Guest Services Agent

Livingstone, Zambia
Full-time
Company Location: Avani Victoria Falls Resort
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

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

Closing date: 7th December 2025.

Three Traceable referees with their emails and mobile numbers.