Senior Guest Services Supervisor – Hotel Front Office

About the role

Avani Victoria Falls Resort is seeking a Senior Guest Services Supervisor to lead its Front Office team. You will ensure exceptional guest experiences while driving operational excellence and staff development in a vibrant hospitality environment.

Key responsibilities

• Assist in preparing the Front Office budget and monitor financial performance.
• Plan, deliver and evaluate training programmes for all Front Office staff, covering IT systems and guest‑service procedures.
• Maintain comprehensive knowledge of the Property Management System and Call Centre software.
• Supervise daily operations of Front Office personnel and facilities, ensuring adherence to Standard Operating Procedures.
• Drive sales, promotional programmes and upselling initiatives across the property.
• Manage VIP arrivals, coordinate with housekeeping, room service and guest relations to fulfil special requests.
• Conduct regular room and floor inspections, generate engineering or housekeeping work orders, and follow up on results.
• Provide coaching, counseling and motivation to create a high‑performing team environment.

Required profile

• Strong knowledge of Property Management and Call Centre computer systems.
• Proven ability to lead, train and develop Front Office staff.
• Excellent attention to detail and commitment to guest satisfaction.

Required skills

• Property Management System (PMS) proficiency
• Call Centre software proficiency