Senior Guest Services Supervisor

About the role

Avani Victoria Falls Resort is seeking a Senior Guest Services Supervisor to lead the Front Office team. You will ensure exceptional guest experiences while driving operational efficiency and revenue growth.

Key responsibilities

• Assist in preparing the Front Office budget and monitor financial performance.
• Plan, deliver and evaluate training programs for all Front Office staff, covering IT systems and guest‑service procedures.
• Maintain full knowledge of the Property Management System and Call Centre software.
• Supervise daily operations of Front Office employees and facilities, ensuring SOP compliance.
• Drive sales, promotional programmes and upselling initiatives across the property.
• Monitor arrivals, manage VIP and special requests, and coordinate with housekeeping, room service and guest relations.
• Foster a motivational work environment through coaching, counseling and performance feedback.
• Keep staff updated on hotel products, rates, facilities and promotions.
• Conduct regular room and floor inspections, initiating engineering or housekeeping actions as needed.
• Support local tour operators and travel agencies.

Required profile

• Proven experience supervising Front Office or Guest Services teams in a hotel environment.
• Ability to develop and implement training and budgeting plans.
• Strong knowledge of property management and call centre systems.
• Results‑driven mindset with experience in upselling and promotional activities.
• Excellent guest‑service orientation and attention to detail.

Required skills

• Property Management System (PMS)
• Call Centre software

What we offer

• Dynamic, hospitality‑focused work environment.
• Opportunities for professional growth within a global brand.