Guest Services Agent

We are looking for an enthusiastic and professional Guest Service Agent at the 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

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.