About Avani Victoria Falls Resort

At Avani, we strike the perfect balance between style and comfort, social vibrancy and privacy, as well as design and functionality. Our hotels and resorts feature vibrant communal spaces, stylish yet practical rooms, and authentic, locally inspired cuisine. With a presence spanning Europe, the Middle East, Asia, Africa, and Australia, Avani is a brand dedicated to an upbeat service culture that honors the art of hospitality.

Role Overview for Senior Guest Services Supervisor Jobs in Livingstone

The Senior Guest Services Supervisor will lead the Front Office team to deliver outstanding service and operational excellence. This role involves supervising daily Front Office operations, supporting staff training and development, driving upselling initiatives, and ensuring strict adherence to standard operating procedures. You will coordinate VIP arrivals and special guest requests while fostering a positive, high-performing work environment that enhances guest loyalty and satisfaction.

Key Responsibilities

• Oversee daily Front Office operations to ensure smooth and efficient guest service delivery.
• Support and implement comprehensive training programs for Front Office associates.
• Maintain expert knowledge of Property Management Systems (PMS) and other operational tools.
• Ensure consistent application of Front Office Standard Operating Procedures.
• Monitor team performance, providing coaching and guidance to achieve service excellence.
• Lead upselling and promotional initiatives to maximize hotel revenue.
• Coordinate VIP arrivals, special requests, and personalized guest experiences.
• Collaborate with Housekeeping, Engineering, Food & Beverage, and other departments for a seamless guest journey.
• Conduct regular inspections of guest rooms and public areas to maintain quality and presentation standards.
• Address guest concerns promptly and professionally, managing service recovery effectively.
• Foster a positive, engaging, and performance-oriented work culture.
• Build strong relationships with tour operators, travel agencies, and other partners.

Qualifications and Experience

• Full Grade 12 School Certificate certified by the Zambia Qualifications Authority (ZAQA).
• Diploma or Degree in Hospitality Management, Hotel Management, Tourism, Business Administration, or related fields.
• 3 to 5 years of Front Office operational experience within a hotel or resort setting.
• Minimum 2 years in a supervisory or leadership role in Front Office operations.
• Strong knowledge of Front Office procedures, guest relations, reservations, and revenue optimization.
• Proficient with Property Management Systems and hotel reservation platforms.
• Familiar with hotel standards, guest service excellence, and complaint resolution techniques.
• Proven ability to lead, train, and develop team members effectively.
• Excellent communication, organizational, and problem-solving skills.
• Proficiency in Microsoft Office applications.
• Willingness to work flexible shifts, including weekends and public holidays.

Preferred Skills and Attributes

• Experience in luxury hotels, resorts, safari lodges, or internationally branded hospitality environments.
• Knowledge of Opera PMS, Micros, or similar hospitality systems.
• Experience managing VIP, corporate, and group guest experiences.

Core Competencies

• Front Office Operations Management
• Guest Experience Excellence
• Leadership and Team Development
• Training and Coaching
• Revenue Generation and Upselling
• Complaint Resolution and Service Recovery
• Effective Communication and Interpersonal Skills
• Planning, Organization, and Problem Solving
• Quality Assurance and Compliance

• Oversee daily Front Office operations to ensure smooth and efficient guest service delivery.
• Support and implement comprehensive training programs for Front Office associates.
• Maintain expert knowledge of Property Management Systems (PMS) and other operational tools.
• Ensure consistent application of Front Office Standard Operating Procedures.
• Monitor team performance, providing coaching and guidance to achieve service excellence.
• Lead upselling and promotional initiatives to maximize hotel revenue.
• Coordinate VIP arrivals, special requests, and personalized guest experiences.
• Collaborate with Housekeeping, Engineering, Food & Beverage, and other departments for a seamless guest journey.
• Conduct regular inspections of guest rooms and public areas to maintain quality and presentation standards.
• Address guest concerns promptly and professionally, managing service recovery effectively.
• Foster a positive, engaging, and performance-oriented work culture.
• Build strong relationships with tour operators, travel agencies, and other partners.

• Strong knowledge of Front Office procedures, guest relations, reservations, and revenue optimization.
• Proficient with Property Management Systems and hotel reservation platforms.
• Familiar with hotel standards, guest service excellence, and complaint resolution techniques.
• Proven ability to lead, train, and develop team members effectively.
• Excellent communication, organizational, and problem-solving skills.
• Proficiency in Microsoft Office applications.
• Willingness to work flexible shifts, including weekends and public holidays.
• Experience in luxury hotels, resorts, safari lodges, or internationally branded hospitality environments.
• Knowledge of Opera PMS, Micros, or similar hospitality systems.
• Experience managing VIP, corporate, and group guest experiences.

• Full Grade 12 School Certificate certified by the Zambia Qualifications Authority (ZAQA).
• Diploma or Degree in Hospitality Management, Hotel Management, Tourism, Business Administration, or related fields.
• 3 to 5 years of Front Office operational experience within a hotel or resort setting.
• Minimum 2 years in a supervisory or leadership role in Front Office operations.