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:

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 meet our high standardsManage the hotel's key card system, ensuring guest security and privacyAssist with concierge duties as required, including arranging transportation and making reservationsAdhere to all hotel policies and procedures, particularly those related to safety and securityEnsure 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 qualificationRelevant Diploma or Certificate in Hospitality, Hotel Management, or Guest ServicesMinimum of one year's experience in a guest-facing role within a hotel or similar hospitality establishmentProficiency with Front Office Management Systems (essential requirement)Excellent verbal and written communication skills in English; additional languages are advantageousStrong customer service orientation with a proven ability to deliver exceptional guest experiencesDemonstrated problem-solving skills and ability to handle guest complaints with professionalism and empathyProficiency in Microsoft Office applications and general IT literacyProfessional appearance and demeanour, with the ability to maintain composure in high-pressure situationsKnowledge of data protection and privacy regulations, particularly GDPR complianceFlexibility to work shifts, including evenings, weekends, and public holidays as requiredStrong 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.