Guest Services Agent X 2

Job description

Livingstone, Zambia
Full-time
Company Location:  Royal Livingstone Victoria Falls Zambia Hotel by Anantara
Company Description

Exotic, luxurious and indigenous. Anantara’s unique destinations cater for everything from a relaxing city break to an extravagant once in a lifetime journey. Exciting opportunities bring Anantara’s heart-felt hospitality and sense of discovery to destinations across Asia and the Middle East.

Job Description

We are looking for three enthusiastic and professional Guest Service Agents at  Royal Livingstone Hotel by Anantara. The responsibilities include:Employment Resources

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 meet our high standards
Manage the hotel’s key card system, ensuring guest security and privacy
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
Ensure compliance with data protection regulations when handling and storing guest information

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

Full grade twelve school certificate or equivalent qualification
Relevant Diploma or Certificate in Hospitality, Hotel Management, or Guest Services
Minimum of one year’s experience in a guest-facing role within a hotel or similar hospitality establishment
Proficiency with Front Office Management Systems (essential requirement)
Excellent verbal and written communication skills in English; additional languages are advantageous
Strong customer service orientation with a proven ability to deliver exceptional guest experiences
Demonstrated problem-solving skills and ability to handle guest complaints with professionalism and empathy
Proficiency in Microsoft Office applications and general IT literacy
Professional appearance and demeanour, with the ability to maintain composure in high-pressure situations
Knowledge of data protection and privacy regulations, particularly GDPR compliance
Flexibility to work shifts, including evenings, weekends, and public holidays as required
Strong organisational skills with the ability to manage multiple tasks simultaneously
Additional Information

Three Traceable referees with valid emails and mobile numbers.

Zambia Qualification Authority certification of school papers is a must.