receive and welcome guests, visitors and prospective customers in a professional and friendly manner.
• Handle guest enquiries, telephone calls, bookings and accommodation reservations.
• Manage guest check-in and check-out procedures, ensuring all required documentation is completed.
• Maintain accurate records of guest information, reservations, payments and room occupancy.
• Respond to guest requests, enquiries and complaints promptly and professionally.
• Coordinate with housekeeping to ensure apartments are cleaned and prepared before guest arrivals.
• Provide guests with information about available accommodation facilities, services and applicable rates.
• Monitor room availability and update reservation records to avoid booking conflicts.
• Process guest payments, issue receipts and maintain accurate front-office transaction records.
• Ensure the reception area remains organised, presentable and welcoming at all times.

Requirements

• Grade 12 Certificate.
• Certificate or Diploma in Hospitality, Tourism, Customer Service or Business Administration is an added advantage.
• Previous experience in reception, reservations or customer service is an added advantage.
• Excellent communication, telephone, computer and interpersonal skills.
• Professional appearance, welcoming attitude and ability to handle guest enquiries courteously.

General Requirements

• Must be honest, reliable, disciplined and professional.
• Good communication and teamwork skills.
• Customer-focused and committed to quality service.
• Willingness to work shifts, weekends and public holidays where required.
• Ability to work under pressure and meet operational expectations.
• Relevant hospitality industry experience is an added advantage.

• Receive and welcome guests, visitors and prospective customers in a professional and friendly manner.
• Handle guest enquiries, telephone calls, bookings and accommodation reservations.
• Manage guest check-in and check-out procedures, ensuring all required documentation is completed.
• Maintain accurate records of guest information, reservations, payments and room occupancy.
• Respond to guest requests, enquiries and complaints promptly and professionally.
• Coordinate with housekeeping to ensure apartments are cleaned and prepared before guest arrivals.
• Provide guests with information about available accommodation facilities, services and applicable rates.
• Monitor room availability and update reservation records to avoid booking conflicts.
• Process guest payments, issue receipts and maintain accurate front-office transaction records.
• Ensure the reception area remains organised, presentable and welcoming at all times.

• Excellent communication
• Telephone skills
• Computer skills
• Interpersonal skills
• Professional appearance
• Welcoming attitude
• Ability to handle guest enquiries courteously
• Good communication
• Teamwork skills
• Customer-focused
• Committed to quality service
• Ability to work under pressure
• Ability to meet operational expectations

• Grade 12 Certificate
• Certificate or Diploma in Hospitality, Tourism, Customer Service or Business Administration is an added advantage
• Previous experience in reception, reservations or customer service is an added advantage
• Relevant hospitality industry experience is an added advantage