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 hotelProcess guest check-ins and check-outs efficiently, handling payments and resolving any billing queriesCommunicate professionally with guests, colleagues, and other departments, both verbally and in writingMake and manage bookings for rooms, restaurants, and other hotel facilitiesProvide comprehensive information about hotel services, local attractions, and transport optionsAssist guests during their stay, addressing queries and resolving issues promptly and courteouslyHandle guest complaints with empathy and professionalism, escalating to management when necessaryMaintain an up-to-date knowledge of all hotel promotions, events, and special offersCoordinate with housekeeping and maintenance teams to ensure rooms are ready and meet our high standardsManage the hotel's key card system, ensuring guest security and privacyProcess wake-up calls, messages, and mail for guestsMaintain the cleanliness and organisation of the front desk areaAssist with concierge duties as required, including arranging transportation and making reservationsAdhere to all hotel policies and procedures, particularly those related to safety and securityParticipate in regular training sessions to enhance your skills and knowledge of hotel operationsUpsell hotel services and amenities to enhance guest experience and increase revenueAssist with luggage handling and coordinate valet services when requiredManage the lost and found system, ensuring proper documentation and return of items to guestsAssist guests with foreign currency exchange, adhering to hotel policies and local regulationsCoordinate 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 certificateCertificate in Hotel ManagementPrevious experience in a similar establishment is an added advantageDiploma or degree in Hospitality Management, Tourism, or a related field is preferredMinimum of 1-2 years' experience in a guest-facing role within the hospitality industryProficiency in hotel management software systems (e.g., Opera, Fidelio)Excellent verbal and written communication skills in EnglishFluency in additional languages is highly desirableStrong customer service orientation with a passion for delivering exceptional guest experiencesProficient in Microsoft Office suite (Word, Excel, PowerPoint)Ability to work flexible hours, including evenings, weekends, and public holidaysExcellent problem-solving skills and ability to remain calm under pressureStrong attention to detail and organisational skillsKnowledge of local attractions, transport options, and cultural normsFirst 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.